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Customer Service News & Analysis

Connected Enterprises Provide Better Customer Service

Networking your organization -- making it more agile, more enabled and more responsive -- makes a ton of sense from a practical perspective. From an operational perspective, however, it is much more difficult. Microsoft introduced the catch phrase of “working like a network” through a video for its enterprise social offering. But “working like a network” goes beyond just the social channel -- and permeates every department within the entire organization.

So how does an organization transform how they work? How do you put the concept of working like a network into practice? Let’s look at the three key components of “working like a network” that Microsoft mentions, how organizations can support these components and how they will help create alignment across the company to serve your customers.

Customer Service on Stage: 3 Ways to Avoid Brand Failure [Infographic]

2014-19-August-Stage-Fright.jpgBusiness leaders across the globe have confirmed that, in the midst of stiff competition and growing customer expectations, customer and field service differentiation is key to growing revenue and delivering an excellent customer experience. These are the findings of two new reports and an infographic released by SAP SE and The Service Council (TSC).

The reports, “Service Transformation: The Business Case” (pdf) and “Reviewing Field Service Strategy: Aligning Focus and Execution,” (pdf) provide important insights that executives should consider in redefining customer service and field service strategy. 

What Customers Want from Contact Centers - and How to Deliver It

When speaking with a customer service agent on the phone, most customers want swift, accurate answers and a human experience. These are the findings of a new online survey conducted by Harris Poll on behalf of NICE.

According to the poll, 59 percent of respondents say they most value having issues resolved efficiently and correctly when contacting a company via phone. The poll also uncovered that 23 percent of customers would rather have a real conversation with a person rather than listening to an agent reciting a script.

Surprisingly, being put on hold and waiting to transfer to another representative were of significantly less importance, with 6 percent citing hold time as most important, and 3 percent citing transfers – as long as the customer received a quick, correct answer to their problem.

In short, the survey reveals that what customers really want from your contact center is excellent customer service – and they want it fast.

How to Reduce 'Tech Effort' in Support Centers

customer service, 2014-06-August-Tangled.jpgResolving customer issues quickly and during the first interaction takes effort. It involves creating the right culture, integrating new technologies and improving processes. Market leaders are dedicating huge sums of money to enhance their customer support or acquiring companies with proven support technology to reach these goals.

IBM's report,“The Customer-activated Enterprise,” surveyed more than 4,000 executives and came away with three common themes: companies want to be more open to customer influence, pioneer digital-physical innovation and craft engaging customer experiences. All three themes can be seen across the tech support industry. Customers want their tech issues resolved quickly, and in the communication style and channel they choose.

Salesforce's Desk.com Embeds Video in Customer Support

The next generation of Salesforce's Desk.com platform is going visual -- as in video support. The customer relationship management (CRM) giant just introduced a new Salesforce Desk.com Support Center, which includes video customer support. 

The news comes a little more than a month after Salesforce updated its acquired platform with a new intelligent agent console and a mobile app and reporting engine -- among other enhancements -- for all in one automated customer service. 

How Customer Communities Bolster Support Teams

2014-15-July-Contact-Center.jpgThe business benefits of customer communities are well known: call deflection, search engine optimization (SEO), product ideation and even revenue growth. While some of these benefits directly benefit customer support teams, others benefit the broader organization.

Customer engagement helps sales teams drive incremental revenue, ideation helps inform the product roadmap for product management and SEO helps the marketing team rank higher for particular keywords. Ask customer support managers and they’ll tell you how customer communities can make their teams more valuable.

Omnichannel Service Takes the Whole Company

When we look to a company for answers, what do we want?

We want a seamless experience and answers tailored to our needs, no matter how we reach out. Whether we visit a store, check a website, send an email, call customer service or all of the above, we want the source or person on the other end to understand our relevant history and quickly provide answers. We want omnichannel service, and so do our customers.

Here's How to Measure Customer Health

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The colorful new customer success tent is filling up quickly with marketers — despite lingering doubt about what customer success means or how exactly to measure it.

As it turns out, Forrester Research has been looking into the latter question. It interviewed 13 US-based Software-as-a-Service (SaaS) companies to get ideas on how "customer health scores" are measured. 

