A repository of customer service contacts...

Why Customer Service is Your Sharpest Marketing Tool

Thanks to the advent of the Internet, it’s easier than ever for customers to stumble upon brands. Through search engine results pages and organic social media content brands can connect with an endless stream of enquiring visitors without allotting exorbitant outbound campaign fees. But what happens when internet amblers click on an SERP link or … Continue reading “Why Customer Service is Your Sharpest Marketing Tool”

Alibaba launches AI-powered smart customer service chatbot

Alibaba has launched a smart customer service chatbot powered by artificial intelligence (AI) that retailers can customize to suit their individual virtual-storefront operations. Dubbed ‘Dian Xiaomi’ (“store assistant”), the text-only chatbot was inspired by the Ali Xiaomi AI-powered chatbot rolled out by Alibaba in 2015 to handle customer enquiries and complaints coming into the e-commerce company. … Continue reading “Alibaba launches AI-powered smart customer service chatbot”

3 Steps for Consistent Customer Service

Studies have shown that the only thing worse than bad customer service is inconsistent service, which leaves a consumer confused and wary about what to expect when they walk into a store, call the help desk or send an email. With more choices available than ever before, we all want consistency and to know what … Continue reading “3 Steps for Consistent Customer Service”

Start-up aims to make customer service people ‘more charming’ through AI

Everyone’s familiar with the distracted or non-responsive customer service rep. One start-up founder aims to make that phone call more pleasant. Cogito, a voice technology start-up in Boston, is using AI to make customer service representatives “more charming,” chief executive Joshua Feast said to CNBC. The cloud-based software uses algorithms, behavioral and speech science to … Continue reading “Start-up aims to make customer service people ‘more charming’ through AI”

Hospitals And Hospitality: What Customer Service and Patient Experience Can Teach Your Business

Customers want systems and smiles.  They don’t want a warm and fuzzy experience that’s broken, or a results-oriented experience that’s unpleasant. Consider, for example, where hospitality (hotels, resorts, restaurants) and hospitals (and similar healthcare institutions) converge and where they part ways. Hospitals and hospitality should have a lot in common; the two words even come from the … Continue reading “Hospitals And Hospitality: What Customer Service and Patient Experience Can Teach Your Business”

3 Simple Ideas to Improve Customer Service and Retention in the Tech Industry

The tech industry can be an unforgiving jungle for customers. Tech has always been an impersonal industry, partly because many techies are always better with machines and gadgets than with people. Plus, with the growth of ecommerce and companies that deal exclusively with digital products, the distance between customers and authentic customer service is getting … Continue reading “3 Simple Ideas to Improve Customer Service and Retention in the Tech Industry”

7 Steps for Better Social Customer Service in 2017

Today’s always-on social consumer is fundamentally shifting how brands are engaging and caring for their customers. 2016 was the watershed year for social channel engagement, especially over messaging platforms like Facebook Messenger and Twitter. And 2017 promises to build on that momentum, delivering innovative solutions that simplify the customer-service process while building brand image and improving … Continue reading “7 Steps for Better Social Customer Service in 2017”

You Know Your Customer Service Is Broken. Here’s Where To Start The Repairs

Mark Twain famously said (or did he?) that “the secret of getting ahead is getting started.” So, if you’re looking to get started on a customer service initiative, I want to encourage you, rather than being complicit in giving you any excuses for delay. Here are five places that could each serve as the starting point … Continue reading “You Know Your Customer Service Is Broken. Here’s Where To Start The Repairs”

Bad Customer Service Mistakes That Will Destroy Your Business

Your company could be riding on innovative ideas with the likes of Steve Jobs, but none of it will ever matter if your brand’s customer services skills are lacking. Today’s businesses need every possible leg up over their competition, and customer service is proving to be a booming key factor. Unfortunately, most business owners today … Continue reading “Bad Customer Service Mistakes That Will Destroy Your Business”

ATMs and lattes: How banks are changing customer service

If you’re like many Americans, you may be making fewer trips to the bank and instead taking care of check deposits with a mobile app or tracking account balances with a few mouse clicks. Digital banking is undeniably gaining ground over the old brick-and-mortar process. But about 84% of banking customers still visit branches at least occasionally, according … Continue reading “ATMs and lattes: How banks are changing customer service”

Higher Minimum Wages Will Not Guarantee Better Customer Service

There has been much controversy about raising the minimum wage. There are pros and cons that could be argued on either side. President-Elect Donald Trump is bringing a new fiscal attitude to Washington, D.C. You may or may not agree with him, but expect a change. His choice for labor secretary is Andrew Puzder, a … Continue reading “Higher Minimum Wages Will Not Guarantee Better Customer Service”

Customer service essential: digital strategy

How does social media affect customer service? I am not going to tell you that I am a social media expert, but I can tell you a couple things from a customer perspective. First of all, I think all businesses need to use some form of social media to be able to attract customers to … Continue reading “Customer service essential: digital strategy”

How machine learning is ushering in a new age of customer service

While machine learning itself is nothing new, the speed at which data can now be processed, analyzed and actioned has completely changed the machine-learning game. Readily affordable computing power, the quantity of data available, and algorithms we never thought we could use are now possible. Though the fundamental concept remains the same, machine-learning is now … Continue reading “How machine learning is ushering in a new age of customer service”

