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Customer Support News & Analysis

Twin Prime Promises a Fast 'Wireless Mile' for Mobile Apps

Idea conceived. Mobile app developed. Mobile app deployed.

This is where Twin Prime promises to make things better. Its technology makes mobile apps faster, officials there promised.

They disrupt the content delivery network (CDN) space better than anyone, including Akamai, who they particularly cited.

"Twin Prime’s software makes mobile apps fast," said Kartik Chandrayana, the co-founder and CEO of Twin Prime, based in Redwood City, Calif.

The mobile data delivery optimization company releases a platform out of stealth mode today. It also announces $9.5 million in funding.

"Fast apps implies happy and engaged users," Chandrayana said. "In fact, Frontback, a Twin Prime customer, saw that its users were spending 50 percent more time in the app, and requesting more images because they were getting data faster. Twin Prime enables businesses to build fast, responsive apps which make more money for them."

Would You Run Your Call Center on Chromebooks? Avaya Thinks So

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Avaya claims its Call Center services power a significant share of big call centers.

Among customer call centers with more than 400 agents, it estimates a 63 percent market share. Among call centers with more than 1,000 agents, it estimates a 70 percent share.

So what’s Avaya thinking right now? How does it capture that elusive market segment of call centers with 10 to 250 agents?

Today, the company spun off from Lucent Technologies and Bell Labs in 2000 announced an expanded partnership with Google.

The goal is to target a market segment that Avaya calls “green pastures.”  

That partnership creates a curious technology arrangement where Chromebooks — the class of PC created by Google to run essentially anything that can be run on the web — will become the exclusive device for running the company’s latest OnAvaya cloud-based call center.

Why You Can't Ignore Employee Engagement in Your CX Model

What if you could build your next product together with your prospective customers?

If you could, you would build precisely what they want. You would tailor it to their specifications and undoubtedly have a happy customer.

This simple principle lies at the core of our next-generation customer experience tools and the new look desktop views frontline Verizon employees use to serve our customers.

As an IT team, our clients are Verizon employees who set out to serve our customers everyday. Our shared goal is simple: Reduce customer effort.

How Is Your Customer Service Team Doing?

You can't underestimate the importance of customer service.

After all, your products and services are only as good as the customer service team ready to support them. So what does your business need to know?

Let's take a look at CFI Group's Contact Center Satisfaction Index (CCSI), which notes trends in US customer satisfaction.

Retail, Travel Customer Satisfaction Dropped in Q4

Holiday shopping and travel took a toll on customer satisfaction in late 2014. According to the latest Zendesk Benchmark report, overall global customer satisfaction was down in the fourth quarter — especially in travel and retail.

Global Customer Satisfaction dropped to 94.71 percent in the last three months of the year, down 0.26 points from the previous quarter. Customer satisfaction in travel and retail both dropped 0.9 percent from the previous quarter to 90.9 percent and 89.1 percent, respectively.

Asia showed the greatest improvement in customer satisfaction over the previous quarter: China, Singapore and Vietnam posted the largest gains, but could not unseat Belgium, New Zealand or Ireland from the top spots, which posted the highest scores for the second quarter in a row.

On the industry side, marketing and advertising, web hosting and real estate posted the greatest improvements, but were still unable to unseat government and non-profit, IT services and consultancy, and healthcare from the top spots.

The 3 C's of Personalized Customer Service

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Customer service is a key differentiator for many companies. But as the number of communication channels and devices increases, so do the challenges of delivering personalized service across those channels.

A unified view of the customer is needed for omnichannel customer service -- something that can't be achieved with siloed systems and disconnected information. Channels can't merely coexist, but must inform one another to provide the needed context that makes each customer experience better and more personal. To succeed at customer engagement you must meet three fundamental requirements: being consistent, complete and contextual.

The Year Emotional Intelligence Meets Customer Experience

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Despite the fact that we are in an age where everything seems to be computerized and automated, this is the year that businesses will start to feel more human. Customers will feel more and more like businesses are listening to their individual wants and needs.

