In business, sometimes making the wrong decision is worse than making no decision at all. This is especially true when it comes to the customer service industry. With customers being the foundation of so many businesses, going against their needs can be a make or break decision. And, in the fast-paced technology age we live in, making the wrong call is costlier than ever before.
With more companies discovering the value of customer support, and how it’s now a profit center and no longer a cost center, company executives are placing a higher value on support metrics. Data is king in modern business, with more decisions being driven by analytics than ever before.
Like any business, we all have different customers with different needs. Some customers have basic issues, while others have highly complex problems that can’t be solved in a single response by even your best agents.
In the business world, catch phrases come and go. Remember when “the net” was a thing? Running to your desk to grab a spreadsheet from “the net” was once a common task, but if you told an intern this right now they’d probably just give you a blank look!
As professionals, it can be surprising how roles within a business that seem completely opposite really aren’t that much different. A product manager and a technology stack manager may seem like they have nothing in common with their day-to-day work life, but take a step back and you’ll see both roles are constantly evaluating processes and solutions to ensure everything is running smoothly.
Managing self-service portals can sometimes be a daunting task. Especially if you’re inheriting the work of others, finding a starting point for how to update your self-service content can feel like a major hurdle. Fortunately, we’re here to help! Here are some steps for creating efficient workflows for updating your self-service portals…
The B2B customer is unique and requires a special kind of support strategy. In addition, the metrics that a company uses to measure success are also unique and very important. Utilizing the wrong data can cause a company to miss what it should catch and prioritize unnecessary actions.
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.
Ever since we were kids, the impact customer service has had on our lives has been profound. Small children will beg their parents to go the local bakery or butcher shop – not because they have a craving for bread or steaks – but to get their hands on a free cookie or piece of candy that the owner gives them every time they walk in the door.
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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