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.
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 for Customer Service – Improve CSAT and TTR
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.
Customer Service in Everyday Corona Life
The customer is king. Even in Corona times? Yes! Now it is even more important to make the customer the center of attention. 4 tips to keep the customer king.
Customer Service Transformation Leads to Growth
Today's situation is motivating us to transform customer service like never before. Learn more about how this will help your company grow.
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.
Customer needs now and then
Customer needs have changed dramatically in recent years. What options do smaller companies in particular have to respond to these changes?
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?
Score Big Customer Service Results with Personalization
Global survey supports need for software personalization with 82 percent reporting that easy-to-use software has a positive impact on service delivery.
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.
How to Use Automation to Ease the Stress of Working with Seasonal Employees
Is it time to bring on seasonal employees? Use automated processes to help keep work moving quickly and ensure customer happiness.
5 Ways to Avoid Seasonal Customer Service Problems
From long Easter weekends to summer vacations, it's time for customer service teams to help seasonal employees get up to speed fast.
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.
17 Ways to Keep Productivity High During the Summer
Summertime can be a joy on a personal level, but it's a real productivity pain in the workplace.
Seamless Coverage Matters, But It’s Not Easy
Our survey discovered that more than half of these people are asked to cover for a colleague several times a month.
Digital Transformation Means Freedom
Digital transformation encourages us to become more efficient through standardization, automation and the subsequent digitalization of these constantly recurring tasks and procedures.
