Intelligent Customer Service: Connected, Contextual, Consistent

Posted by Kelly Koelliker on 2/9/17 5:00 AM

This article was originally published on the Verint blog on 2/1/2017

Today's customer is smart, engaged, connected and informed. To keep pace with this new breed of customer, organizations must also become smarter and more connected. Your employees are the gateway to your customers, and the best way to help ensure they stay satisfied and loyal is to empower your employees with the tools and tactics to provide superior service. Organizations seeking to provide intelligent customer service are able provide this level of service throughout the customer journey, even as it spans multiple channels.

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Topics: support, customer experience, social media, support services, social support, customer support, customer service

Putting the “Help” Back into Helpdesk

Posted by Danielle Miller on 10/27/16 5:00 AM

A few years back, while facilitating a workshop for a CNC machine builder, it became apparent why the “Helpdesk” was losing respect within their organization. Their team consisted of 12 experienced technicians, who referred to themselves simply as “The Desk". They had collectively removed the word “Help" from their name and were daily demonstrating negative behaviors, such as delayed assistance, growing impatience, and a general disregard for internal customers. The team’s actions were bringing down morale and beginning to impact business decisions. In fact, at the time of our event, their leadership team was weighing whether or not to outsource the department. So, how do you prevent this from happening with your own Helpdesk?

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Topics: customer experience, support services, customer support, customer service

TSW Day 2 Recap: Top Attended Sessions

Posted by John Ragsdale on 10/19/16 1:39 PM

Today is the final day of Technology Services World Las Vegas, and I'm back to take a look at the top attended sessions from yesterday. Our 1,600+ attendees had more than 75 breakout sessions to choose from yesterday, crossing all of our service disciplines, with a good mix of tactical and strategic topics. I always like to point out the top attended sessions, because people vote with their feet for the hottest trends and topics.

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Topics: customer success, customer experience, professional services, customer service, expand selling, professional services automation (PSA), Technology Services World Conference

4 Guiding Principles for Building Customer Loyalty

Posted by Donna Walker on 4/11/16 6:30 AM

We all know customer satisfaction is more important than ever to building customer loyalty and increasing retention, so it's fascinating to watch some customers display unwavering loyalty, no matter what their favorites brands do. Take the Chipotle food poisoning outbreak for example; after briefly falling from darling status, Chipotle is already setting the stage for a multi-year comeback with their “Better Burger”. And remember when Amazon raised the price of Prime Membership from $79 to $99 annually? We fussed, we complained on social media, but then we renewed anyways. With these examples in mind, here are four guiding principles your organization can use to build that kind of customer loyalty and prevent attrition.

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Topics: customer loyalty, customer retention, customer support, customer service, TSIA Partners

Don't Get Caught Off Guard By A Poor Customer Experience

Posted by Dennis Gershowitz on 10/1/15 6:30 AM

About six weeks ago, I shipped a piece of art via a highly reputable shipper. I will spare you the details of this fiasco, but needless to say, for a company prides itself in its branding as delivering the highest level of customer experience, I have to wonder how much truth there is behind their claim. My misfortune brings up the point that every company looking to maintain a good reputation with their customers should always be asking themselves, "Would our customer experience be considered positive or negative?"

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Topics: customer experience, customer service, customer experience journey mapping, customer engagement, TSIA Partners

Technology and the Customer Experience

Posted by Jodi Beuder on 12/20/14 9:30 AM

12 Days of Insights 2014: Day 11

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series.

It is clear that customer service is no longer in the silo of the customer support department, housed principally in a contact center. Instead, customer service needs to be implemented across various touch points within a company, including the company’s web platform and on their social media channels. IT departments are adapting to cloud-based and mobile-based platforms to make all these touch points sync together. 

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Topics: customer experience, big data, cloud, social media, mobility, customer relationship management (CRM), customer support, customer service, 12 Days of Insights, TSIA Partners

Key Capabilities of Customer Success: Webinar Recap

Posted by Thomas Lah on 12/13/14 9:06 AM

12 Days of Insights 2014: Day 4

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series.

With the ever-growing trend of businesses offering technology as a service, many existing customer support organizations are reinventing themselves as facilitators of “customer success.” These companies still offer support services to fix problems as they crop up, but their main priority has shifted to improving the value they bring to their customers and increase adoption and retention.

In our webinar, "The Key Capabilities of Customer Success", TSIA's VP of Customer Success and Support Services Research, Judith Platz and I explored the idea of customer success as a broad capability many businesses already possess, and how company charters can be reprioritized from the role of a support organization to one that promotes customer success.

Here’s a recap of the key points, in case you missed it.

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Topics: customer success, support services, customer service, 12 Days of Insights, power users, organizational capabilities

4 Easy Tips to Prepare Your Tech Support Team for the Holidays

Posted by Jodi Beuder on 12/12/14 6:30 AM

‘Tis the season to call for help! Caller A wants to install a car stereo for his sweetheart. Caller B can’t seem to coax those party invitations out of the printer. Caller C is “all thumbs” when it comes to assembling a child’s bicycle. Caller “D”… well, you get the picture! Deadlines and seasonal expectations can cause frayed nerves as consumers venture into territory they’re not familiar with or trained to handle, and it’s up to your tech support team to ease their pain. Here are 4 easy to follow tips for preparing your support team for the holiday caller crunch and provide excellent customer success despite the increased caller volume. 

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Topics: customer support, customer service, technology support services, TSIA Partners

5 Reasons To Invest in Training for Your Service Team

Posted by Jodi Beuder on 10/30/14 6:30 AM

It’s tough to get much return on investment (ROI), these days, so the recommendation to invest in customer service is often met with “Yes, I know we should, but…” And then there are the excuses “too expensive”, “not in the budget” or “the money is better spent elsewhere”. So why invest in training? By definition, “invest” means to put valuable resources into something you expect will give a personal or financial gain; to spend or devote for future advantage or benefit. So let’s look at how and why an investment in your customer and technical service team can pay off.

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Topics: return on investment (ROI), training, customer service, TSIA Partners

Customer Experience Journey Mapping

Posted by David Kay on 4/24/14 5:06 PM

“In the technology services business, our workdays are consumed with the things we do: closing cases, escalating, shipping replacement parts, improving knowledge and self-service, dispatching field staff, preparing for new product introductions…the list goes on and on. But it turns out, this isn’t what your customers are experiencing, at all.” 

Why Journey Map?
“O wad some Pow'r the giftie gie us
To see oursels as ithers see us!”

-- Robert Burns


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Topics: technology services, customer service, customer experience journey mapping, TSIA Partners

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