87% of customers want to be contacted proactively by companies. Proactive engagement is the art of anticipating customer pain points and providing help before they even ask for it. Besides showing your customers that you’re paying attention and are always there to help, proactive engagement can also benefit your business by increasing conversions. …
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The Evolution of Customer Success: Self-Service Fuel Pumps to DIY Website Builders
We are honored to have Shep Hyken as a guest on our blog. This is the first of a three part series by Shep on the evolution of customer service and customer success. I suppose many of you reading this weren’t driving – or perhaps even born yet – when the Arab oil embargo forced gas…
Complexity is a Self-Service Killer
The moment you enter McDonald’s the clock starts ticking. You want to get in and out as quickly as possible. You’re trying to fill a hole in your stomach without filling a hole in your pocket. The moment you enter your favorite fancy restaurant you forget the clock entirely. You wait with pleasure and hours…
5 Ways to Build a Great Knowledge Base
This is a guest post by Nunzia Falco Simeone, Marketing Manager at Deskero and editor-in-chief of Deskero corporate blog. Deskero is a simple yet effective way to offer great customer service, and to take it to its next level through seamless integration with social networks. Follow at @deskerocare. Allow Customers to Self-Solve with an Excellent Knowledge…
Visual IVR: Changing the Way Callers Engage with the Call Center
With high rates of zeroing out and call abandonments, not to mention depleting customer satisfaction, IVR systems are not delivering on their original promises – providing an accessible and efficient communication channel for customers to use, taking the load off call centers, lowering costs and in a nutshell improving customer service. In reality, multiple options,…
How Can We Servion You?
I recently had the opportunity to interview a couple of expert in customer service. David Baker and Shankaran Nair from Servion spoke to me and gave me insight into how they see the customer service world going in the coming years. So lets see what these guys had to say. Q: What methods do you…
National Customer Service Week: Teaching Companies about Approach to Customer Relations!
Guest post by Gary Martin, founder of Click4Assistance National Customer Service Week 2013 (NCSW) runs from October 7th-13th 2013 and you can join in the celebrations by considering the needs of your own customers. Customer Service Week was formed by the International Customer Service Association in 1984. The principle of which was to identify and reward people…