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Getting the Focus of Customer Support Back on the Customer

Matthew Brown


Recent Posts

How to Choose Customer Interaction Management Solutions that Work

When it comes to customer interaction management (CIM), sometimes it can feel like every department has a seat at the table. Account management wants to know what support is saying, while sales is inquiring with both departments to see if there are any interactions that have upselling potential.

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Flexible Support System: Creating Personalized Customer Experiences

Throughout our personal and professional lives, we experience elements of personalization on a daily basis. “Have it Your Way” is now more than just a catchy fast food slogan, it’s a way of living as we’re able to customize both mundane and large events in our lives. From brushing your teeth every day with a customizable smart toothbrush to a car that programs seats and mirrors at the push of a button, placing yourself in situations created just for you has never been easier.

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How to Leverage Customer Service Software Reporting Data

Living in the “information age”, it feels like there’s a data point for everything. Not only are insights available for countless topics, but the way data is collected has become streamlined and more efficient. Instead of having a person clicking a counter at a store entrance to see how many people walk through the door each day, some companies now utilize sensors and video technology to acquire this information more accurately and reliably.

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How to Set Up a Help Desk Software Properly with Custom Fields

Properly managing your help desk software is just as important as what solution you choose. Even if you have the best technology, if it’s not properly configured the software can create problems and hostility with its users. One of the best ways to optimize how employees utilize your help desk system is through implementing custom fields. Not only do they save time, but they also improve the communication of your team with customers and even between departments. Here are a few ways on how to set up a help desk software properly with custom fields to save time and money…

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How will Virtual Reality and Augmented Reality Impact Customer Support?

Thanks to technology, we live in a world that is ever-changing and evolving. It may seem hard to believe, but only forty years ago if you wanted to communicate a message you had to pick up the phone or write a letter. There wasn’t any email, texting, or social media. Now, the ways we communicate and share information are instantaneous and can become extremely immersive.

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