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Weekly Review: 2/5 Edition


February 5, 2016

Weekly Review: 2/5 Edition

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Happy Friday! Here’s our picks for the best customer service, customer experience and mobile articles of the week, in no particular order.

4 Ways to Scale Customer Service Before Your Customers Feel It by Bill Bobbitt

Seeing your business grow is exciting. It’s proof that you’ve got the right blend of people, product and process, and that all of those factors are working together to help your business be successful. But sometimes, you might grow a little faster than you were expecting, and things, despite your best intentions, might fall through the cracks. Your customer service department is no exception. Luckily, there are some ways to address this. As Bill Bobbitt explains in his Inc. article, tracking the right metrics as your company grows (such as CSAT, First Response Time, etc.) will help you be successful.

Multichannel Support Will Burn Out Your Customer Support Team in 2016 by Adam Rogers

Customer service is a pretty intense job. You have to manage incoming customer request on multiple channels, provide the answers customers need, and do all of this in a timely and effective manner. Needless to say, it can become a little taxing, and burnout can become a serious problem. Research by Kayako found that customer service job satisfaction decreased by 6.8% over time, with respondents staying in their jobs for just under three years before calling it quits. So what can support centers do to prevent burnout? One way, according to Kayako’s Adam Rogers, is to shift customers to self-service so agents can focus on more pressing problems.

Find Your Biggest Customer Service Opportunities in These 3 Places by Jay Baer

There’s a lot of room for improvement in customer service. Call times could be shorter, agents could be more knowledgeable, packages could show up on time, etc. But amidst all this customer service angst is a silver lining: a chance to provide customers with the service they actually want. So, how can you find that out? According to marketing expert Jay Baer, one of the best ways to do this is to go on social media and see how customers are talking about your brand? Do you put customers on hold for an extended period of time? BOOM! There’s one way you can improve your service.

Amazon Echo Can Now Order You Pizza by Sarah Perez

At OneReach, we’re big fans of voice and automation, and one of the leading players in this space today is Amazon Echo and its virtual assistant Alexa. The smart speaker can turn off your lights, play and music, and now, as TechCrunch writer Sarah Perez explains, it can order you a pizza. The service, offered by Domino’s, still requires that you set up a Pizza Profile (the bane of my existence in my similar text for pizza experience), but Domino’s should be commended for offering customers the ability to order using new and emerging technologies.

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