Category: Automate Support

“Patience is a virtue.” It’s a phrase we’ve all heard many times, both in and out of the customer service arena. Within the realm of the customer service experience, it is extremely important to be patient, even if the customer is grating on your last nerve. Patience is needed to help foster a culture of…

In previous blog posts, we’ve looked at mobile CRM (Customer Resource Management) platforms, and how many businesses get them wrong. We looked at how most simply push a PC-version of a CRM package onto a mobile device, without taking into consideration the unique features a mobile device can offer, such as touch screen technology, and…

Customer Resource Management, or CRM, platforms are on the rise in the business world. They allow company employees access to a wide range of customer data, which can then be used to help enhance the customer experience, as well as troubleshoot any problems the customer may be having. There are CRM platforms for PCs, and…

When you learn what CRM (Customer Resource Management) software packages do, you might think they would be well suited for mobile use, but this really isn’t the case. A number of companies have tried to use a mobile form of CRM, but have failed to have any luck with it. What’s the problem then? At…

While it’s true that words hold power, and the are the crux of any conversation, body language also has a huge bearing on how a person perceives you. For instance, you can be saying one thing, but your body language is communicating something else altogether. In a customer experience setting, this can have some dire…

When we get bad customer service, we remember it—very well. We tell our friends, family and post negative reviews online. Good customer service tends not be recognized as much, at least up front. Yet there are those really exceptional customer experience moments where the employee goes “above and beyond” for the customer that truly form…

I speak from experience when I say working in customer service can be challenging—and I’m sure you know this too. Most days are fine, but every so often, the job will wear you down. So how can you maintain the all-important positive attitude needed to help with the customer experience? Here are some tips to…

No matter how long you work in customer service, be it a few months or many years, you will at some point deal with a customer complaint. It’s important to point out that these complaints won’t take the form of a “foaming at the mouth” type complaint, but instead will be rational and (hopefully) reasonable.…