 

The Psychology of Personalization

2014-26-November-Personality.jpgLet's get right to the punchline, and then back it up with some facts. Automated personalization and the human touch are complementary, but systems will improve and automated personalization will handle more and more of the personalized interactions with customers. It’s not only because automated personalization is more efficient. Sometimes the results are better when human-to-human psychological baggage is subtracted from the equation.

Getting Personal with Big Machines

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When we think of personalization of service through analytics, the first thought that likely comes to mind is retail applications or consumer goods.

But what about industrial equipment, especially heavy equipment? The way we service big machines is undergoing a renaissance, thanks to the same technology we use to enhance the consumer experience.

SaaS Support Best Practices: Passive, Proactive and Predictive

2014-03-November-Help.jpgAn essential part of creating a truly integrated and comprehensive SaaS customer support program is developing the capability to provide customers with the type of support experience they need, when they need it. Because of the nature of the SaaS service -- customers constantly interacting with the SaaS provider’s software solution to accomplish often mission-critical and time-sensitive tasks -- the SaaS vendor should be able to provide three types of support: passive, proactive and predictive.

Personalized Customer Service From an Unexpected Source

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Everybody likes to beat up on the airlines for customer service. Bad food was replaced with no food and reclining your seat may get you arrested. And yet it is airlines that have made some of the greatest advancements in customer service. They’ve done so across multiple channels by reducing the friction along the way.

SaaS Support Best Practices: The Transparent Model

2014-27-October-Boost.jpgAs technology vendors respond to a changing marketplace by creating Software-as-a-Service (SaaS) offerings, their relationship to their customers must change. Satisfying customers by creating a great product that garners positive reviews, and soliciting customer feedback for future upgrades simply isn’t enough.

When a company hands over control of its mission-critical software environment to a SaaS provider, the SaaS customer support organization essentially functions as an extension of the customer’s IT department. To take this step, a customer must trust that they will receive the constant, professional and hands-on support they need. Generating this trust requires that the Customer Support team be transparent and always available.

The Customer Intent Wake Up Call

2014-21-October-Alarm-Clock.jpgAs companies evaluate their growth strategies for the New Year, the conversation ultimately comes down to which set of dials to turn. Does the company invest in more sales people, product features or marketing programs?

Companies aspiring to be customer-aligned add a few more dials to the conversation -- what should the chief customer officer be measured on, beef up the customer success team, invest in employee engagement / culture initiatives, innovate their customer engagement strategy, and/or shift from a product-feature-pushing sales model to a services-selling-path?

What all of these dials have in common is that they focus on the customer. Except each dial reflects an organizational silo that is focused on a slice of the customer experience -- none focus on the whole customer. Revenue growth depends on the organization’s ability to understand how to detect, decipher and act on the customers’ perspective of their intent.

SaaS Support Best Practices: The Seamless Approach

2014-20-October-Free-Advice.jpgAs more and more companies look to Software-as-a-Service (SaaS) as a way to increase agility and control costs, many technology vendors are evolving their solution sets to include a SaaS offering. When vendors do this, they must recognize that their customer support organizations will become critical to customer satisfaction and retention. As the primary point of contact in an ongoing customer relationship, support must develop and maintain stronger and deeper relationships with customers. Failure to do so will inevitably result in higher churn.

Build an Online Community - and Customers Will Come

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Most businesses recognize customer communities can build brand trust, improve support, reduce costs and even enhance marketing efforts and generate new product ideas. That's the conclusion of a new report from Get Satisfaction, an online community platform.

Get Satisfaction surveyed more than 800 professionals in support, marketing and product teams in businesses of all sizes. The not-so-surprising conclusion — given that the company markets a customer engagement platform — is that more businesses recognize social platforms are a good way to engage with brands. 

“Adoption has really started to take off and people understand the value,” said Get Satisfaction CEO Rahul Sachdev. “61 percent of folks have adopted an online community and 58 percent of those adopted it in the last two years.”

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