3 Reasons Facebook Chatbots Are Good For Customer Service

With 900 million monthly users, Facebook Messenger is a popular way for people to connect with friends and family. And with the growth of chatbots, the service is turning into a powerful way for brands to connect with customers. Facebook’s chatbots can be added to the Messenger service to allow customers to get automated customer … Continue reading “3 Reasons Facebook Chatbots Are Good For Customer Service”

Customer service with 140 characters instead of 1-800

How many minutes do you think you’ve spent waiting on customer service calls? Too many, right? 10 News This Morning anchor Allison Kropff shows you how 140 characters can get you a lot more than calling 1-800. You’ve heard that voice before. Probably more than you would like. “Three minutes. To get somebody on the … Continue reading “Customer service with 140 characters instead of 1-800”

The Six Customer Service Silver Bullets

Here are the six elements that can position your organization for customer service success. Although be forewarned: excellence in customer service and the customer experience isn’t a puzzle or riddle that can be solved once and for all. It’s going to require sustained diligence and focus, because inertia and pushback will otherwise inevitably set in. But here are … Continue reading “The Six Customer Service Silver Bullets”

Customer Satisfaction Is the Enemy of Exceptional Customer Service

Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.” A twist on this excellent concept is that, “Good is the foundation of exceptional.” A good customer service experience is doing what you are supposed to do. That’s expected. In other words, it meets basic expectations. It’s … Continue reading “Customer Satisfaction Is the Enemy of Exceptional Customer Service”

The Single Most Important Customer Service Skill You Can Have

What is the most important customer service skill one can have?  The answer might surprise you. What is the most important customer service skill you can have?  There are a lot of skills and behaviors to choose from – Asking questions, active listening, using positive language, problem-solving, being proactive, being genuinely interested – the list goes … Continue reading “The Single Most Important Customer Service Skill You Can Have”

Co-op Energy pays £1.8m over customer service failings

Co-Operative Energy is paying £1.8m in compensation for a series of customer service failings, after becoming the latest gas and electricity supplier to suffer problems with a new IT system. The sum equates to an average of just £7 for each of the 260,000 customers who were affected by the problems, which followed the introduction of the new … Continue reading “Co-op Energy pays £1.8m over customer service failings”

Senior Executives Are Now In Customer Service

It’s late at night after a long day at the office—are you checking your work email? Maybe not, but chances are a senior executive is, and it just might be to respond to a customer. Customers are resourceful. They are Googling senior-level executives names, finding them online and venting. They’re doing this on nights, weekends … Continue reading “Senior Executives Are Now In Customer Service”

Bamboozled: Samsung customer service left him smoldering

Samsung hasn’t had an easy time of it lately. The company’s Galaxy Note 7 smart phone was recalled after dozens of reports that the batteries caught fire and in some cases, exploded. The phones were even banned from all U.S. flights last week for fear of an incident up in the air. Now, customers are complaining the … Continue reading “Bamboozled: Samsung customer service left him smoldering”

Is Customer Service the Most Difficult Job in the World?

While physical capital refers to physical objects and human capital refers to unique personalities each of us brings to the table; social capital is the health and breadth of our collective understanding of one another. A society of diverse, capable but isolated individuals is not necessarily rich in social capital. That’s what Robert D. Putnam … Continue reading “Is Customer Service the Most Difficult Job in the World?”

5 Ways Brands Can Improve Customer Service Via Technology

Today’s customer has increasing demands from businesses. Customer demands are not the problem though. Companies need to change and modify the way they do business, along with the way they treat customers, to achieve the level of success they desire. In short, as customers expect more from companies, businesses and brands need to step up … Continue reading “5 Ways Brands Can Improve Customer Service Via Technology”

How to Minimize Customer Support Costs at Your Startup

According to Glassdoor, customer service representatives makes more than 21K per year. If you take that cost and multiply it by a full-time team, you are going to find yourself spending a pretty penny on your customer service needs. But do you need to spend that much? Every good startup needs a customer support team in place to assist customers … Continue reading “How to Minimize Customer Support Costs at Your Startup”

Is It Customer Service Or Customer Experience?

We’ve all been there—you walk into a store, into the dressing room, or up to the register only to be greeted by an employee who would clearly rather be somewhere else. They may be avoiding eye contact, playing on their phone, or chatting with other employees instead of giving you an ounce of attention. How … Continue reading “Is It Customer Service Or Customer Experience?”

Customer service chatbots miss the big picture

Most of us are building bots the same way we built apps and sites: We are still building products for groups of people. But bots finally have a superpower. They can now personalize and customize content in a scalable way. Websites and apps are meant to solve problems for groups, but bots can solve problems … Continue reading “Customer service chatbots miss the big picture”

‘Your call is valued’ is the most annoying thing a customer service line could say

Almost half (47 per cent) of those polled by Which?, the consumer group, said they found the message the most annoying, followed by being told to go to the company’s website (28 per cent) and apologies for all operators being busy (11 per cent). An engaged tone was judged the most annoying sound, named by … Continue reading “‘Your call is valued’ is the most annoying thing a customer service line could say”

Verizon’s miserable customer service is about to get worse

Verizon Wireless isn’t exactly known for great customer service — just ask the thousands of customers who say the company recently overbilled them. Now Verizon’s customer support will very likely get worse. The company plans to close call centers in five states, a move that will affect 3,200 jobs, or about 2 percent of Verizon’s … Continue reading “Verizon’s miserable customer service is about to get worse”