With Customer Service Week on the (very near) horizon, excitement is high and budgets are, well, where they are. Keeping costs in mind, we’ve come up with 14 low-cost ways to celebrate Customer Service Week, with some help from our #ICMIchat friends.
What’s the coolest part of the Iron Man movies? The elaborate fight scenes? The dream team-ups? Tony Stark’s acerbic wit?
At OneReach, some of us think the coolest part of the Iron Man movies is the artificial intelligence that helps power Tony Stark’s armor and business operations. That’s right—we’re talking about J.A.R.V.I.S., Tony’s occasionally sassy but always helpful personal assistant/user interface.
Happy Friday! Best day of the week, right? To celebrate, we’ve decided to start a weekly series highlighting the best articles of the week discussing customer service, customer experience, mobile and more. Here’s our five picks for the best articles of the week, in no particular order.
Back in May, venture capitalist and former Wall Street analyst Mary Meeker released her annual Internet trends report, highlighting social media, mobile and the Internet itself. One of her biggest findings, however, was the rapid growth of mobile messaging applications, which currently occupy six of the top ten slots for the most-used apps.
Texting has been around for over 20 years, but it’s only now just hitting its stride when it comes to business. Formerly just a way to send silly photos and emoticons (and to some extent, it still is), text messaging is now being viewed as a powerful way for businesses to connect with their customers.
For example, it’s widespread, affordable, real-time and flexible. It’s also brief, preferred, and can be used in any industry to satisfy customers.
What’s not to like?
There are a lot of call center metrics out there that measure customer satisfaction—CSAT, Net Promoter Score (NPS), even First Call Resolution (FCR). The way they measure satisfaction is different, but the end result is the same—to make sure the customer is happy.
But what if I told you there was a call center metric that could do nothing but measure a customer’s happiness, one that tracked their satisfaction through every interaction?
There is, and it’s called the Smiley Face Index (SFI).