preloder

Enabling Your Virtual Assistant

Enabling Your Virtual Assistant

Electronic knowledge management for customer service has been a hot topic for the past two and a half decades.  Ideally, your customers can find the information they need to address their issue through self-service.  However, companies still fall short when it comes to implementing technology that will help customers find useful information online. So what happened over two decades ago that caused a shift in how companies publish information about their products and services?  The answer is

Long Customer Satisfaction Surveys Stink

Long Customer Satisfaction Surveys Stink

There’s something incredibly frustrating when you take an online customer satisfaction survey that ends up taking longer than expected to complete.   It’s obvious that the company that asked you to take the survey wants your feedback.  But how many times have you been asked for your feedback in a survey and half way through taking the survey you realize that it is taking to long to finish?  What do you do? If you are like

Backend Workflow to Improve the Customer Experience

Backend Workflow to Improve the Customer Experience

If you are a customer service professional, you have probably heard the saying, “the BEST customer service is NO customer service.”   When your product just works,  there should be no need for customers to contact your customer service organization.  Generally speaking, customers really don’t even want to contact you for help.  But as we all know, customer service is a critical part of the customer relationship process.  Customer service is also necessary to ensure

Getting Product Usage Data Out of Thin Air

Getting Product Usage Data Out of Thin Air

Most of us would agree that product usage data is a key element to better understand customer adoption, retention, upsell and churn metrics. But what if you don’t have easy access to product usage data to analyze? If all your products are cloud-based, then you may not suffer from this dilemma. But if you are working with legacy or non-cloud-based products or if you just don’t have access to in-product usage metrics, then you might

Knowledge Management + Automation = Customer Service Efficiency

Knowledge Management + Automation = Customer Service Efficiency

  Like many people, I tend to simplify life, especially when I am in the “thick of things.” Maybe it is because I have often been told that when you’re lost and “can’t see the forest for the trees,” try to rise above the trees to the 30,000-foot level, where you can find a view of the forest and a better understand your path. Recently when faced with the challenge to drive efficiency in a