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...
by Keith Fuchs | Dec 28, 2013 | Automate Support, CRM, Customer Support
It seems as if every business, from major big-box retailers on down to mom-and-pop ice cream parlors, have some sort of customer loyalty program. These programs can take many forms. It can be a card swiped at the register at the time of purchase that gives a discount....
