Customer Service and Support Blog - IWantItNOW

The Complete Customer Engagement Cycle

The different stages which the customers and other prospects go through as they experience-your brand/product is illustrated in Customer Engagement Cycle. Today’s customers are much more connected than-ever before. They have many touch points with your product/brand: your site, your retail stores, the call centers, social media, TV ads, mobile applications and radio ads, just…

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Comics for the Engagement Center

The goal of ComiXchat, a new app launched last week, is to build “the most expressive interaction platform that exists today.” Essentially, the app automatically illustrates a text conversation as it unfolds with each line typed appearing as text in a bubble above the characters. The sides of the conversation can influence the designs by…

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The Week’s Best Reads in Customer Engagement

In this week’s best in customer engagement, you’ll find some of the ways that big brands are harnessing user generated content, find ways to provide a more personalized customer experience and even a way to improve call centers. This week’s best has something for every CE leader. 1. Customer Engagement: Developing Healthy Alliance Between Brand…

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6 Common Call Center Mistakes to Avoid

All around the world and in almost every industry, there are call centres making these easy but inevitably disastrous mistakes. Even with the traditional call centre being replaced by seemingly more efficient and capable ‘contact centres ‘ or ‘information centres’, many businesses are still tempted by the shortcuts that may lower initial costs but can…

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3 Ways To Create A Customer Service Culture

There have been a lot of talks, forums, articles, books and research evidence that list several short and long term benefits of having a good customer service culture. Establishing a great customer-oriented (also customer-centered/centric) culture goes a long way from satisfying customer requirements and hiring employees with the right skills. Its benefits are highlighted in…

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Using Customer Preferences to Improve Customer Support

The best customer service is as a result of understanding customer preferences. The structure in which a business builds its customer support should always be in response to the needs and wants of the customers. This is guaranteed to improve how regular business runs and optimize it for more efficiency. A lot of businesses choose…

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Cartoon: Bad Customer Service

Customer service has a bad reputation. The woman in this cartoon is the perfect example of customer service gone wrong. Defy customer expectations with great service and you’ll have loyal customers who will keep coming back to your business.      

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4 Call Center Problems You Must Avoid

Call centers were designed to aid in solving customers related problems, however, uncontrollably if not well managed; call center problems often lead to unmanageable and worse squabbles, which in most cases ends in you losing prospective customers. Usually, nearly all call center disagreements begins with misunderstanding between the customer and the operating personnel. Customers as…

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This Week’s Best Articles in Customer Engagement

This week’s best in customer engagement covers a variety of themes. These include digital media experts, social media engagement and even a list of the very best and worst in CS. 1. Roundtable: Experts Talk Digital Customer Engagement In this article by Christopher Hall, he describes the DSA symposium and the gathering of industry executives….

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INTERVIEW With Xerox VP- How to Innovate the Customer Care Market Through Technology

Our self-service portals are meant to reduce customer care costs by reducing incoming customer support inquiries and by encouraging users to self-task confidently. But what happens when these self-service solutions fail us? The complexity of self-help often overwhelms or frustrates new customers. According to Tim-Deluca-Smith, the Vice President of Marketing for WDS, A Xerox Company…

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