2014 has been a big year for customer service, and we’ve been delivering our take on it every step of the way. As the year draws to a close, we decided to round up our most popular posts to see what content has received the most interest. The answers might end up surprising you.
One of America’s biggest corporations is shaking up its internal communications.
Coca-Cola employees are being encouraged to text one another to increase productivity, rather than make outgoing calls and leaving messages. If anyone tries leave a message for a colleague, they’re stopped by an automated message encouraging them to try alternative forms of communication.
When you think of customer service in 2014, chances are the first thing your mind jumps to is the horrific Comcast service call. But 2014 was actually a great year for customer service: omnichannel service picked up steam, customers had more ways to solve problems than ever, and contact centers started implementing new, useful channels.
It’s not uncommon to find a OneReach team member wearing a bright blue t-shirt with the words “Can I Text Your Business” in big block letters on the front of it. My colleague and I were both wearing them at the International Customer Managment Institute conference in San Diego a couple months ago, when a woman who manages a contact center said- “No, you can’t!” from across the way. While that may seem like a pretty normal statement, the ensuing conversation brought a couple key elements into focus for us both.
The holidays can be a stressful time for your customers: they’ve got gifts to buy, lights to string up, and people to fight off before they grab the last half-price flat screen TV. If you work in customer service, you’re well-versed in the frantic frenzy during the holidays. And, with business booming during the winter months, you’ve also got more to do and less time than you can shake a candy cane at.
OneReach was recently recognized in “ICMI’s Most Beloved Articles of 2014,” a yearly round-up that highlights the most buzzworthy and popular articles published on the contact center resource site. Co-written with Leslie O’Flavahan, “6 Strategies for Writing Great Texts to Customers” was ranked the 6th most beloved article of 2014.
People often get criticized for having their head in the clouds, but for your contact center, there’s no better place to be. Over 65% of businesses are already using cloud-based applications, and 46% of contact centers planned to move their contact center to the cloud by mid-2015.
One of the best reasons to do so is cloud-based SaaS. This technology is a pretty big deal because now it’s easier than ever for companies to get business done in a timely and cost-effective manner. Under the cloud SaaS model, contact centers can essentially “rent” the software they need to use on a subscription basis. The “cloud” part is exactly what it sounds like–instead of downloading software directly on a computer, contact centers can access the software they need anywhere, anytime.
Having observed dozens of providers and staff members in their natural work environment, we have seen and heard a lot. But some of the personal stories that we’ve heard are hard to forget and worth sharing. These stories shed light on the truth about healthcare communications and the workflows of these dedicated, and often over-worked, staff members.
We’ve spoken before about how awesome texting can be for your business: it’s brief but to the point, and cheaper without skimping on the essentials.
Still, a lot of businesses find it hard to get things right over texting, or to even get things going at all. Some are worried about adding a new channel, and still others are worried if texting is the right new channel to add.
How can you provide the best customer experience without knowing your customer? Short answer: you can’t. Luckily, you have tools that can guide you on your way to provide the best customer experience, like the journey map.
Journey maps help companies identify what tasks a customer wants to accomplish, what the emotional highs and lows of their journey are, and the best way to help them accomplish their goals.