Monthly Archives

January 2016

communication solution

3 Things to Consider When Building Your Own Communication Solution

By | Big Ideas, Communication, Operations, Tech Support | No Comments

Empowerment. That is the word that comes to mind when one considers how recent technological changes have affected a business’ ability to create compelling communication experiences. Despite the fact that the basic tools for making a phone call haven’t changed much in the last 150 years (even your smartphone still offers you a standard numeric keypad, not so different from the rotary phones of old), we are entering an age of innovation around communications such that the world has never seen before. And best of all, many of these technologies don’t require heavy-lifting from IT teams.

Unlike the monolithic incumbents in the enterprise communication space that require multi-million dollar upfront investments and multi-year deployment schedules, the future of communication lies in software. Developers are now able to leverage communication APIs to build proofs of concept in hours or days that they can share with their business partners. Similarly, business analysts can leverage drag-and-drop user interfaces to build communication solutions in minutes, without having to request development resources. Never before have both technical people and non-technical people had so much ability to create meaningful solutions.

However, there are real risks and process challenges to account for when trying to build your own communication solution. There are both technological and experiential conditions that you must account for.

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customer service failures

5 Lessons Learned from Customer Service Failures

By | Customer Experience, Customer Service, Gripes, Guest Posts, Miscellaneous, Self-Service | No Comments

This guest post is written by Erica Strother Marois, the Community Specialist at ICMI

We’ve all been on the receiving end of poor customer service. Long wait times, annoying IVRs, unforgiving return policies, and a lack of channel options can all be maddening. And inevitably, these frustrations spill over to the front line employees. Customer service is more complex and stressful than ever, and ICMI research indicates that the industry is only growing more complicated.

What can customer service leaders do to alleviate stress and improve the customer experience? To answer that, we turn to some of the most infamous customer service failures in recent history. (After all, some of the best insight comes from the biggest failures).

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text to order food

I Tried Assist’s Text to Order Service and Had a Decent Customer Experience

By | Miscellaneous | 2 Comments

A few months ago, I tried Domino’s text to order service, Anyware, with less than stellar results. I tried ordering over text message, but to my chagrin I found I had to order online first to be able to order over text.

Not a great customer experience.

But a few weeks ago I caught wind of a text message startup called Assist, offering you the ability order food, catch a ride or book a hotel over SMS, Slack and more.

Naturally, I had to try it out.

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customer service resolutions

It’s Not Too Late to Set Your Customer Service Resolutions for 2016

By | Miscellaneous | No Comments

The New Year is a time for new opportunities—a time to turn over a new leaf, start a new habit and become a better person. Of course, the New Year is also a time for businesses to set goals, to reevaluate the past year and chart a new course for the year to come.

Customer service, just like any department, can benefit from implementing new goals for the coming year. Here are five customer service resolutions you can set for 2016, along with some helpful tips on implementing them.

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customer service trends in 2015

Year End Review: Customer Service Trends in 2015 and Beyond

By | Big Ideas, Cloud, Communication, Contact Center, Customer Experience, Customer Service, Mobile, Self-Service, Texting, Trends | No Comments

As we look back on 2015, it’s tempting to refer to that age-old adage: “The more things change, the more things stay the same.”

This year, that couldn’t be further from the truth.

That’s because 2015 was the year the technology really made its presence known in customer service. Automation, artificial intelligence, social media, CRM integrations, texting–all were major customer service trends in 2015.

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