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

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

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

The Best Posts From the Customer Support Community in 2015


This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Going into support is now considered a valid career choice. The best of customer experience.

Consistency Across Channels: We've Got a Long Way to Go

Brad Cleveland

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.

What Should a Business Look for in a Help Desk Solution?


At some point, while your head’s down trying to build the business and acquire customers, there comes a time when all of those customers you’ve won over come knocking. But eventually, every growing business needs to find a solution to customer support—enter help desk software.

The Best Help Desk Software for Small Business


Customers, their habits and preferences, they’ve evolved a lot over the last several years—and customer support teams are sprinting to catch up. A whopping 87% of consumers say brands should put more effort into creating consistent support experiences.

The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value


Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. This continual channel shift has also influenced the nature and complexity of services being delivered.

Hiring Support Representatives: The 5 Questions You Should be Asking


And when you hire support representatives, your decisions will have a major impact on all three categories. While the questions in this post can be used the next time you’re hiring support representatives, you’ll more likely want to use them as a template to tailor an interview to your company’s needs. It seems like an easy question, but when hiring support representatives, this will reveal a ton about his or her potential to be an all-star agent.

CX: The Shift from Call Center to Contact Center

Revation Systems

In today’s instantaneous world of communications, this rings truer than ever as consumers expect high-quality experiences stemming from seamlessly connected channels, anytime and anywhere. So what does this shift in form and function mean for the customer experience?

What is Customer Engagement?


A good amount of customer support interactions begin with the three simple words: I don’t know. And when customers don’t know how to resolve an issue, they tend to initiate some kind of support interaction. According to Marketo , two out of three B2B consumers engage a company primarily to request service or support. It’s a natural part of the customer journey. Two out of three B2B consumers engage primarily to request service or support.

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Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty


Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. The result is that businesses lose customers instead of the growth they’d planned. Customers value the quality of customer service as much as price and quality of products.