Articles
Tag: customer support (page 6)
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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
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
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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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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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
To engage and support customers and increase customer retention, SaaS providers must completely reexamine their methodologies and ways of thinking.
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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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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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How to Ensure Success in Your Customer's Journey
You wouldn't climb the highest mountain without a guide or take up parachuting without an instructor.
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User Feedback: The Fuel Of The Experience Engine
User feedback helps companies deliver the best products and services possible. Identifying needs, incorporating ideas and listening to customers questions are all ways to help solve problems and ensure development efforts remain focused on what really matters.
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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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