Customer Support News & Analysis
| Tuesday Feb 25, 2014
Gary Ambrosino, the president and chief operating officer of TimeTrade, thinks the key to great customer experience comes down to how and when a company engages with potential clients. Better engagement equals more customer loyalty, in theory.
| 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
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 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.
| 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.
| Wednesday Oct 23, 2013
More than ever, consumers use social media to spread the word about the brands they like and perhaps more importantly, those they don’t. One of the biggest challenges for organizations today is managing this flow of information about their brands, products and services that occurs in social media channels.
| Tuesday Oct 22, 2013
In the evolving customer experience landscape, where consumers talk about a brand 64 times more than they talk to a brand, it’s more important than ever for customer experience professionals to get to grips with what their customers are really thinking.
| Monday Oct 21, 2013
Customer service provider UserVoice is out with an Android-targeted Software Development Kit for its in-app software.
| Thursday Oct 17, 2013
For years, companies have relied on their contact centers to deal with customer interactions, from technical support to requesting medical coverage. But contact centers are on the verge of major change.
| Wednesday Oct 2, 2013
In the past, the role of collaboration technologies was to help customer support reps work with each other on what I call “exception cases.” These are the 20% of cases that are not solved by the FAQ, or first line support. Often they are more complex, and there is no current solution in the customer support database. Creating a solution may often involve the support rep working with someone in engineering or product development. It is clear that collaboration has a critical role in this process and is not going away.
| Wednesday Sep 25, 2013
Amazon's new Kindle Fire HDX tablets are devices for everyone, so one of the new features is an automatic video help system to provide tech support. That and an improved screen and specs should see further growth in Amazon's content empire.
| Wednesday Aug 21, 2013
Customer service is slowly moving toward a more self-service model, and organizations need to consider how that model will fit in their current customer service strategy. Zendesk, a provider of cloud software, now offers a Help Center platform to support the technical implementation of that self-service model.
| Tuesday Aug 13, 2013
From the KANA-sponsored Forrester report
So many channels, so little time. That might be the consumer’s lament, if he or she could voice one. A new report from Forrester finds that customers are feeling free to switch between channels of communication and companies will just have to learn how to adapt.
| Thursday Jul 25, 2013
Interacting with customers on social media carries risks and benefits for companies, but the opportunities can outweigh the risks when you understand your customer's needs, wants and habits and use this knowledge to shape your customer service.
| Thursday Jul 25, 2013
This weekend, I stayed at a chain hotel while traveling on business. This particular hotel offered a free breakfast until 10 a.m. as an amenity, and as a former journalist I naturally gravitate toward free food.