In an era of digital communication and vast social media influence, it has become incredibly easy for consumers to voice their opinions about the companies they frequent, support, or vilify. One disgruntled customer can rally thousands in a matter of hours with nothing more than a 140-character blurb gone viral. Every individual has potential access …
No matter what business you’re in, it’s important to remember that customers don’t buy from companies, they buy from people. Your customer support team acts as a critical human face for your company; they are the people that your customers buy from, the team that troubleshoots their problems, and the ones who can make or …
4 Ways IVR Survey Technology Helps Companies Hear The Voice of the Customer Read More »
It’s about time. Customers, like everyone else, have a different notion of time than they used to. The internet and mobile devices have done that—we can access the whole world of knowledge with our fingertips, instantly. This also applies to customer complaints. More quickly than ever, customers can lodge complaints against our companies—so fast, in …
When thinking about customer service, it’s important consider how the means justify the end. Sure, it’s great to wow a customer, delight them even. But if all of that glitz and glitter doesn’t help them achieve their primary goal—getting information in a timely manner—then it’s more of a hindrance than anything else. They called because …
In an apparent attempt to reduce the number of negative reviews it receives online, a hotel in Hudson, New York, decided to start charging wedding guests $500 for each negative review posted online by anyone in their party. In an era where customers have a stronger voice than ever through social media sites like Yelp, …
Most customers use self-service to get in and get out quickly. It’s no surprise when they don’t want to complete a post-call survey. However, some customers are itching to share their thoughts after a customer service interaction—unhappy customers. Unhappy customers are almost always in the mood to provide some feedback after a call—if not to you, to …
Use Post-Call Surveys for Real-Time Customer Service Recovery Read More »
When thinking of surveys, it’s important to remember what they actually are: data. Surveys yield data that helps us make informed decisions on just about everything these days. Certainly, politicians don’t make a move without them. And companies use them to guide their customer service. Customer service PR nightmares are cautionary tales for the rest …
No one likes waiting on hold, especially for mundane tasks like checking an account balance. Here’s a SlideShare deck with five ways to avoid putting customers on hold, ever.
Once we acknowledge that the measurable, objective job might be taken by an app, we have to make service dramatically better than self-service, or else this job is gone. —Seth Godin Humans replaced by machines. This is the future sci-fi movies have been both hoping for and warning us about for decades now. It’s closer …
Peter Theis, ‘father of the automated switchboard’ and Public Enemy Number 1 for everyone who dislikes automated phone systems, talking with the LA Times: I’m the guy who did it, yeah. I am ultimately to blame. I’m Dr. Frankenstein…When I invented it, I knew this would be huge. My goal was to improve the efficiency …
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