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

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

Hiring the Best & Most Dedicated

Hiring the Best & Most Dedicated

What makes a great customer service employee? Over the past 20 years, I have spent countless hours reading resumes, interviewing candidates, and selecting, then hiring customer service professionals. Along the way, I have made some excellent hiring decisions, and as a result, I have had the privilege to work with some exceptional individuals. But there have also been times when my hiring decisions were not so great. Now it is

Bedside Manner for Technical Customer Service

Bedside Manner  for Technical Customer Service

5 Tips for Creating and Sustaining an Effective Customer Service Soft Skills Training Program –  The term “bedside manner” most often refers to the way a healthcare professional interacts and communicates with a patient. There is a good chance that you have experienced either very good or very poor bedside manner from a healthcare professional when visiting a hospital or doctor’s office. Bedside manner also refers to the small things

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

Unstructured Data Analytics for Customer Service