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.
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.
Think about a day in your life for a moment. Maybe you wake up and group text your friends about lunch plans and then chat with a friend on Facebook Messenger as you ride the train to work. You then sit at a desk and respond to emails and instant messages throughout the day until it’s time to head home. We communicate with more people than ever, in a more instantaneous way, yet most of us actually talk less than even a decade ago. So what does this mean for customer support? It signifies a shift in how people communicate – they want answers now, but don’t always want to pick up the phone to get them. This communication preference is where chat has become valuable to customer support as it enables new support opportunities. Here are 8 ways a chat feature in customer support software can be utilized to meet the communication preferences of the modern day customer…
It’s Monday morning and the last place you want to be after a stressful weekend at your in-law’s house is at work. You’d much rather be at home or perhaps at a spa. But as luck would have it, not five minutes into your day you get an upset customer going off about how their Handy-Made 5000 broke on first use and your company makes shoddy products and needs to replace it immediately. Could the day get any worse?