The Three E’s of Online Customer Service
An effective customer service strategy needs to keep these three criteria at its core: Ease Efficiency Emotion If your support is easy to access, efficiently answers questions, and effectively conveys…
The 4 Must-Have Features of an Automated Ticketing System for Customer Support
Brands that excel at customer service rely heavily on customer service software to deliver exceptional experiences. At the heart of nearly every one of their customer service platforms exists some…
From the Editor: Despite Popular Belief, Automation and Empathy can — and Should — Coexist
Staying in a hotel is quite a vulnerable experience. I learned this while working as a receptionist and concierge at the Marriott hotel in downtown Raleigh, North Carolina several years…
Continuous Improvement In Customer Service Requires Digital Disruption
In his well known Harvard Business Review article on rethinking continuous improvement, Ron Ashkenas states that too many continuous improvement projects overly-focus on gaining efficiencies rather than challenging the basic…
As Trump Considers the Holiday Shopping Season, Data Shows Retailers are Already Ahead of the Rush
… At least where customer service is concerned. Last week, President Trump unexpectedly delayed new tariffs on many Chinese goods until after the holiday shopping season in order to allow…
10 Stats That Show the True Value of Customer Service
While statistics only tell part of the story, they tell a pretty accurate part. Here are ten statistics you can act on within your customer service organization that demonstrate the…
Knowledge Management Tools: The Secret Weapon of Customer Service
One of the secret weapons of the best customer service organizations is simple: knowledge. Knowledge management tools arm your human agents, your QuickSearch Bots, and your customers with the information…
What the Airline Wi-Fi Race Says About the Future of Customer Service for Travel
Wi-Fi is extremely important to travelers — in multiple passenger surveys, it ranks ahead of amenities such as legroom and food, and some airlines say Wi-Fi is the biggest single source…
Enhance Your Customer Experience Strategy Via Digital-First Customer Service
By 2020, customer experience is expected to overtake price and product as the key brand differentiator—and customer service is the number one factor in that experience. Today’s consumers are proving…
Why the ‘Tech’ in Fintech Needs to Extend to Customer Service
The fintech market is highly skewed toward young, digital-natives. Roughly one in four consumers between the ages of 25 and 34 has used at least two fintech products in the…