Customer Service News & Analysis
| Thursday Dec 12, 2013
Do you enjoy kicking your customers? Don't cringe at the question. It's not as crazy as it seems.
I'm still nursing bruises from three companies -- a major department store, a national automotive service club and a local home heating oil company -- that apparently think inflexibility, excuses and a failure to compromise are the keys to customer service.
And yet, while many companies stumble when it comes to serving their customers, others shine -- even during this busy time of year, according to ClickFox, a provider of experience analytics.
| Tuesday Dec 10, 2013
A month ago, we reported on the state of the multichannel customer experience. Despite brands' ability to create a presence across mobile, social and desktop channels, a Zendesk survey found that a majority of customers felt as if brands weren't necessarily using these channels to deliver a consistent or seamless customer experience.
As if answering the need for better support experiences, Zendesk has introduced capabilities to conduct proactive customer surveys and email campaigns through new integrations with SurveyMonkey and MailChimp.
| Monday Dec 9, 2013
Customer service can be the key to long-term retail success during the holidays — and more important even than sales, according to Kana Software, a provider of customer experience management solutions.
Kana is out this week with a new release of its Enterprise solution. The new version offers multilingual knowledge management, including translations and multi-language searching, and enhanced reporting that could provide more information to agents, quicker.
| Thursday Dec 5, 2013
Companies have increased their budgets to handle customer complaints and can now offer continual contact through email, text and chat as well as by phone. But that hasn't changed much: customer satisfaction over a company's ability to solve a complaint is no higher today than it was in the 1970s. That’s a key takeaway from a new report on “customer rage.”
| Wednesday Dec 4, 2013
In the world of social media management, there's never a dull moment. Algorithms change, new platforms arrive and there is always new functionality to figure out. Such is the case with a new feature Facebook is rolling out, but hasn't provided any information about. I'm talking about Facebook page ratings.
| Wednesday Nov 27, 2013
For the past 32 years, the Butterball Turkey Hotline has offered advice to anyone overwhelmed by the prospect of cooking the perfect holiday bird. Last year, the company introduced a smartphone app, Facebook live chats, Pinterest posts and other social media tools. The big news this year is that for the first-time ever, Butterball has hired men as part of its line-up of expert turkey cookers — a response to the fact that men are taking a more active role in the kitchen.
But what does any of this have to do with contact centers?
| Tuesday Nov 26, 2013
For some time now, companies of all shapes and sizes have been expanding their online presence and setting up profiles across various digital media channels so they can be where their customers are. But a new Zendesk survey that examined the omnichannel customer experience shows they have a long way to go.
A whopping 73 percent of consumers think companies are paying more attention to generating sales across multiple channels than in delivering a consistent and seamless customer service experience. How has the omnichannel customer experience gone awry?
| Monday Nov 25, 2013
Customers are often left feeling unsatisfied after calling customer service to resolve an issue. Many wonder why the call agent seemed to know so little about their purchase history or prior complaints. What are the problems? According to a new report, it could be data overload. Many call centers are paralyzed by too much data, rendering them unable to meet customer needs successfully.
| Thursday Nov 21, 2013
With the holidays upon us, online and offline retailers alike are scrambling to prepare for Black Friday, Cyber Monday and all the days between now and New Year's Day. Previously, we discussed the link between customer experience and a successful holiday retail season.
To further highlight the relationship, CorvisaCloud, a cloud-based voice communication technology company, released survey findings that reveal why businesses should make customer service the priority this holiday season.
| Monday Nov 18, 2013
I am writing this in a Starbucks on Fillmore Street in San Francisco. All around me people sit, ear-plugged in and laptop ready.
This is what I call the Starbucks Generation -- Gen Y or millennials -- who work from anywhere there is an internet connection. To successfully reach this Starbucks Generation, it’s important to leverage the various digital channels, especially The Human Channel.
| Sunday Nov 17, 2013
Consumers talk to companies through many channels — and they expect the company to know the details of their experiences with customer service, regardless of the channels involved. This expectation of “contextual customer service” is one of the findings in a new survey on customer service expectations for smartphone owners.
| Thursday Nov 14, 2013
Zoho announced upgrades to its customer relationship management (CRM) application today that it hopes will push it into the enterprise space through the addition of features like territory management, social network integration and custom modules.
| Wednesday Nov 13, 2013
It’s an old story, but all the innovation around us doesn’t make it any less true. Much of the information you need to win business (or to prevent losing customers) is inside your enterprise, right at your fingertips. The only problem is you can’t find it.
| Wednesday Nov 13, 2013
Only nineteen more days until Cyber Monday — the day when customers, hungover from Thanksgiving meals and recovering from Black Friday brawls, go online to finish (or for some, start) their holiday shopping. Each year the competition to offer the best prices gets tougher. Those who are able to optimize their mobile channels will be the most successful.
| Thursday Nov 7, 2013
Too many companies approach design from their own point of view and too few really look at how customers actually use products, according to a report on user experience (UX) design. While the report looked specifically at the financial industry, the findings should resonate for any organization interested in helping customers through great design.