The proliferation of social media and mobile devices have completely changed how customers interact with a company. Today’s customers expect the best customer service and they want it from the channels they choose. The first experience your customer has with your company is critical. It can determine whether they will become a life-long customer or… Read more »
A few weeks ago, the much-anticipated second season of “House of Cards” premiered on Netflix. The show details the process of Frank Underwood (Kevin Spacey), a ruthless politician that will stop at nothing to become the President of the United States. While I don’t encourage revenge, deception or mind games, there are a few lessons… Read more »
Editor’s Note: “Evolve! Grow Your Business Through Collaboration” is an eBook created by Salesforce.com. You can download the original eBook here. Collaboration between customers, managers and employees can make a huge difference when it comes to the success of a company. his kind of collaboration is especially vital for fast-growing companies that want to grow. But… Read more »
Fact: The importance of the customer experience has risen. If you’re like most fast-growing companies, the odds are good if you’re already prioritizing customer interactions and satisfaction. According to Forrester Research, 43% of organizations report a correlation between improved Agent experience and better customer satisfaction outcomes. However, many companies face challenges when it comes to… Read more »
Like most fast-growing companies, you’ve likely managing your customer support informally, using email and other standard business productivity tools to field requests. But as your business grows, you’ve realized you need to streamline your customer support operations — and that’s where Desk.com becomes essential. But before you jump in feet-first into configuring Desk.com, it’s important… Read more »
So you made a good move by signing up for Desk.com. What next? Whether you’re trying it out or making the switch, you’ll need to get your bearings. Learn how to setup your support channels in four easy steps with the new Desk.com Getting Started Cheat Sheet. If you’re already using the system, you may not… Read more »
Today, a majority of customers are not experiencing great customer service, and they expect resolutions to their problems at breakneck pace. Expectations including: 69% of customers said they were on hold too long when seeking help from a company 41% of consumers expect an email response within 6 hours 30% of consumers that tweet a… Read more »
No matter how good your customer service plan is, nothing happens exactly the way it’s supposed to. Customers will judge your company for service failures, large and small, from bugs in your software to responses not answered within five minutes. But you can seize these opportunities — how you handle managing customer service issues and… Read more »
The pain point many people experience with customer service is having to wait for a response from a support agent from any company. Even if it’s 30 minutes, it’s still time customers can’t use a product or service the way it’s meant to be used. That’s why self-service support, such as a customer portal or… Read more »
Building an online customer support center can be challenging, especially when it comes to creating a knowledge base with up-to-date, accurate and reusable content – and in all the languages your need to serve your customers. In customer service — as in all business matters — some of the best advice can come from other… Read more »
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