customer support

6 Customer Service Trends You Can’t Ignore in 2020

Last year was full of grand ideas, innovations and surprises in the customer support field. And the biggest humbling realization was that price and product are no longer the only competitive differentiators that make customers stay loyal. But this year, the biggest differentiator is customer experience. Good CX comes down to the highest standards for …

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Five ways PPC customer support can help SMBs

When consumers need to find the right product, service or storefront for their needs, they grab their phone, jump on their laptop, or just say, Hey Siri, Hey Alexa, and Hey Cortana. Search results immediately populate their screen and they skim, select, learn, and go. To win at the game of search, your small or …

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Five tips to create an SEO-friendly FAQ page

Search engines and people love the Frequently Asked Questions (FAQ) pages. Having a well-written FAQ section on your website is a great way to show online customers that you care about their experience and get you found from outside your website, directly responding to the needs of your audience and their search queries. For good …

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Positioning Your Company Behind the Right Causes

Consumers have high expectations for companies to prioritize corporate social responsibility (CSR). At the same time, however, many consumers don’t make it a part of their decision-making process when buying — even though they want to support companies whose CSR initiatives resonate with them. So how should you approach CSR for your company when it …

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Putting Together a Social Media Team for Your Brand

When thinking of social media teams, I always imagine the war room created by the Oreo team. Back in 2013, an 11-member team from 360i, MediaVest and Oreo assembled at 360i’s New York offices to show the world the power of “real-time marketing”. The brands quickly tweeted: “Power out? No problem. You can still dunk …

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8 Tips for Integrating SMS Chat Into Your CX Strategy

With over 15 million texts sent per minute for a total of 8 trillion annually, SMS is undeniably one of the most popular ways to communicate today. The data doesn’t lie. In terms of easily accessible customer engagement, SMS is unrivaled. This customer communication channel boasts engagement rates up to eight times higher than email …

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The Benefits and Dangers of Having AI Chatbots Interacting With Your Customers

The rise of mainstream artificial intelligence is upon us. Right now, machines and programs are being created that are capable of learning and developing on their own, and they are conquering and advancing how we do nearly everything. From playing video games to writing Olive Garden commercials, AI is showing just how powerful, if a little …

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Should eCommerce Merchants Remove Negative Product Reviews?

A motivated customer with an ax to grind can damage the reputation and revenue of an eCommerce store. Negative reviews are something everyone who does business online has to deal with, but they make many eCommerce merchants nervous — so nervous they’re tempted to scrub every negative review from their stores. But is that the …

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These 6 Technologies Will Fix Your Poorly-Designed Service Desk System [Infographic]

Technology has surely proven its impact on the world. For nearly two decades now, it has paved the way for communications with customers to become easier, for employees to have a better working dynamic, and the company to have a stronger information security system. Technology has also helped in expanding a company’s research capacity. All …

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What Are Businesses Trying to Accomplish with AI-Powered Customer Support?

Everyone hates automated customer support… right? Actually, every customer hates automated customer support. Companies love it because it saves them money that they assume is pure overhead. However, what if automated support could be beneficial to both customers and companies? That’s the promise of AI-powered automated customer support. “A big part of what we need to be …

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How Effective Is the Customer Satisfaction (CSAT) Metric?

Achieving and maintaining a high level of customer satisfaction is important for a business to gain and maintain a competitive advantage. Your customers’ perceptions of your company or brand affect your reputation and your revenue. Interactions with service desk agents have a direct impact on a number of issues—lifetime customer value, loyalty, profitability and more—and …

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4 Service Desk Agent Performance Metrics that Influence the Customer Experience

Continually improving the customer experience and satisfaction with service support is a goal of every service desk. While there are many metrics that influence measures of customer satisfaction, the four service desk agent performance metrics discussed here are among those that have a great impact and should be monitored in real-time, as well as trends …

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