Mobile Customer Support

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy mobile customer service

How’s Your Mobile Customer Support?

Brad Cleveland

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Brad Cleveland idc mobile customer service strategy

Forget Happiness, This Is the Top Emotion for Customer Support

Toister Performance Solutions

I placed a frantic call to technical support. The technical support rep must have been super empowered. She skipped all of the usual items on the support checklist ("Yes, I've tried rebooting my computer.") For support teams, customer relief is much more important than happiness.

Top Challenges for Customer Support in 2016 #INFOGRAPHIC

Win the Customer

Did you know that that delivering customer happiness is one of the easiest parts of working in support? And that the greatest challenge for customer support professionals is tackling burnout? Almost half (41%) said that making customers happy isn’t a challenge for them.

Guest Blog: Why Knowledge Base Integration with Live Chat Is Important for Better Customer Support


This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. How exactly can good customer service improve your business? Improved Customer Experience.

Start Planning To Provide Social Customer Support Beyond Twitter and Facebook

Ian Jacobs

In communities that regularly discuss brands, these customers are also more likely to be exactly the type of high-value customers that companies want to provide with great customer experiences. But brands need to decide when and how to engage customers in these forums they do not control. Customer Experience. customer communities. social customer service. Industry analysts travel--a lot.

Guest Blog: How Small Software Companies Can Provide Awesome Customer Support Without Going 24/7


This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. Here are a couple ways to make your customers happy, while being lean on resources.

Digital Colleagues: Friend or Foe?

Contact Center Pipeline

It might be time for some of us in the customer service industry to start dusting off our resumes. There’s new, tough competition for customer service jobs and they’re on 24/7/365. They’re not just after customer service jobs either, look out […].

Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos customer access strategy leadership mobile customer service

Charging More for a Better Customer Service Experience


It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department?

When Customer Service Creates Customer Validation


Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints.

Expert Opinion: Top 3 Customer Support Trends to look for in 2018

Taylor Reach Group

With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. Recently I was asked to contribute to an expert round-up on the top customer support trends to look for in 2018. 1) Omnichannel I think that 2018 will be the year the Omnichannel becomes a reality for many customer support centers. Original post via ProProfs, expert opinion summary by Colin Taylor.

How to Keep Your Customers Coming Back


In today's competitive marketplace, how can you encourage customers to stay loyal to your brand and products when there are so many choices available? What will set you apart and build brand loyalty, however, is your customer support. Entrepreneur points out several reasons why brand loyalty is essential to your success in business: Customer Support Customer Experience Customer Service

 Is Virtual the Next Reality for Contact Centers?


The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. But just about every contact center is looking for a way to give their customers a greater degree of connection and a personal touch.

Guest Blog: How to Hire Live Chat Agents Who Delight Your Customers


This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. Previous Customer Support Experience.

Why Must I Repeat Myself Again and Again?


Customer Support. Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? Why did she ask for my account or customer number?

Combating Customer Support Complaints


Customer Support CommunityAs you’ve heard us say time and time again, today’s world is all about instant results. As consumers, speed trumps everything else and when that fails, we try to find the next best solution.

When It Comes to Customer Experience, My Bet's on UJET


After years of delivering SaaS solutions and supporting customers' implementations through their transition from one half-decent tool to another, I knew there had to be a better way. Customer Support Customer ExperienceMost of the time, we could get 80 or 90% of the way there—but only after significant compromise.

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Five Customer Experience Blogs You’ve Got to Follow


Customer experience is one of the largest competitive advantages for businesses today. Customer Support Customer ExperienceWith tons of knowledge and great minds to learn from, choosing where to focus your time can be a daunting task. But we have some good news: we’ve put together a list of five CX blogs you can follow to kick off the new year with great content delivered right to your inbox. Check them out below!

Q&A on Social Media Customer Support

Brad Cleveland

Is your organization waking up to the complexities of providing social media customer support? An interview that I did with provides answers to many common questions about social media customer support. Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Social Media customer access customer access strategy strategy

Guest Blog: 4 Things to Learn from a Disappointed Customer


This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Customer behavior is becoming more dynamic. Customers tend to grumble or express their discontent if things go wrong.

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Top 10 Angry Tweets from Customers Waiting On Hold

Fonolo is a community-driven platform that aims to end hold time for customers. I’ve been on hold with Sprint customer service for five and a half years. Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. Know What Makes Customers Tick.

Ensuring Data Security In Customer Support Programs


As organizations strengthen their customer support with new policies and technologies, they must also ensure they are building security and privacy into their overall support program. And given the large amounts of sensitive personal information involved in customer service interactions, organizations must take measures to ensure this data is properly secured. Customer Support Security

SMS – Better Outreach on Customer Terms


SMS has become the most effective tool for businesses to communicate with their customers because of its ease-of-use, convenience and reach. SMS enables customers to stay in their comfort zone as they interact with a business. Help and Support.

Amazing Business Radio: Murph Krajewski


Murph Krajewski Shares Keys to Creating Better Customer Support Experiences. Do your customer facing employees have everything they need to do their jobs properly? Murph explains that the problem starts with the customer service agent’s experience.

Amazing Business Radio: Tricia Morris


Tricia Morris On What’s Changing In Customer Service. Shep Hyken speaks with customer service thought leader, author, Sr. Product Manager at Microsoft, and one of the top customer service influencers of 2016, Tricia Morris, about global customer service.

5 Top Customer Service Articles For the Week of August 8, 2016


Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience. What Exactly Is The Future of Customer Service?

5 Top Customer Service Articles For the Week of June 12, 2017


Each week I read a number of customer service and experience articles from various online resources. 27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. Customer Loyalty: 20 Compelling Reasons To Double Down On It [Infographic] by Ellen Gross.

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AI and Bots In Customer Support


Particularly, when it comes to AI and customer support, it’s (often) deemed the next big thing. If we look through the current implementations, however, about 91% of customers claim that live agent telephony is still their preferred communication channel. Customer Support Thought LeadershipArtificial Intelligence, otherwise referred to as AI, is grabbing a lot of headlines these days.

Guest Blog: The Power of Training in Customer Service


This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. Brainstorming better ways to say “no” to a customer complaint.

5 Top Customer Service Articles For the Week of July 11, 2016


Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? Want Customer Loyalty?

Is Chat Eating into Phone-Based Customer Service?


Chat-based customer service is growing quickly. So we’re really focussing on the two ways human agents can deliver real-time customer service: voice and chat. Customer uses chat to find the store’s opening hours, or if an item is in stock. Making the Most of Customer Feedback.

Sometimes It’s Okay to Ask a Customer to Repeat the Story


Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customer service representative to the next and having to repeat the issue.

Amazing Business Radio: Nate Spears


Nate Spears on Providing Exceptional Customer Service. Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. How do I provide an exceptional customer experience?

5 Top Customer Service Articles For the Week of November 14, 2016


Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen.

The Customer Support Equation: Finding the Balance Between Humans and Bots


Artificial intelligence (AI) is deemed by many as the next big thing in customer support. found that nearly 80 percent of business leaders plan to or have already implemented AI into their customer support solution by 2020. Customer Support Thought Leadership Artificial IntelligenceThe concept of intelligent data or pattern-driven automation is exciting and we are seeing organizations welcome it with open arms.

5 Top Customer Service Articles For the Week of March 13, 2017


Each week I read a number of customer service articles from various online resources. My Comment: It has been said that customer service is the new marketing. If that is the case, then social media customer service (also known as “social care”) falls into that category.