Articles
Tag: customer service (page 8)
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Build an Online Community - and Customers Will Come
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.
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Dave Ramsey: On Winning, Losing and Getting Personal
What does Seth Godin — who writes the most popular marketing blog in the world — have in common with Dave Ramsey — financial author, radio host, TV personality and motivational speaker? They're two of the three co-hosts of Business Gets Personal, an event this week in New York
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Focus on Customer Convenience and Effort, Not Experience or Satisfaction
You’re out of coffee. You have two choices. Ask your neighbor or drive to the local convenience store. Your neighbor, John, is nice but boy does he love to talk. You drive to the convenience store. We don’t always want to engage. We don’t always want an experience.
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Zendesk Masters Customer Service
After completing a successful IPO this spring, Zendesk, provider of a cloud-based customer service platform, recently added to the upside momentum, reporting second quarter revenue growth of 80 percent.
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Kana Blends Analytics Into Its Customer Engagement Suite #Connect2014
Since Verint bought KANA earlier this year for $514 million, the question has been how the business analytics company would blend KANA's customer experience services into its suite of employee services.
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Want to Understand Your Customers? Talk to Seth Godin
Seth Godin writes the most popular marketing blog in the world — and he gets customer experience. As he once noted, "The complaining customer doesn't want a refund. He wants a connection, an apology and some understanding.
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Connected Enterprises Provide Better Customer Service
Networking your organization -- making it more agile, more enabled and more responsive -- makes a ton of sense from a practical perspective. From an operational perspective, however, it is much more difficult. Microsoft introduced the catch phrase of “working like a network” through a video for its enterprise social offering. But “working like a network”
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![Customer Service on Stage: 3 Ways to Avoid Brand Failure [Infographic]](/~/media/972d2063b23d40baa55f99a68da77bde.jpg?mw=155&mh=117&hash=A81DF10B6D3FC49E6635157A886C5AA5FBCA932A)
Customer Service on Stage: 3 Ways to Avoid Brand Failure [Infographic]
The reports, “Service Transformation: The Business Case” (pdf) and “Reviewing Field Service Strategy: Aligning Focus and Execution,” (pdf) provide important insights that executives should consider in redefining customer service and field service strategy.
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What Customers Want from Contact Centers - and How to Deliver It
When speaking with a customer service agent on the phone, most customers want swift, accurate answers and a human experience. These are the findings of a new online survey conducted by Harris Poll on behalf of NICE. According to the poll, 59 percent of respondents say they most value
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How to Reduce 'Tech Effort' in Support Centers
IBM's report,“The Customer-activated Enterprise,” surveyed more than 4,000 executives and came away with three common themes: companies want to be more open to customer influence, pioneer digital-physical innovation and craft engaging customer experiences. All three themes can be seen across the tech support industry.
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Salesforce's Desk.com Embeds Video in Customer Support
The next generation of Salesforce's Desk.com platform is going visual -- as in video support. The customer relationship management (CRM) giant just introduced a new Salesforce Desk.com Support Center, which includes video customer support. The news comes a little more than a month after Salesforce updated its acquired platform with
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How Customer Communities Bolster Support Teams
Customer engagement helps sales teams drive incremental revenue, ideation helps inform the product roadmap for product management and SEO helps the marketing team rank higher for particular keywords. Ask customer support managers and they’ll tell you how customer communities can make their teams more valuable.
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Omnichannel Service Takes the Whole Company
When we look to a company for answers, what do we want? We want a seamless experience and answers tailored to our needs, no matter how we reach out.
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Here's How to Measure Customer Health
The colorful new customer success tent is filling up quickly with marketers — despite lingering doubt about what customer success means or how exactly to measure it. As it turns out, Forrester Research has been looking into the latter question.
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