Leading Off Customer Interactions With Positivity
This guest post is written by Jeremy Watkin, Head of Quality at FCR. I’m a huge baseball fan— a Los Angeles Angels of Anaheim fan to be exact. In baseball, the order in which the players bat is called a “lineup.” The general rule of thumb is that the first batter, or leadoff hitter, is […]
Why Your CEO and Customers Don’t See Eye to Eye on Customer Experience
This guest post is written by Jen Diaz, Program Manager at Irrevo. Stories of outrageously amazing customer service catch a lot of attention, whether or not they’re actually true. Everyone has heard the legend of the fellow who returned a snow tire to Nordstrom, even though the story that’s passed around is missing some context. […]
5 Reasons Why Your Customer Service Should Include Chatbots
It’s an exciting time to be involved the customer service and communications space. There are more ways to interact with a brand than ever before (email, Twitter, even Snapchat), but one of the most new and exciting advancements is chatbots.
7 Reasons Why Texting Is Great for Customer Service [SLIDESHARE]
At OneReach, we’ve long been supporters of texting for customer service. There are a few key reasons why.
Why Texting Is a Great Match for Workforce Optimization
The rise of messaging for business communication has taken the world by storm, and your contact center needs to be ready to respond. But first, you need to make sure you’re responding on the right channels. Research done by Harris Poll and commissioned by OneReach found that over 60% of customers would rather text than […]
[INFOGRAPHIC] How Bad Customer Service Affects Your Business
This guest post is written by Robbie Richards, a member of the content marketing team at Jitbit. Consider this: 89% of consumers have stopped doing business with a company because of a bad experience. AND… 86% will not purchase from a business with negative online reviews. The takeaway? Bad customer service is the fastest way to […]
Build Customer Retention through Business Texting
This guest post is written by Michael Janowski, Marketing & Brand Manager for Corporate Dynamics, Inc. A few years ago, I finished my Masters study at Eastern Illinois University in the little town of Charleston, IL. Approaching Charleston from the West, you can see the outline of EIU’s signature building: Old Main Castle. It’s a beautiful […]
Why Email Is Just One (Integral) Part of Customer Service
Email may not be the newest or flashiest communication channel out there, but you can’t deny it’s got staying power. There are more than 4 billion email accounts in the world, outpacing newer channels like social media by more than 2 billion.
7 Companies Whose Customer Service Makes Us Swoon
Last week, a bunch of fellow #ICMIchat-ers and I met to discuss our customer service crushes, just in time for Valentine’s Day. Some of the regular suspects were mentioned (Amazon and Zappos, naturally), but it got me to thinking—what are some other brands that are doing customer service really well? What really makes them great, […]
5 Lessons Learned from Customer Service Failures
This guest post is written by Erica Strother Marois, the Community Specialist at ICMI. We’ve all been on the receiving end of poor customer service. Long wait times, annoying IVRs, unforgiving return policies, and a lack of channel options can all be maddening. And inevitably, these frustrations spill over to the front line employees. Customer service […]