Posts Tagged ‘customer support’

Ahhhhh, the soothing sounds of Muzak in my ear as I wait on yet another level of ‘automated’ phone service. All the while I’m wondering, did I choose the right selection? The lady at the beginning said I was supposed to listen closely because the selections might have changed. What if I wind up with […]

For fast-growing companies looking to transform the customer service experience, the key is to help your customers – and your support agents – help themselves. Studies show that more than 70% of customers prefer self-service over contacting a support agent. So how can you give your customers a place to quickly find the answers they need from […]

How do B2C companies like FedEx, Walgreens and Yahoo deliver personalized customer service in a connected and high volume world? Brian Calderwood (Walgreens), Celeste Davis (FedEx TechConnect), and Anar Shah (Yahoo) told us how: FedEx TechConnect Quote – “I will make every FedEx experience outstanding.” FedEx deployed Service Cloud roughly 9 months ago as part […]

We believe that demonstrating respect for your customers is the best way to keep them happy and engaged. But what does “demonstrating respect” mean in the context of customer support? It could translate to, Being transparent about your policies and acknowledging issues when they arise Providing customers with valuable self-help resources so they are empowered […]

Using a platform like Salesforce means that customer support and sales get to share the same space and use the same data. The shared environment is a huge advantage over systems that only focus on one business area (like RightNow or Zendesk). To maximize sharing between both groups – we’ve put together some common use […]