Articles
Tag: customer support (page 7)
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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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Mining for Opportunities: Social Media in Next Gen Contact Centers
More than ever, consumers use social media to spread the word about the brands they like and perhaps more importantly, those they don’t. One of the biggest challenges for organizations today is managing this flow of information about their brands, products and services that occurs in social media channels.
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Know What Customers Think Before It's Too Late
In the evolving customer experience landscape, where consumers talk about a brand 64 times more than they talk to a brand, it’s more important than ever for customer experience professionals to get to grips with what their customers are really thinking.
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UserVoice Releases Android SDK for Its In-App Customer Service
Customer service provider UserVoice is out with an Android-targeted Software Development Kit for its in-app software. The company said that its in-app customer engagement solution, which UserVoice offers through a single line of code in the app, offers many benefits to developers and publishers.
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Contact Centers Must Morph into Relationship Hubs
For years, companies have relied on their contact centers to deal with customer interactions, from technical support to requesting medical coverage. But contact centers are on the verge of major change.
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Collaboration and the Future of Customer Support
In the past, the role of collaboration technologies was to help customer support reps work with each other on what I call “exception cases.” These are the 20% of cases that are not solved by the FAQ, or first line support.
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