Customer Service

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Is the Golden Rule Too Simplistic for Customer Service?

Customer Satisfaction, Customer Service, IVR, Self Service / By

We all know the Golden Rule: treat others how we’d have them treat us. But its not that simple. Which us? The us who’s tired and doesn’t want to deal with other people, or the us who’s energized and chatty? And don’t we all want different things? It’s true companies need to follow the Golden …

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How You Can Personalize Customer Service Communications in 5 Ways

Customer Experience, Customer Service, Technology / By

Interactions between people and between people and business entities are becoming increasingly technology-based. As people turn to text messages, social media, and automated voice applications it’s critical to remember that those are just tools that enable conversation. No matter what communication medium you use, when customers feel like you’re focused on them as individuals they’re …

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Automate High Growth…But Wisely

Business, Customer Experience, Customer Service / By

Ask any executive at a rising company (or teenager in the middle of a growing spurt) and they’ll tell you the same thing—growth hurts. It’s positive overall, but it hurts. Automation can help, obviously. With the right technologies, companies can boost and maintain brand value by automating redundant processes, getting better economies of scale and …

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Self-Service Raising Bar on Customer Service Speed, Customer Expectations

Customer Experience, Customer Service, Self Service / By

Self-service through automation is speeding up customer service. And the faster customer service gets, the faster customers expect it to be. It’s kind of a Catch-22 or self-fulfilling prophecy of our own creation. Self-service is everywhere now, and we all benefit from it. We don’t have to physically go to the bank or chit-chat on …

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