The study was commissioned by Gainsight, one of a number of companies in the nascent customer success segment  along with Amity, Totango, Bluenose Analytics, Evergage, FrontLeaf, Intercom.io, Preact.io, Scout by ServiceSource, Sparked.com and Woopra.

Meet the New 'Multimodal' Customer Service

2014-02-July-Fortune.jpgOrganizations have been gearing up over the past few years to support the needs of today’s omnichannel customer service enterprise, with the goal of offering a seamless consumer experience through available shopping channels.

Excellent work.

Now it’s time to change. Again.

A Man, a Blouse and an Awesome Customer Experience

customer experience, One Man, One Blouse and One Awesome Customer Experience

You never know where you'll find a great customer experience.

I found it today when I ran out to do an errand for my wife — a day late as usual.

Husband duty this time involved bringing a blouse/top/wrap (whatever you call those things -- I usually go with "shirt") to the local tailor.

This Tiny Restaurant Knows More than You About Customer Experience

Thumbnail image for 2014-18-june-Joe's-HomemadeIf you want to learn about customer experience, forget the next overhyped, overcrowded, tech-focused conference. Just eat at Joe's in Savannah, Ga.

Joe's Homemade Café, Catering and Bakery is the best of 750 restaurants in Savannah, at least according to TripAdvisor, a travel site that offers "trusted advice from real travelers." The 510-square foot gem of a restaurant is known for its sandwiches, salads, desserts and exceptionally warm and friendly service.

And while the food is delicious, it begs a customer to ask a question: "How did this tiny space with eight employees in a city of landmarked, exotic restaurants win the hearts of more travelers than any other?"

Don Holland, shown left, who co-owns the business with Ted Paskevich, shown right, doesn't have to think long when asked. "We believe that a strong commitment and delivery of quality food and exceptional service makes us appreciated by our customers," he said.

Oh, and one other thing. "We're big believers in social media."

Here are the 4 Steps to Customer Success

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The hottest job title in marketing right now may be "Customer Success Officer," though there remains some debate about exactly what that means.

For example, it's fair to ask: Is customer success management  different from customer support or  customer relationship management?

Obligingly, Forrester's consulting arm  issued a paper entitled "How to Get Started with Customer Success Management." It should serve as a handy primer for those who want a state-of-the-art interpretation of this emerging marketing strategy.

The paper, sponsored by Gainsight -- a big fish in this still-small pond -- even provides a nifty, four-step process for building a customer success program that will be a revenue-generation operation instead of an extension to existing cost centers.

It's This Simple - and This Hard: Know Your Customer

2014-10-June-Hello.jpgAs someone who’s been deeply involved in using, implementing and analyzing various technologies that support Customer Experience Management strategies, I take CXM seriously – both professionally and personally. Lately, I’ve been thinking about how little most organizations actually know (or care to know) about their customers … and how annoying that can be for the said customers.

If you know me, you know I'm a frequent flyer of one of the major airlines in the world. I’ve spent many years and many miles flying with it. The company should know a lot about me, right? At the most minimalistic level, it should know my name and my phone number. And sometimes it does. But when it doesn’t, it’s the most confusing and baffling thing.

What 2 Companies Rate Best in Customer Service?

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Financial services company USSA and uber-retailer Amazon took the top spots in the customer service ratings released by The Temkin Group, a detailed survey that evaluated 233 companies.

Chick-fil-A, Publix, H-E-B, credit unions, Starbucks, Costco, QVC and Trader Joe’s were among the companies with the best customer satisfaction, the survey found.

8 Things You Can Learn About CX on Your Summer Vacation

2014-4-June-Austin-Handshake.jpgI fell in love with traveling when I ran away from home at the age of five. (You would have run, too, if you were forced to eat my sister's creamed chicken.)

Years later, when I made a trip across the United States in a 1975 VW Super Beetle, I fell in love with technology, too.

There's nothing like a car without air conditioning to prove that simplicity has its limits — and that innovation is essential. 

Travel is one of the few things I suspect I won't regret on my death bed, at least now that I drive a car with all-season climate control — as well as GPS navigation, Bluetooth connectivity and a 120-volt power outlet. (Did I mention it's also Internet ready?)

And here's the thing: You can learn a lot about customer experience by traveling, regardless of whether you go by car or air. 

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