Category: Automate Support
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What Exactly is a “ Customer Moment? ” And How Do They Impact You?
It seems like every year, new acronyms and buzzwords appear in the customer service experience landscape. One of the newer terms to appear recently is “the customer moment.” But what exactly is it? And how can it impact your company or organization? Let’s take a look. On a basic level, a “customer moment” is any…
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The Times They Are A’Changing (for the Customer Service Experience)
If you’re reading this blog, then you probably have seen firsthand the changes that have come over the customer service arena just in the past 15 years alone. As Alex Bard of Salesforce points out, we’ve gone from 1-800 numbers to email and chat to social media. And as a reader of this blog, you…
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Be Careful Using Online Surveys to Enhance The Customer Experience
The title of this post may be over-dramatic a bit, but recent data has shown that there is a degree of fatigue with online customer service surveys. Think about it: how many times have you been surfing the web, and a pop-up will appear notifying you that you’ve been selected to complete a survey. Each…
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DIY: Going at it Alone During the Customer Service Experience
With the rapid changes in technology in today’s world, such as social media sites, email and increasing automation, it’s no surprise that customer service has been impacted. Think of the last time you were having a problem with a tech device or service, and needed troubleshooting—chances are, you were encouraged to take appropriate steps by…
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Some Quick Information on Resolving Customer Experience Issues
There are many channels available to customers to help troubleshoot problems and manage other customer service issues. There’s email, chat programs as well as the tried and true telephone. But which of these do customers use the most? And which were they the most satisfied with? A recent post on Zendesk sheds some light on…
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The Importance of a Good First Impression in Customer Service
We’ve all heard the saying that “first impressions count,” and nowhere is this more true than in the customer experience arena. While we hear the maxim often, we don’t really hear much about the data that backs this up. In a recent post on Zendesk, the results of a survey conducted by Dimensional Research showed…
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Troubleshooting Customer Service Issues Over Chat Programs
Just fifteen years ago, the traditional method of handling customer complaints and issues was either over the phone, or face to face. The times have changed, and technology has opened many other avenues for troubleshooting customer experience issues, and chat programs are one of the key methods. There are some advantages to chat over email,…
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The Importance of Creativity in Delivering Customer Service
We’ve been looking at a variety of skills needed to deliver an exceptional customer service experience, such as empathy, active listening, and being confident. Yet there’s another customer service skill that can really come in handy when dealing with customer issues: creativity. Let’s take a look at why this skill is extremely important. When handling…
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How Community Managers Can Succeed Social CRM
Social customer care as a concept has picked up fast in recent years. More and more businesses now appreciate social media as a crucial part of serving customers. Despite this, some company community managers and social customer care representatives, including agencies find it challenging to properly treat customers. Yonyx enables organizations to create decision tree…
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How to Provide Good, Confident Customer Service
In the customer experience arena, there are a number of skills needed to help develop excellent service, and one of them is being confident. If you are confident about your product and service, then this confidence will translate over to your customers. But how can you develop confidence in customer service transactions? Here are some…