Customer Success Matters

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