Guided CX Insights

This guest post is written by Al Hopper – marketing, customer service, and social media expert, named as one of the Top 100 Most Social Customer Service Pros on Twitter in 2013 in the Huffington Post and a Top 50 Contact Center Thought Leader in 2014 by ICMI.

When the sun is shining, it’s hard to stay upset. Except if a new purchase isn’t working the way it’s supposed to. Or if software is experiencing a glitch. Or if customers don’t understand how to use the new solution they spent all that money on. Or if your customers have billing questions. That’s when you need to up your customer service game.

This guest post was written by Elise Keith, co-founder of Lucid Meetings, a complete online system for running business meetings with your team and clients.

There’s no denying that customer service can play a huge role in differentiating online businesses. Even with all the self-service options available, Forrester has discovered that 45% of buyers require person-to-person contact.

Ignore your contact center agents at your peril. Taking care of customer service agents is expensive. However, not taking care of them costs far more.

According to a recent survey, 78% of customer service professionals are tracking at least one performance metric at work. But are they tracking the right metrics?

Visual engagement is a critical set of tools, especially for online businesses that sell complex offerings.

I recently read a great article by Peter Diamandis about why we need more women in technology. Here are some of the facts he quoted:

While some processes lend themselves to self-service online, others require a more personal touch. Visual engagement – the use of cobrowsing, screen sharing and agent video solutions – is a key part of the humanization of online customer service.