by Keith Fuchs | Jan 31, 2014 | CRM, Customer Support, Knowledgebase
Just because you know you need to implement social CRM into your creative customer support plan, doesn’t mean you know HOW to run an effective social CRM campaign. Be aware of the 5 signs listed below that it’s time to turn your social CRM campaign over to...
by Keith Fuchs | Dec 31, 2013 | CRM, Knowledgebase, Troubleshooting
Rather we realize it or not, language is one of the most powerful factors in our lives. The way words are said, sentences phrased and tones used, can make all the difference in our message is received. You can be trying to communicate something positive, but due to...
by Keith Fuchs | Dec 30, 2013 | Automate Support, CRM, Customer Support, Knowledgebase, Troubleshooting
As this Zendesk article points out, phone-based customer experience support, especially for large companies, is in something of a mire right now, for a variety of reasons, be it a poor infrastructure or poor technological resources. They point out a fact that may...
by Keith Fuchs | Dec 29, 2013 | Automate Support, Customer Support
In a previous post, we looked at the growing trend of customer self-support, in which your customers use a wide variety of online tools to seek assistance for common support issues. Another growing trend in customer service is multi-channel support. This means...
by Keith Fuchs | Dec 28, 2013 | Customer Self Service
Real quick: in your lifetime, think of the changes you’ve seen to handling the customer experience. If you’ve worked in the area for any length of time, then you’ve probably seen a lot. Traditional channels of customer support, such as phone-based...
