Customer Service RSS feed for Forum
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GoFundMe Invests in Amazing Customer Service by Patricia Seybold in Customer ServiceHow refreshing! I finally found an organization that does online customer service right. GoFundMe promises to reply to customer service emails within 5 minutes. And, they deliver! To be sure, the company starts by walking you through the usual customer service process: Search for a solution to your problem in ...
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Amazon’s New Fire Phone’s Mayday Service Will Raise the Bar for ALL Customer Service by Patricia Seybold in Customer ServiceWhat’s the biggest differentiator for Amazon’s new Fire Smartphone? It’s not the 3D “we know where you’re looking” user interface, IMHO. It’s the tight integration of Amazon’s Mayday instant chat with someone who can help you do things on your phone 24x7. How many times have you tried to do ...
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Choosing Technology to Support an Excellent Customer Experience by Ronni Marshak in Customer ServiceIn many of the articles we publish in Customers.com Strategies, we talk about best practices (and worst practices) in customer service. We tell you what we believe you should do to create and nurture thriving customer relationships, and what you shouldn’t do or else you’ll risk those valuable relationships. Although ...
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What Matters Most in Customer Self-Service? by Patricia Seybold in Customer ServiceBoth consumer and business customers rely heavily on Web self-service when they have a problem. Recent surveys of customers engaged in self-service activities have surfaced some interesting results. Here are a few highlights: Many customers have more than 11 different logins and passwords. Many customers change these frequently. Yet many ...
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Ten Years of Covering Customer Service Software Companies! by Patricia Seybold in Customer ServiceWith this week’s report, the 4Q2013 Customer Service Update, Mitchell Kramer completes his tenth year of quarterly updates on the leading suppliers and products in customer service. That’s a pretty impressive accomplishment! What other analyst firm do you know that has provided the consistent, in-depth, objective analysis that Mitch Kramer ...
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Nina Web from Nuance: a Strong and Attractive Virtual Agent Offering by Patricia Seybold in Customer ServiceNuance acquired VirtuOz about a year ago. Since then, Nuance has make significant improvements to the VirtuOz Intelligent Virtual Agent, which it has renamed Nina Web. Nina Web, virtual assisted-service software for web browsers on desktops, laptops, and mobile devices, is now an even stronger and more attractive offering in ...
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Sign Up Now for Your Free Consultation by Patricia Seybold in Customer ServiceOne of the things that we love doing more than anything is talking with people about their customer issues. We offer free phone consultation sessions with no strings attached. We are honestly not trying to sell you something. We are interested in hearing what you’re working on and where you ...
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What’s the Secret to Great Customer Service? People Who Care by Patricia Seybold in Customer ServiceWe all notice great customer service. But why is it so hard to deliver it consistently? Because you need to understand and anticipate customers’ anxieties and insecurities, notice what’s actually going on with them at any given moment, and actually care about helping out. Unleashing this basic human drive to ...
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Capturing Knowledge for Customer Service by Ronni Marshak in Customer ServiceThis week, I touch on a problem that faces customer support professionals in customer-savvy organizations: they are expected to document their interactions with customers and, in the case of tech support agents, to capture the fixes to the customers’ technical problems. However, many agents skilled in technology and helping customers ...
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Avoiding the Mistakes that Make Most Customer Service Wretched by Ronni Marshak in Customer ServiceA blog post by Martha Brooke of Interaction Metricsdescribes four mistakes that even the most customer-centric companies might make when it comes to customer service policies and procedures. They think any answer will do They treat all customers the same They invest in simplistic, but false data They assume associates ...
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Disconnects with Offshore Customer Service by Ronni Marshak in Customer ServiceI’m sure you are tired of articles about the Boston Marathon bombings and aftermath events. I know I am, and I live in Boston, in one of the neighborhoods that was in lock down on April 17 and 18. But something that happened during that week brought me to clarity ...
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How to Design a Customer Ecosystem for Utilities--A lesson from the past by Patricia Seybold in Customer ServiceOver 20 years ago, one of our heroes, Tom Morgan, who was then the IT architect for Brooklyn Union Gas, put into place an amazingly customer- and ecosystem-friendly information system (using object-oriented programming on a mainframe!). It included a CRM module that was designed to provide all the information that ...
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Have You Seen these "Peggy" Videos? by Patricia Seybold in Customer ServiceRonni and I both love these ads!!!
