Customer Success Matters

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

The Power of Proactive Customer Service Solutions

Posted by Don Davidge on Feb 27, 2017 3:49:46 PM

The internet is growing and evolving quickly - and so are customer expectations. Today, over 40% of the world’s population is online, and these users are spending over $2.2 trillion dollars in the online retail space. On top of that, with new technologies and capabilities popping up every day, these customers have come to expect flawless online experiences where they can find the answers, products, or services that they are looking for quickly, efficiently and independently.

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Topics: Customer Service/Support, answerdash, Proactive Customer Service Solutions, Freshdesk

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

5 Best Practices for Providing Customer Self-Service with a Full-Service Feel

Posted by Tricia Morris on Jan 16, 2017 1:42:43 PM

From banking to bill paying, self-service is the new norm. Consumers are increasingly being empowered to do almost anything themselves online, from checking prices to checking in at the airport. Where there’s a will, consumers want a way, and that includes procuring their own customer service.

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Topics: Customer Service/Support, Customer Success, Full-Service, Content, Self-Service

Chatbots are Revolutionizing Customer Service

Posted by Don Davidge on Nov 17, 2016 7:16:00 AM

Customer support is rapidly changing. What is next in the world of customer support? In a word – Chatbots. Messaging platforms are already wildly popular for peer-to-peer interaction on mobile. Between Facebook Messenger and WhatsApp (both owned by Facebook), there are over 2 billion users on both platforms. Facebook is now developing Messenger as a B2C support channel and already thousands of brands have launched chatbots on Messenger channels.  

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Topics: Customer Service/Support, Customer Success, answerdash, chatbots

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

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

4 Reasons Why Self-Service Enhances Customer Experience

Posted by Don Davidge on Jul 14, 2016 5:15:49 PM

McDonald’s recently introduced a new type of ordering system – the ‘Create Your Taste’ kiosk, that allows customers to order via a touchscreen. After placing an order, all customers have to do is sit down and wait for their meal. This kiosk isn’t the first of its kind, however. In Japan, most ramen restaurants have customers order and pay for their meal via a vending machine, again, with the ease of just waiting for their food afterwards.

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Topics: Customer Experience, Customer Service/Support, answerdash, Instant answers

What Your Antiquated Customer Support is Costing You

Posted by AnswerDash on Jun 28, 2016 4:56:53 PM

Maintaining that bond between customer and company is critical to a successful business, and as the way customers interact with you changes, so should the way you interact with them. The desire for self service is a growing trend among online customers, particularly with the millennial age group. When 73 percent of consumers say that they should have the ability to solve most product and service issues on their own, you can’t continue to serve them the same-old, same-old.6 You need to bring the customer support to the customer, you need to abandon the help island and bring it ashore for the customer to directly access whenever and wherever they please.

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

Customer Support and Millennials: What You Need to Know!

Posted by AnswerDash on May 17, 2016 12:17:10 PM

Millennials are the future! You’ve likely heard the phrase countless times and for good reason: if businesses learn to treat millennials well now, they can protect that relationship for years to come. Here's what you need to know about millennials and customer service. 

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Topics: Customer Experience, Customer Service/Support, Customer Success