Everyone deserves a Human Connection in Customer Care
Richard Shapiro’s book “The Endangered Customer: 8 Steps to Guarantee Repeat Business” covers the personal and human touch in customer relations.
3 Tips for effective “Whole Company Support”
One topic that resonated with our group was Whole Company Support — how to empower your entire company to provide the best possible customer experience.
5 strategies for handling a crisis on social media
A talk by Dennis Owen, Group Manager Social Media for Cathay Pacific Airways, on crisis management using social media applicable to any organization.
The Future of Mobile and Social Customer Service: Part 1
There are over 1 billion monthly active users each for Facebook Messenger, SMS, and WhatsApp. Take a look at more key industry trends and analysis.
Part 4 of 5: Make Social Customer Service Seamless by Using Your Company’s Brand Voice
If your company’s marketing makes your product sound hip and your customer service emails, chats or tweets sound cold or legalistic, you’ve got a problem.
Part 5: 3 Ways to Grow Your Company By Finding Your Customer’s Voice
How to effectively manage digital customer service, ensure happy customers and drive sales. Customer service needs to be a team sport, the best-in-class orga...
Part 1/3: Many Voices — Customers Discuss Why Understanding Their Needs is the Gold Standard
Discern the profile of your customer, their demographic, their desires, and how they manifest those desires into purchases.
3 Key Takeaways For Launching A Successful Chatbot
A recent CCW survey of customer support leaders highlighted that by 2020 artificial intelligence/chatbots will save businesses $8 billion per year.
Upcoming Events — CCW Sessions Focused On Chatbots And AI
A great way for participants to interact and share thoughts on how technology such as machine learning can help support agents become more efficient.
Part 2/3: Many Voices — How One Company Executive is Using Technology To Engage the Voice of the Customer in Fashion
Pay attention to response time. Empower the people you trust and build the empire together brick by brick. Encourage your team. Every idea is a good one and...
Part 3/3: Many Voices — Three Takeaways for a Customer Support Leader To Enhance Voice of Customer Efforts
A few insightful takeaways from our conversation with Kriti Kapoor, former Head of Social Customer Care at Microsoft.
Part 1/6 — Scaling support — 5 Questions To Ask Before Starting A Customer Service Team
A list of 5 important questions to ask before starting a customer service team. How do you define excellent customer service?
Part 2/6: Scaling Support — Growing Your Customer Service Team: Organic vs. Outsourcing Expansion
Regardless of the path you choose, investing time into your team and ensuring they feel supported is necessary to provide support to your customers.
Part 3/6: Scaling support — The True Cost of Organically Expanding Your Customer Service Team
Expansions typically come with hidden costs. You may know for a fact that you need more customer service agents, but can you afford it?
5 Live Chat Solutions that Complete Your Service to Sales Pipeline
An insightful selection among plenty live chat solutions out there where small businesses could be happy and grow with.
5 Customer Success Tips Learned on the Job
Neal Taparia, founder Imagine Easy Solutions (IES), shared with us some of his key learnings about building a customer success program.
4 Essential Rules for SMS Customer Support
Your customers prefer getting support via text message. Here are some best practices to help them, including how to handle the images they send