Articles

Tag: customer service (page 7)

  • 3 Messages to Personalize, 3 to Automate

    3 Messages to Personalize, 3 to Automate

    Customers not only expect outstanding support, they deserve it. In this digital age, client inquiries should receive a response within 24 hours. If you fail to do so, chances are your customer is moving onto another company that can.

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  • What the French Taught Me About Customer Service

    What the French Taught Me About Customer Service

    France is a country where customer service is an economic imperative as they claim title to being the most visited country in the world with more than 85 million annual visitors and with tourism representing 10 percent of GDP.

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  • Technology Can Help Humans Sound Human

    Technology Can Help Humans Sound Human

    It may sound like a simple request, but too often the forces in the customer service universe can easily undermine an organization’s efforts to deliver an exceptional, personalized experience. Please Hold While We Connect You With ...

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  • Getting Personal with Big Machines

    Getting Personal with Big Machines

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

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  • SaaS Support Best Practices: Passive, Proactive and Predictive

    SaaS Support Best Practices: Passive, Proactive and Predictive

    Passive and Proactive Support Passive support is based on embedded in-app support features that help customers understand or resolve issues without intervention by customer support. Proactive support is primarily concerned with identifying and correcting issues before the customer has felt any impact from them -- before they contact support.

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  • Personalized Customer Service From an Unexpected Source

    Personalized Customer Service From an Unexpected Source

    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.

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  • Customer Satisfaction Is Not a Good Indicator of Customer Behavior

    People are very bad at telling you what they do or why they do it.  Every year, the Irish airline Ryanair is voted among the most disliked brands in the world. And yet, every year Ryanair sees a rise in passenger traffic and profits.

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  • SaaS Support Best Practices: The Transparent Model

    SaaS Support Best Practices: The Transparent Model

    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.

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  • Is Your CRM System Failing You? 4 Ways to Tell

    Is Your CRM System Failing You? 4 Ways to Tell

    Would you invest in something that has a failure rate of 46 percent? If you've recently acquired a customer relationship management (CRM) system, then whether or not you realize it, that is what you have done.

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  • The Customer Intent Wake Up Call

    The Customer Intent Wake Up Call

    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 

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  • SaaS Support Best Practices: The Seamless Approach

    SaaS Support Best Practices: The Seamless Approach

    To engage and support customers and increase customer retention, SaaS providers must completely reexamine their methodologies and ways of thinking.

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  • Jeffrey Bowman on Demographics, Diversity and Reaching Customers

    Jeffrey Bowman on Demographics, Diversity and Reaching Customers

    You don't have to look far to realize the US has changed — and we're not talking about social and mobile. We're talking something far more basic … specifically, the people behind all those emerging technology trends. There's more diversity than ever before, US Census data confirms.

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  • Gabie Boko: Be Bold, Courageous and Creative

    Gabie Boko: Be Bold, Courageous and Creative

    Gabrielle "Gabie" Boko defines leadership as being passionate about an idea  that you can change hearts and minds. She thinks almost everyone is an expert in one way or another, and encourages people — especially women — to embrace their inner confidence.

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  • Measuring Community Success: More Than Just ROI

    Measuring Community Success: More Than Just ROI

    Social leaders ready to take the next step in their community journey now have access to a new assessment tool to help them evaluate their community’s strengths and weaknesses, and make better decisions to build more successful online sharing spaces for their employees, customers and partners. The Community Performance Benchmark

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