[INFOGRAPHIC] The Top 10 Customer Service Skills You Need to Have
This guest post is written by Matthew Olszewski, a Polish writer who covers topics surrounding personal development, psychology and business. If you want to stand out from your competition, it isn’t enough to have a high quality product. Many companies have realized the fact that the market isn’t as important as the customers. In addition, the present […]
Why Digital Customer Service must Balance Automation & Human Connection
This guest post is written by Stephan Delbos, Editor & Content Manager at Brand Embassy. The hype surrounding Facebook’s chatbot announcement made it seem like some people were envisioning a Transformers-like takeover of customer service by bots. The introduction of chatbots into digital customer service is great because bots are fast and very efficient. But humans still […]
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 […]
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 […]
Business Texting Etiquette: 6 Tips for Writing Great Texts to Customers
This post was co-written with Leslie O’Flahavan of E-Write. Text messaging isn’t just for pushing parking meter reminders or announcing severe weather. Ahead-of-the-curve companies are using text for two-way communication with customers. At a Denver coffee shop, customers can place their orders and pay by text. A large Midwestern university uses a text messaging service […]
A Q&A with Ashley Verrill about Proactive Customer Service
A couple weeks ago, I came across an article from Software Advice called How US Airways Delivers Proactive Customer Service Using Their IVR by Ashley Verrill. I thought that it is spot on with our belief that there has got to be a better way to build phone systems. It gives a lot of great practical tips […]