February 4, 2019
Post: 3 Common Customer Service Sins To Get Rid Of
Last Monday I had an interesting conversation with Paul, an English colleague of mine. As we are both 100% customer service focussed, we usually talk about this topic. But this time, we did so in a different way, asking each other: ‘what’s the biggest customer service pain point in your local market?’ This simple question…
January 31, 2019
Post: 25 Data Driven Customer Service Trends and Tips for Small Business
The rise of automation, including self-service, has created a rapidly changing customer service industry. Certainly, they have prompted a major shift in the way customers communicate with businesses. Not only are consumers expecting near instant resolution of their issues, they are expecting it in a personalized and courteous manner. There are several things your customer…
January 7, 2019
Post: Build Customer Service Priorities To Improve Your Business
The first days of the new year are usually full of good intentions: ‘I’ll start doing this, I’ll change that…’ and so on. Like it or not, sometimes we are not able to accomplish all that we wish to do. When it comes to customer service, it’s not easier since managers always struggle with constraints…
November 6, 2018
Post: Why You Can’t Do Without The 3 Customer Service Pillars
You can’t fake customers. When they ask for support, they quickly realize whether the customer service they’re dealing with is rock solid or shaky. The difference is entirely relevant, since a rising number of people switch to a competitor after just one negative experience. So, in this article, you will learn about the three customer…
September 11, 2018
Post: Hey, Do You Use WhatsApp in your Customer Service?
I had heard rumors about it last November at the Customer Service Summit in New York, but now it’s confirmed: WhatsApp has officially announced the launch of their long-awaited business API. In this article, you’ll find out why this is going to be a game changer for many businesses and how you may take advantage…
August 6, 2018
Post: Don’t Let Constraints Kill Customer Service
“I wish I could, but unfortunately I can’t…”. That’s the typical sentence that expresses a sense of frustration. Did you ever utter these words? Well, in the past I did it more than once. Today I hear many people saying similar things – whether they refer to their life or their jobs. As a consultant, I…
July 9, 2018
Post: 5 Customer Service Trends You Shouldn’t Miss
Yesterday, I asked Milan Malpensa airport for some information because my mom will travel soon and needs special assistance. As I wanted a quick response, I used Twitter because they provide support thru the account @MiAirports. I have to say that it was great! In just 6 minutes I got their answer avoiding any ‘waiting…
May 9, 2018
Post: Why Great Customer Service is Invaluable In Marketing
In this article, Robert Caruso discusses how great customer service is a form of marketing. More specifically, if you get your customer service right, the word-of-mouth publicity could bring you more customers. It could also earn you brand advocates! This is It is another in our “Great Articles You may have missed” series. Great Customer…
February 5, 2018
Post: 3 Things To Know About A Customer Service Pilot
Are you planning to launch a new service or to integrate a new support channel? Well, before doing that, you’d better set a test phase during which you’ll get valuable feedback, insights and data. All of these results will enable you to wisely decide whether to ‘keep the new thing going’ or just abort it. So, what…
January 8, 2018
Post: How To Manage Customer Service Triggers
A couple of weeks ago I met the customer service manager of a mid-sized company. He told me about their first pivotal attempt to deliver support thru digital channels, and why they’ve decided to quit after a short time. Guess what? They quit because they we’re receiving many complaints via live chat and Twitter. Now,…
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