Articles – Page 2

Customer XXX? Which one are you providing? (engagement / support / service)

July 23, 2020 / customer-service

How do you want to interact with your customers? More importantly how do you customers want to be helped? Traditionally there are three major ways to deal with customers, each for different phases of the customer lifecycle. Customer Engagement is usually thought of as outbound marketing. This is where you attempt to drive “engagement” with […]

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Customer Engagement and Service. Why is it important?

June 12, 2020 / automation, customer-service

Customers are the lifeblood of your business, so it makes sense to look after them. You already offer a great product and service and do the best you can when interacting with them, but some things still slip through the cracks. Is your customer really getting the best experience? “You’ve got to start with

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What is good remote customer service?

June 10, 2020 / automation, customer-service

We’ve all got used to working remotely, but how do you stay connected with your customers? What does a remote customer experience look like? They key in providing good customer service to your customers is to move from reactive to proactive activities. Too often interacting with customers results in “support mode” where the customer

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Should we automate

April 27, 2018 / automation, customer-service

While automation and outsourcing has commonly been thought to be beneficial to a business its important to recognise that without careful thought and planning it may do more harm than good for your business and your customers. Transparency and care throughout the customer journey is very important in building your brand and trust with your

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Customer Service Automation

April 23, 2018 / automation

Here is a great article on Customer Service Automation. Its clear the some automation to make the customer interaction smoother benefits companies and customer, however, there are key parts that should never be automated. Technology should be in place to facilitate human interactions not replace them. https://hbr.org/2018/02/the-parts-of-customer-service-that-should-never-be-automated

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