Customer Success Matters

Don’t Make Me Wait: The New Era of Customer Experience

Posted by Andy Ko on Mar 15, 2017 4:41:15 PM

As both a professor and chief scientist at AnswerDash, I spend time around two groups of people that couldn’t be more different:

  1. Enterprise marketing, sales, and customer experience executives
  2. Nineteen year-old college students

The first group loses sleep over rising costs, whereas the second just loses sleep.

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Topics: Customer Experience, predictive self-service, contextual self-service, frictionless customer service

Why are Companies Grappling with Basic Customer Service?

Posted by Christopher Brown on Mar 6, 2017 11:29:05 AM

Adam Bender from Computerworld Australia recently reported on an event hosted by IPscape exploring the challenges companies continue to have delivering customer service that meets expectations. With exploding connectivity and consumer expectations for instant service one would think businesses would be forced to respond.  However fear and other factors have made progress slow.

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Topics: Customer Experience, Customer Service/Support, Customer-centricity

11 Changes That Are Revolutionizing The Customer Support World

Posted by Don Davidge on Feb 6, 2017 7:09:49 PM

New technology and higher customer expectations are rapidly changing the game for customer service and the customer experience. The short version? Digital is taking over and customers want more, faster. If you want to meet the needs of your customers and stay ahead of the competition, then, you have to prepare for these changes and understand how they will impact your business and your job. Let’s break it down.

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Topics: Customer Experience, Customer Service/Support, Customer Success, Chatbot, Self-Service

What Will Customer Experience Look Like In 2017?

Posted by Jeanne Bliss on Jan 25, 2017 4:34:46 PM

Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes, is called “Five Bold Expert Predictions For 2017.” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” These are admittedly just two articles — there are dozens, if not hundreds, of articles published every day about CX — but if you find the intersection point of the two, you can learn a little bit about what customer experience trend lines might look like this year. Let’s dive deeper.

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Topics: Customer Experience, chatbots, omnichannel, geofencing

B2B Buyers Don't Want to Talk to You. They Want a Frictionless Self-Service Experience.

Posted by Jennifer Spencer on Jan 18, 2017 4:18:26 PM

Once upon a time, interpersonal interaction was the key to many successful business strategies. But today, things have changed. People’s first demand isn’t interpersonal interaction—it’s convenience.

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Topics: Website Self-Service, Customer Experience, Customer Success, answerdash, Instant answers, predictive self-service

Why Chatbots are an Important Opportunity for Retailers

Posted by Bart Mroz on Nov 3, 2016 2:09:11 PM

With Facebook Messenger now able to accept payments through chatbots, a new era of ecommerce is here.

The new functionality lets retailers accept payments directly, right there within a Messenger conversation with a user.

This is huge. As of February of this year, Facebook Messenger surpassed 1bn monthly active users, and WhatsApp hit that same mark in July.

For many years messaging platforms like these were void of brand or business integration opportunities, aside from general brand awareness and customer engagement.

After all, even the world’s largest corporations don’t have the resources that would be needed to personally engage in conversations with millions of individual consumers simultaneously. 

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Topics: Customer Experience, mobile, social, Facebook Messenger, chatbots, retailers

Customer Service Physics and the Impact of Self-Service

Posted by AnswerDash on Oct 10, 2016 3:29:41 PM

Excellent article on the physics of customer service by Tim Pickard originally published on No Jitter. 

No surprise, self-service continues to climb in importance. Web self-service use increased to 76% in 2014, up 9% from 2012, Forrester research data shows. But have self-service channels completely removed strain from customer service contact centers? Have they improved the overall customer satisfaction scores?

Not exactly...

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Topics: Customer Experience, Customer Service/Support, FAQ

The Future of Intelligent Self-Service Technology

Posted by Bill Colleran on Sep 29, 2016 10:14:10 AM

Bill Colleran, AnswerDash CEO interviews CX Expert Shep Hyken to hear his many insights into customer service and learn what trends he predicts for self-service.

I recently connected with CX Expert Shep Hyken to hear his many insights into customer service and learn what trends he predicts for self-service. Check out the interview to see what you can apply to your business! 

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Topics: Website Self-Service, Customer Experience, Customer Success, Instant answers

Your Self-Service 101: Three Things That Are Needed for Great Self-Service

Posted by Don Davidge on Sep 14, 2016 2:18:57 PM

Self-service is starting to gain further predominance in the service industry. From fast food chains implementing kiosks that allow customers to put in their orders, to stores making apps that allow customers to make quick purchases from the comfort of their homes, companies are starting to shift their business approach from the old assisted service model to the new self-service model.

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Topics: Website Self-Service, Customer Experience, Customer Service/Support, answerdash, Instant answers

5 Questions to Test Your Web Engagement Savvy

Posted by Don Davidge on Sep 9, 2016 1:46:25 PM

Ever since the inception of the internet, one of the most popular ways to measure how successful a website is, is through page views. One would think that the more page views a website has, the more successful a website is.

However, using page views to count popularity doesn’t tell companies about whether customers are engaged in the website or not. While a lot of customers can be attracted to a website and will go and view it, it doesn’t always mean that they will stay on the page.

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Topics: Customer Experience, Customer Success