With a proliferation of customer self-service options, it can be daunting to decide which channels to adopt. Leveraging user personas can help. These days, businesses and customers are realizing the benefits of customer self-service. What began as... Continue Reading
Knowledge is power, and companies that harness their information effectively empower their customers and employees to do what they need to do. Enter knowledge management software. Gartner defines knowledge management (KM) as a discipline that promotes an integrated... Continue Reading
Top 20 reports are updated annually. This report was updated 4/23/2019. Netflix entertains us with on-demand TV at the click of a button. Amazon sends us almost anything we can think of with same-day shipping. We’ve become accustomed... Continue Reading
Top 20 reports are updated annually. This report was updated on 10/4/2018. We can’t work without technology, but that doesn’t mean technology always works for us. When we need help, we contact a help desk. But when the... Continue Reading
Top 20 reports are updated annually. This report was updated on 10/4/2018. Is your in-house help desk team stretched thin? Are the countless emails and requests to fix the printer causing headache after headache? If so, then let’s... Continue Reading
Top 20 reports are updated annually. This report was updated on 10/4/18. Today we launched the latest infographic in our Top 20 series, the “Top 20 Most Popular Help Desk Software.” If you are searching for a... Continue Reading
Customer service, according to Shep Hyken, is not a department. Hyken is a customer service and experience expert and is behind one of our 21 can’t-miss customer service Twitter accounts. Customer service “is not found in rules and... Continue Reading
As a customer service manager, you’ve likely asked yourself what the essential skills for customer service are and whether they truly can be taught. The answer to the latter question is an unequivocal “yes.” Of course, it’s... Continue Reading
Sears recently selected GoToAssist as the company’s remote support tool of choice to connect field service technicians with the company’s master technicians. Now, when someone shows up to fix your refrigerator, they may be talking with an... Continue Reading
There’s at least one thing Pinterest fails and customer service fails have in common: Someone usually didn’t get the measurements right. For example, Comcast can easily measure the extra revenue they bring in from a deceptive pricing... Continue Reading
