Guided CX Insights

It’s time to stop looking at customer service as a position that touches the contact center alone. A true customer service oriented organization recognizes that all employees need to incorporate the customer viewpoint into their jobs.

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.

As a customer, your goal when buying a new technology is simple: you want it to work as promised. You want the experience to be easy and straightforward, and you want the technology to provide you with the benefits you were offered during the selling process.

Customer support can be a costly proposition to companies. However, providing a solid online customer service structure will stop customer erosion and add long-term repeat customers.

The search for the ideal customer experience has become a quest across all industries. These days, it’s all about providing the means for your customers to reach you on the channels they choose, and then treating customers with the respect and consideration they deserve.