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The Changing Role of Human Interaction in Customer Service
The gold standard in customer support has changed over the years. The objective for customers and companies has always been to solve problems as quickly as possible, but the preferred means of reaching...
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For Great Customer Service, Treat Policies Like Plaque
We are all familiar with dental plaque, the buildup of bacteria that becomes a film on our teeth. Work with enough organizations, and you will easily recognize the similarities organizational policies...
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5 Tips and Tools to Help You Put Your Customers First
We all know that the customer is king. They are the lifeblood of our businesses. Without them, our businesses will fail. It makes sense then to exert much effort into making them happy and keeping them...
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Customer Experience And The Hidden Dangers Of The Comfort Trap
The comfort trap. It happens all the time and, to a great extent, it goes unnoticed—to everyone but our customers. We don’t do it intentionally and we don’t do it because it’s the right thing to do. We...
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63 Ways to Improve the Customer Experience
Image courtesy of eurobasefulfillment1Looking for some suggestions on how to improve your customer service and the overall customer experience?We know that delivering a great customer experience is...
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7 ways Customer Success Managers Can Overcome Outreach Anxiety
How do you feel when you need to:– Start the renewal process for a customer who hasn’t been using your product – Explain that an important product feature has been delayed – Make an outbound sales...
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How We Pulled Off the Best Customer Service Week Ever!
In 1992 the US Congress proclaimed Customer Service Week a nationally recognized event, celebrated annually during first full week of October. Typically this is the week when organizations celebrate...
View ArticleZappix Visual IVR Expands API Support for Greater Voice IVR Integration
Zappix, the innovative smartphone Visual IVR provider, announced today that its robust software suite platform now provides a Zappix API Tool Kit for integrating with traditional and third-party voice...
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Customer Service Takes Priority in Tech Products
So many tools, so little time. It seems like a new “silver bullet” tool or technology is arriving on the market every day. They all say, “buy this tool or that tool and your sales will increase one...
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What’s the Difference Between Customer Satisfaction & Customer Effort Score?
When we work with future clients, we often get a lot of questions about customer experience metrics.But sometimes buyers get stuck on the golden metric. The world champ. The metric to rule them all....
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6 Ways to Take the Lead in Customer Self-Service
The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). But making things...
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Customer Service: Best Practices to Follow
Customers are the focal point of all businesses. It is, after all, customers who ultimately make or break a business. So it should come as no surprise that marketers and business owners are always...
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Portals: Your Customer Service Secret Weapon
The Sanderson blog post below emphasises why a Visual IVR can make a big difference for automating business needs while making your customers happier:Combining portals and business automation make for...
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Promoting Self Service Versus Easy Access To Live Agents
An article in the Wall Street Journal on November 2nd hit the nail on the head about where customer service is headed. Christopher Mims, a technology columnist for the prestigious financial paper wrote...
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Contact Centers Should Be Easy to Contact!
It’s 3:30 p.m. Most of your customer service employees flat out answering calls, but still have just hit that infamous “afternoon wall” when nothing sounds better than a short nap.Unfortunately,...
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8 Ways to Ensure Your Company is Customer Success Focused
If there’s one thing your company should never lose focus on, it’s the customers. Ensuring your company is customer-focused from day one puts a sustainable and successful model in place as your company...
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Customer Experience Trends for 2016
The most successful weapon to fight customer attrition is creating a personalized customer experience that is unique to your business and the individual customer. According to Accenture, the “Switching...
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In 2016, the Customer Experience Will Separate the Winners from the Losers
In 2016, the Customer Experience Will Separate the Winners from the LosersWe recently published a post with our predictions for marketing trends in 2016. One of the key trends gaining in momentum is...
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Customer Service Matchmaking
I originally wrote today's post for Mattersight. It was published on their blog on May 29, 2015. Placing a call to customer support just got a little nicer and a little easier.Think about the last time...
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How Qualtrics stumbled on the Net Promoter System—and then turned it on itself
Finding out how your customers feel about you used to mean calling in a team of experts. It was costly and often time-consuming, so the results were inherently stale. With the advent of online survey...
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