Customer Service
Customer service is changing.
While picking up the phone and “pressing 1” for help was exciting back in the mid-1900s,
today’s users have hung up their handsets and replaced them with mobile devices, social media
and self-service tools. They want answers quickly and creatively. They want personal, customized
attention in all of their transactions. They are vocal: a struggle when working with frustrated customers,
but a huge business opportunity when the customer service team delivers joy.
How do businesses keep pace with the changing needs of today’s customers? How can they provide
a level of service that differentiates them from their competitors, turning customers into raving fans?
How can the customer service team support and integrate with other internal departments
to serve as better customer advocates? What limits or supports customer service success? In this section,
we examine these questions and others through the lenses of technology, process, team building and corporate strategy.
Contact Center Solutions – A Comprehensive Guide
Contact center solutions support agents and businesses in their effort to deliver value to the end customer. They make work more efficient and make sure that the service customers receive is of high quality.
What is a Contact Center?
Guide to better customer service.
Today's contact centers serve a purpose beyond that of old-school call centers. These call centers merely answered telephone calls and routed them to other departments. In contrast, contact centers act as a central hub that can be reached via multiple channels to provide direct support to customers.
WhatsApp for Customer Service – A Guideline
This guideline showcases the ease of customer service (CS) support through OTRS customer service software by leveraging WA Business. Learn the need-to-know basics of the platform and the blueprint for implementing WA into your business CS structures.
Help Desk vs. Service Desk
What are the Differences?
Help Desk vs. Service Desk. Know the key differences, functionalities, and benefits of each. Optimize your IT support today.
Excelling in Customer Service Through Social Media – Best Practices and Tips
Customer service is the core component of an excellent customer experience (CX). With social media, you can improve customer service. Optimizing customer satisfaction and strengthening the brand are the goals. Learn the facts and tips here.
Service Management – Definition and Goals
Service management deals with the optimization of services provided to customers and much more. Learn in more detail what needs to be considered in service management and how it can contribute to the success of your company.
What is CRM? How does it support customers and help the business?
More than ever, differentiation from the competition is based on customer service and the customer experience. In this context, the term CRM is heard more and more often. What exactly does it mean?
Knowledge Management in Customer Service
Knowledge management helps customer service teams improve customer satisfaction (CSAT), time to resolution (TTR) and the overall customer experience. More simply said, it keeps customers happier and speeds up the work of customer service agents.
Top 3 Questions On How to Modernize Your APAC Business
Business owners ask me these three questions about moderinizing their businesses. Here are my answers.
What is important in customer service as the company grows?
What are the challenges for customer service in growing companies, and how can they be met?
3 Ways Investing in Customer Service Increases Sales
Good customer service is half the battle. Learn three tips on how to use it to boost your sales.
5 Tips To Improve Customer Satisfaction
Striving to improve customer satisfaction KPIs? Start with these five tips.
5 Ways Business Process Management Solutions Support Data Privacy Compliance
By focusing on processes and automation, businesses can better manage compliance with today's data privacy and protection regulations.
How to Avoid Stress in Customer Service Teams
Having a high turnover rate is costly for businesses and destroys team morale. Learn how to avoid stress in customer service teams.
Improve Call Center Efficiency: Process Management is The Key
Call centers may handle several hundred inquiries every day. Learn how you can make your processes more efficient and thus increase customer satisfaction.
Slower Customer Experience Adoption in Public Sector Organizations
Navigating public sector services often feels like the complete opposite of a good customer experience. In 2020, why is this still the case?
Has the Public Sector Embraced Cloud-based SaaS?
The public sector has been slowly moving towards cloud-based SaaS solutions. Learn about steps providers take to address common questions.
Grey market provider: Even if the price is tempting, it is worth taking a closer look!
Four reasons why working directly with the product manufacturer is better for your business.
Be efficient with 100 emails a day? Get tips to help!
Here are some tips to structure your day so that you have as much time as possible for your core tasks.
A Lesson About Chatbot to Live Agent Handoff from My Teenage Son
When it comes to using chatbots, you must plan for a seamless handoff between automated solutions and live agents.
