Customer Service News & Analysis
| 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
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.
| Thursday Dec 12, 2013
Social media and customer service go hand-in-hand these days. We know consumers are likely to turn to social media to ask brands questions, complain, praise or to just say hi.
Though brands are more active on social media than ever before, they still struggle to engage with customers. To help us better understand how brands are connecting on social, we consulted the Sprout Social Index. It looks at channel growth, brand responsiveness and consumer behavior across more than 160 million inbound messages on 20,000 brand profiles and fan pages.
| 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.