Articles
Tag: customer support (page 6)
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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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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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Note to Marketers: We're Not Waiting Any More
The other evening, I found myself impatiently waiting on the supermarket checkout line. Although I waited just a few minutes while the clerk rang up the customers ahead of me, those minutes seemed to last much longer.
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Meet the New 'Multimodal' Customer Service
Excellent work. Now it’s time to change. Again. The customer service game has leveled up with the advent of multimodal service.
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A Man, a Blouse and an Awesome Customer Experience
You never know where you'll find a great customer experience. I found it today when I ran out to do an errand for my wife — a day late as usual.
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It's This Simple - and This Hard: Know Your Customer
If you know me, you know I'm a frequent flyer of one of the major airlines in the world. I’ve spent many years and many miles flying with it.
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What 2 Companies Rate Best in Customer Service?
Financial services company USSA and uber-retailer Amazon took the top spots in the customer service ratings released by The Temkin Group, a detailed survey that evaluated 233 companies.
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8 Things You Can Learn About CX on Your Summer Vacation
Years later, when I made a trip across the United States in a 1975 VW Super Beetle, I fell in love with technology, too. There's nothing like a car without air conditioning to prove that simplicity has its limits — and that innovation is essential.
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Managing Services Requires Different Success Metrics
Customers are not as locked into services as they are to products. Therefore, we need a continuous process to ensure that the customer is satisfied. The shift towards services continues. Almost 80 percent of the US economy is already made up of services. Increasingly, products are becoming commodities. Service differentiates.
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Busted: 5 Common Myths Of Customer Service
It’s easy for larger companies to fall into bad habits and stagnant practices over time, but smaller companies should be aware of these common pitfalls from the start, and take necessary measures to avoid them. 1.
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![Customer Service on Stage: 3 Ways to Avoid Brand Failure [Infographic]](/-/media/972d2063b23d40baa55f99a68da77bde.ashx?mw=155&mh=117)
