Articles
Tag: customer support (page 7)
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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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Yes, the Marketing Funnel is Dead #PulseConf2014
The marketing funnel, that venerable icon of converting prospects to customers, may not be a funnel at all. It may be more like an hourglass. With some help from best-selling author Malcolm Gladwell, Gainsight CEO Nick Mehta called for a reinvention of the customer success movement at the Pulse2014
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Taking CRM to the Next Level with the Internet of Things
With all of the talk about the Internet of Things (IoT), it’s easy to get lost in the possibilities of the future. But right now, as you’re reading this article, you should already be devising a plan to integrate connected devices into your business processes.
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5 Ways to Handle Real Time Content Demands
Here are some places to increase your customer engagement, both inside and outside of your CMS. Give Users the Chance to Answer Their Own Questions Most users today browse the web on social channels, and most want to engage.
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7 Vendors Top the Forrester Wave for Customer Service Solutions
At a time when seven out of 10 online shoppers complain of unsatisfactory experiences, which vendors stand out as offering possible solutions? The authors of the latest Forrester Wave Customer Service Solutions for Enterprise Customers Q2 2014 (registration required) rated customer service vendors against 83 criteria and identified seven
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Make the Customer the Focus of Online Experiences
Nearly seven in 10 customers have had an unsatisfactory e-commerce experience in the past year, according to a new Forrester Wave on customer service solutions. That's a disturbing and eye-opening statistic, noted Kate Leggett, primary author of The Forrester Wave Customer Service Solutions For Enterprise Organizations Q2 2014 (registration required).
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What Not to Say: Words that Cost You Customers
Everyone has a pet peeve about customer experience. Persistent pop-ups that ask annoyingly, "Need help?" Websites with music in their hearts. Videos that start automatically. Hard to find contact information. Contact centers that make you wait on hold ... for what seems like forever. Intricate, thickly branched phone trees.
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Are You Wasting Money on Customer Experience?
It might have been a big waste of time and money. A new study by CX Act, a customer experience improvement firm, shows the most frequently used and most effective customer touch point is personal contact by phone. The study (registration required), which updates a study the company originally conducted
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Can Conversocial Improve Customer Service Experiences?
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.
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TimeTrade's COO Reveals the Top Retail Trends
Gary Ambrosino, the president and chief operating officer of TimeTrade, thinks the key to great customer experience comes down to how and when a company engages with potential clients. Better engagement equals more customer loyalty, in theory.
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Too Many Customers, Too Few Customer Support Agents
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.
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Improving the Customer Support Experience
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.
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Bring the Internet of Things to Customer Service and Support
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.
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Zendesk Integrates with MailChimp, SurveyMonkey; Extends Customer Support
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
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