Jody Pellerin
Jody Pellerin is the Director of Marketing for PhaseWare, Inc. a provider of customer service and support software. PhaseWare helps companies optimize customer service and support with powerful, affordable solutions for incident management, knowledge management, SLA management, and more. Pellerin has authored several white papers and case studies about customer service and support practices including using live chat, optimizing multichannel support, and a guide for on-premise versus on-demand software.
It seems like this NFL season I'm seeing more and more ridiculous calls by referees. I'm not sure if they think it's their duty...
Everyone has had experiences with customer service whether good or bad. Your experience all depends on the person, or people, you're speaking with &...
We all have used (or should be using) social media as another tool to connect with our customers. They love feeling that a company...
90% (of) Employees say customer experience is very important or critical in their company's strategies 31% (of)...
According to Forrester Research, 60% of respondents felt that the company has a clearly defined set of target customers, yet only 24% of employees...
Bruce Temkin released a paper in 2008 called The 6 Laws of Customer Experience. Law #2 said: People are instinctively self-centered. We have all been…
Here is the last element in our brief series on taking your customer service to greatness. The first two, people and a quality product,...
We are continuing our look into each element of great customer support from our popular November blog entry: The Three Basic Elements of Customer...
Back in November we published what turned out to be a rather popular blog entry: The Three Basic Elements of Customer Support. I want...
If you develop and/or provide health information technology such as Electronic Medical Record or Electronic Health Record software, there is now another item to...
We talk about building personas and defining buying cycles. We target our customers with increasingly specific content. All in the hope of building a...
I ran across an excellent article from MetricNet talking specifically about first call resolution rates, how the metric is measured, and what the international...
Managing forums is like raising small children. Change is difficult for them to process and if left to their own devices and without...
When you hire someone into customer support or purchase a new customer service software application, is training one of the first things on your...
Here is an excellent infographic from the SocialCast blog showing how knowledge management has evolved over the past few thousand years. This is pretty...
Everywhere you turn it's all "customer experience", "customer feedback", "Voice of the Customer". And for good reason. We're learning that in order to satisfy...
Our president, Hoyt Mann, wrote a blog post awhile back that pointed out three characteristics of customer service that influence customers the most. Being...
Over the weekend the Albertson's grocery store chain announced it was ending its decade long practice of offering self checkouts at their stores. Following...
There are any number of customer service and support software solutions out there. You need to make sure the one you go with is...
I was reading the article in USA Today about the Mom Cyclist and her social media triumph over a service refusal at a local...