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 […]
It’s Not Too Late to Set Your Customer Service Resolutions for 2016
The New Year is a time for new opportunities—a time to turn over a new leaf, start a new habit and become a better person. Of course, the New Year is also a time for businesses to set goals, to reevaluate the past year and chart a new course for the year to come. Customer […]
OneReach CEO Featured in Software Advice Report
OneReach CEO Rich Weborg was recently featured in Software Advice’s self-service report, “How a Customer Self-Service Portal Improves Customer Experience.”
OneReach’s Top 10 Blog Posts of 2015
2015 has been an exciting year for customer service, customer experience and mobile. There have been big technological advancements like AI and cloud services, big legislative changes per the TCPA, and big wins for companies trying to differentiate on the customer experience. As we look back on 2015, we decided to round up the articles […]
7 Lessons Star Wars Can Teach You about Customer Service
With Star Wars: Episode VII – The Force Awakens set to debut in just a few days’ time, we couldn’t be more excited. The decades-old space saga is sure to send us on a new, fantastical adventure, complete with lessons on friendship, family and the Force (and of course, lightsaber duels). In the midst of […]
25 Inspiring Customer Experience Quotes
Providing a great customer experience is becoming increasingly important to companies. In fact, over 80% of companies want to use the customer experience to differentiate themselves from their competition. But how can you get started on providing the best customer experience possible? We rounded up 25 customer experience quotes from some of the most well-known business leaders […]
15 Reasons We’re Thankful For Text Messaging
At OneReach, we eat, sleep and breathe text messaging. And with the most thankful time of the year upon us, I decided to ask around the office and see why people were thankful for SMS. Some answers were funny, some were practical, but all of them acknowledged the importance of this powerfully personal channel. Check […]
Texting Your Hotel—The Next Evolution of Hospitality Customer Service
Customer service doesn’t take a vacation, and neither does the hospitality industry. Staff are always on call 24/7 to meet the needs of visitors and travelers, wayfarers and wanderers. But the needs and wants of customers are changing. Over 85% of travelers bring their smartphone with them when they travel, and 63% of U.S. travelers […]
Weekly Review: 10/30 Edition
Happy Friday! Here’s our five picks for the best customer service, customer experience and mobile articles of the week, in no particular order.
OneReach Shares Customer Service Horror Stories, Vol. 2
Customer service interactions can turn scary pretty fast. You might be arguing with a service rep over cancelling your TV service, or getting stuck in an IVR for an interminable amount of time. Poor service can be such a deterrent that 89% of customers will start doing business with a competitor after a negative service experience. It’s the stuff customer […]