Customer Service News & Analysis
| Monday Mar 24, 2014
Think about all you've invested in the latest digital technologies to improve customer experience (CX). Now think about this.
It might have been a big waste of time and money.
A new study by CX Act, a customer experience improvement firm, shows the most frequently used and most effective customer touch point is personal contact by phone. The study (registration required), which updates a study the company originally conducted for the White House in 1980, concludes:
While companies can’t ignore the need to offer a multichannel strategy and digital channels are likely to grow in importance (especially since younger consumers are more likely to use digital touch points), what matters NOW for creating an optimal customer contact experience is providing a phone or in-person customer interaction that delivers on the brand promise."
| Friday Mar 14, 2014
With more than 2 million Twitter accounts established every day, social media presents a host of new challenges and opportunities in the realm of customer relationship management (CRM). People are tweeting not only about their customer service needs but also the good, bad and ugly of the experience that they receive from companies.
According to evolve24, 70 percent of customer tweets to companies are being ignored -- and the damage can be significant. Gartner estimates that failure to respond via social channels can lead to an up to 15 percent increase in churn rate for existing customers.
| Friday Mar 14, 2014
A lot of news this week: Certain Inc. adds interests, Brainshark launches for Salesforce Work.com, Xinet gets OnFile, Kenshoo integrates with Oracle Social Cloud and Wix.com buys Appixia.com.
| Monday Mar 10, 2014
Conversocial, a cloud-based provider of social customer service software, is out with a major upgrade.
Called Conversations, it is designed to help companies manage social media comments from contact centers.
Joshua March, founder and CEO, told CMSWire that some companies use traditional ticketing systems, while others employ multi-channel contact center systems that "add social as just another channel" — as if it were email. But those systems, March said, are designed primarily for private, one-to-one inquiries or for marketing and PR-focused social media management.
| Thursday Feb 27, 2014
The future of customer service is scary and rewarding at the same time. It's scary because the machine will know everything about you. It's rewarding because shopping will become much easier as the machine makes more decisions about your life.
| Friday Feb 14, 2014
Anyone who has dealt with a customer service representative knows it’s rarely a match made in heaven. In fact, it’s usually quite the opposite.
Between long hold times, mismatched agents and unresolved issues, it’s no wonder why most interactions with a company’s contact center get off to a rocky start. Neither party is totally at fault for this unhealthy relationship -- customers simply want their issues resolved in a timely fashion, and agents have few insights into the people and problems that they are expected to address.
| Thursday Feb 13, 2014
Stop patting yourselves on the backs for being so cutting-edge, up-to-date and in-the-know about the latest and greatest options to provide the best customer service.
Customer satisfaction dropped globally by two percentage points in the last quarter of 2013 — apparently because too many businesses expect too much from too few people and shortchange their customers in the process.
At least that's the word from Zendesk, a provider of customer service and support ticket software. The company just released its latest Benchmark quarterly survey and the news overall isn’t good.
| Monday Feb 3, 2014
Ever since Microsoft bought Yammer in June 2012 and announced plans to integrate it with SharePoint, there has been considerable interest in the social network and getting the most out of it. Now GoodData has entered the fray. It researched how companies use Yammer in the enterprise, and offers four suggestions for improvement.
| Monday Feb 3, 2014
How do you know your customers are getting their problems solved quickly and easily? This is a question that has challenged many support websites. The traditional approach has tended to involve customer satisfaction and visitor volume metrics.
| Thursday Jan 30, 2014
As humans, we yearn for connection -- and while our tools will always change, the principles and desires that drive us stay the same. As our communications tools improved, the radius of our connections increased -- until the whole world was at our fingertips. Now, we are moving into a time when our connected devices are helping us connect to the world around us, in ways we couldn't dream of.
| Friday Jan 17, 2014
How do you define customer experience -- and, more importantly, how do you create the best customer experience model? I started wondering about both concepts while working on an assignment to increase sales from the digital channel of a hospitality giant.
It seems like everyone is interested in the idea of “great customer experiences." But both businesses and scholars have struggled to understand what that really means, and have fared even worse at attempts to measure the outcomes of the "Customer Experience."
| Thursday Jan 2, 2014
The Internet of Things promises to make everything that everyone owns Internet enabled. But many of the reasons for doing so -- such as collecting data on customers or marketing to customers when they are doing most anything -- are kind of creepy. Who wants every interaction with everyday items tracked by faceless companies? That’s what scientists do with the animals they study.
But one area shows potential for making the Internet of Things work for the customer: service and support.
| Wednesday Dec 25, 2013
Social media. It seems like yesterday it was just a fad, something naysayers insisted would never catch on. Now, look at it — all grown up, attracting more users than ever and worth billions of dollars. In 2013, social media evolved faster and further, turning itself into a viable platform that influences what we do and how we share.
| Tuesday Dec 17, 2013
It's that time of year when companies start planning for the new year. As they look back on the past 12 months, for every goal met, there are many left unfulfilled. It's not uncommon for companies to operate "in the now" — reacting to the market and digital trends that present themselves. But wouldn't it be nice if you had the time to adequately prepare for the road ahead so your teams could work proactively? Why not make some resolutions now that will help everyone work smarter in 2014?
| Friday Dec 13, 2013
Brand Republic has highlighted its top marketing events of the year, covering the genius and perils of marketing and social media. Here are the lessons to be learned when it comes to engaging, selling or increasing your visibility on the web.
Some of the best marketing and social media moments of the year came from spur of the moment decisions or short-term windows of opportunity, proving that marketers and social media managers for businesses of any size always need to be ready to act.