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Blog Entries

Three Critically Important Benefits of Self-Service Support

Today’s customers have become more self-sufficient when it comes to seeking out answers to product inquiries or support issues. Self-service support, such as a support center (also known as a customer portal or self-service portal) have made it possible for customers to solve their support issues 24/7 instead of reaching out to a company directly…. Read more »

5 Customer Service Myths [INFOGRAPHIC]

Customer Service Myth: Fewer calls means better service, better experience and lower costs, while more calls means more cost and lower profits. Reality: Fewer calls means fewer problems, but it also means that customers have stopped complaining because the expect a poor customer experience. If so, fewer calls can mean lower revenue as well as lower… Read more »

5 Tips for a Better Online Support Center

Every day I have the privilege of talking to customers. I answer their how-to questions and help them if they have a problem with their account. In addition to those customer interactions, another part of my role is “speaking” to customers via our online support center, making sure it’s up-to-date and has answers that… Read more »

The A, B, C’s of Self-Service Support

One form of customer service on the rise is self-service support – a cost efficient and effective way to serve the customer by providing accurate product information to them. In fact according to Forrester, 72% of customers prefer self-service to resolve their support issues over picking up the phone or sending an email. Customers want it, companies… Read more »

Four Keys to a Winning Customer Company

The world is changing and so are your customers. Customers are powered by technology. They are connected 24/7. They are better informed and have more choices than ever. What new technology does is create opportunities for today’s businesses to connect with customers in a deeper, and more meaningful way. Today you can truly put your customers at… Read more »

10 Best Practices to Improve Customer Service [INFOGRAPHIC]

Today’s customers are bypassing the telephone, the contact form, and even email in favor of more immediate channels of communication. The volume and speed of communication has quickened at breakneck pace, and customers expect questions and comments to be answered and acknowledged quickly. Happy customers drive tangible benefits to the bottom line. It all starts… Read more »

Improving Customer Service When Customers Complain

There’s an assumption that the number of complaints received is a perfect reflection of the number of customer problems. If complaints go down, other numbers such as warranty and service costs will go down as well. In fact, complaints are often a poor indicator of the level of problems and dissatisfaction. Focusing on that number… Read more »

Customer Service Tips for Your Small Business

As part of last year’s Dreamforce, Alex Bard, SVP and GM of Salesforce Service Cloud and joined a panel aimed at best practices for small businesses, with a focus on customer service. Bard began by referencing both Amazon and Zappos, two brands well-known for delivering incredible customer service, with well established company cultures that place the… Read more »

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