2014 Customer Care Self Service 
Vonage
AUGUST 15, 2016
Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes. As I’ve discussed before, successful brands help customers help themselves, serve customers where they are and personalize customer care.
Kayako
DECEMBER 31, 2015
This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. The best of self-service.
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Vonage
SEPTEMBER 20, 2016
When teams have a 360-degree view of a customer, they in turn have the ability to provide better attention to their customers’ needs.” While the personal connection is great, sometimes all a customer wants is a quick answer.”. Creating a great customer experience requires understanding this one simple reality ….
Lumoa
JUNE 14, 2023
As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Train your Staff to Become Customer-centric How do you create a customer-centric culture? To illustrate, let’s take the example of United Airlines’ reputation crisis.
ShepHyken
JUNE 2, 2017
To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. This helps… but it only adds to the scope and complexity of the service role, and can really blur the lines between business functions like sales and marketing.
Tricia Morris
OCTOBER 22, 2015
But how does employee self-service knowledge separate the best from the rest? In addition, self-service knowledge can empower sales with subject matter expertise for RFPs without having to email or call various employees across the organization. And knowledge plays a prime role in engagement related to sales.
Tricia Morris
OCTOBER 19, 2015
For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone.
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