Aug 23 2017 Save Your Customers Time, Use Their Phone Number
I have a question: Why don’t more companies recognize me when I call? Identification is the first key to a successful interaction. Yet, I keep getting asked the same thing every time I call in: “Can I get your account number?” I rarely remember my account number, so this process is inevitably painful and time-consuming. […]
Read MoreAug 19 2017 Customer Care Strategy: Value Your Customer’s Time
Whether your strategic direction involves improving metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) or reducing overall costs, a key element involves demonstrating that you value a customer’s time. Too often, I witness my clients implement a new technology that should move the needles of metrics or costs, but they fail to produce the desired outcomes. […]
Read MoreAug 13 2017 Transaction Monitoring Improves Customer Satisfaction
Today’s consumers are well-informed, connected and know what they expect from their interactions with businesses. Not only that, their interactions are electronic, and their loyalty to a brand or business is difficult to hold. Their expectation of instant satisfaction leaves little room for poor performing systems and applications. That means more than ever, transactional success […]
Read MoreAug 05 2017 Is The IVR Dead Or Alive?
I frequently attend the customer service trade shows and themes typically involve education on emerging technologies not yet widely adopted. For example, this year I attended several shows that focused on support for social media platforms like Facebook Messenger or Twitter. Prior to this rising trend in customer service for social media, web and text chat […]
Read MoreJul 27 2017 Texting Has Become The Channel Of Choice
We all read the statistics – we might even question their validity – but study after study after study continues to repeat the concept that the world has gone mobile. I recently conducted a personal study and attempted to engage 25 utilities in a mobile self-service test. I found the customer care number and via […]
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