AI Will Fundamentally Transform Customer Service
AI improves the economics and capabilities of everything around us. Amazon and Netflix recommend products based on our history, Yahoo and Facebook tag photos, Waze…
customer service solutions
Latest Posts
Your Customers Don’t Want To Call You For Support
Your customers just want an accurate, relevant, and complete answer to their question upon first contact so they can get back to what they were…
March 4, 2016 | Kate Leggett
Online Self Service Dominates Yet Again. Why? Its An Effortless Way To Get To Your Answers
Customers demand accurate, relevant, and complete answers to their questions upon first contact – served up as painlessly as possible – so they can get…
January 28, 2016 | Kate Leggett
Forrester’s Top Trends For Customer Service In 2016
It’s a no-brainer that good customer service experiences boost satisfaction, loyalty, and can influence top line revenue. Good service — whether it’s to answer a…
January 6, 2016 | Kate Leggett
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Just published — The Forrester Wave: Customer Loyalty Solutions For Large And Midsize Organizations, Q1 2016
I recently wrapped up my third evaluation of customer loyalty vendors, and the market has evolved slightly since 2013. First, the lines between loyalty technology…
January 4, 2016 | Emily Collins
Drive revenue with CX
Customer Service Channel Usage Highlights The Importance Of Good Self-Service
Customers are using more communication channels for customer service than ever before. They are also contacting customer service organizations more frequently. Companies are rising to…
January 22, 2015 | Kate Leggett
Forrester’s Top Trends For Customer Service In 2015
As 2014 winds down, I have taken the time to pause, and look ahead to what top customer service trends are surfacing for 2015 and…
December 17, 2014 | Kate Leggett
The Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q2 2014
During the past five years, the customer service capabilities leading vendors has matured as vendors have focused on solidifying the foundational building blocks of customer…
April 7, 2014 | Kate Leggett
Forrester’s Top Trends For Customer Service In 2014
In the Age Of The Customer, executives don’t decide how customer-centric their companies are – customers. In an attempt to move the needle on…
January 13, 2014 | Kate Leggett
What Is Customer Service Technology?
This post originally appeared on DestinationCRM.com Good customer service is the result of the right attention to strategy, business processes, technology, and people management.