Paul Selby

Set customer service agents up for success as Black Friday approaches

Image by Gerd Altmann from Pixabay A famous television series kicked off with its first episode titled "Winter is Coming." This phrase ended up carrying more weight than just the arrival of a season in the fictional series....

Digital workflow: powering dramatic customer service and experience improvements

Image by Gerd Altmann from Pixabay One definition of workflow is a sequence of steps involved in moving from the beginning to the end of a working process. The concept of workflow traces its roots back to 1921,...

13 is the lucky number to improving customer service and experience

Image by Hebi B. from Pixabay An estimated 10 percent of the U.S. population consider the number 13 to be unlucky. Not limited to the U.S., many countries around the world also consider 13 a bad omen.

Customer service: it’s not just a department

Source: Pexels.com Customer service often finds itself working in isolation. Despite the importance placed on customer experience, companies are failing to act on critical customer feedback coming in on a regular basis to customer service. Customer service...

So you want to use a ‘bot in customer service…

Source: Pixabay.com We're now in the final months of 2019. What have been the highs and lows so far? Have you moved the needle on CSAT scores and NPS? Has the customer experience fundamentally improved?

Give your agents a real gift for Customer Service Week

Photo by Jason Leung on Unsplash Customer Service Week is next week. Established by the International Customer Service Association in 1984, it became a nationally recognized event through action by the U.S. Congress in 1992. Each year, this...

Mitigating the wait frustration in customer service

Source: Pixabay.com Waiting. For some it's easy, for others not so much. People find themselves waiting many times in the course of a day, be it queued up for their morning coffee or standing in the grocery...

Using personas to drive better customer service

Photo by Daria Nepriakhina on Unsplash It's done. Your customer service team has completed a six-month project to develop, test, and deploy state-of-the-art technology that was billed as the answer to drastically reducing call volume while delivering higher-quality...

Customer service shouldn’t be like “Where’s Waldo?”

Source: Fandom.com Where's Waldo? Or, as he's originally known, Wally? This fictional British character who has a penchant for blending into complex scenes during travel remains a popular part of pop culture. Over his thirty-plus...

How to use customer service to drive a better customer experience

Source: Pexels.com It's not very common for customers to contact customer service when everything is going fine. No, it's at times when something unexpected happens, situations like their order didn't arrive when anticipated, the product is broken, or...

Five ways using workflow can improve the customer service experience

Image by Clker-Free-Vector-Images from Pixabay Would you be surprised to hear the earliest concept of workflow dates back nearly 100 years? Billed as a "rational organization of work," it originally started with manufacturing then later found its way...

Why some customer service chatbots are better than others

Image by Mohamed Hassan from Pixabay Visit the customer service website for any company and you'll likely encounter a chatbot. This isn't surprising, given Gartner's claim that not only will over 50 percent of medium to large enterprises have...

What Schoolhouse Rock can teach us about customer service

I'm just a bill. Yes, I'm only a bill.Bill, from "I'm Just a Bill" by Schoolhouse Rock, circa 1976 Source: ABC.go.com For those unfamiliar with it, Schoolhouse Rock is a series of short films and...

Your customer self-service is failing – here’s why

Image by Ozant Liuky from Pixabay Offering customer self-service has gone beyond simply being a priority for businesses–now it's table stakes. Why? Both Forrester and Gartner agree: customers are accustomed to it, use it, and even prefer online solutions available anytime, anywhere with...

Three reasons it’s time to go beyond CRM for customer service

Photo by Lukas Hartmann from Pexels A lot has changed in the past quarter-century. Music has gone from CDs to pure digital media (granted, vinyl is seeing a resurgence). While cabs are still available, ridesharing services have made...

Moving up the customer self-service maturity curve

Image by Arek Socha from Pixabay It's become clear that when customers have problems, they prefer to use self-service to solve them. And why not? When well-designed and delivered, it honors their time by delivering solutions anytime, anywhere,...

Start small to succeed with proactive customer service

Photo by Bruce Mars from Pexels We live in the age of the customer. Customers have more access to information about products and services than ever before. And as companies continue to pursue old strategies–fighting over pricing and...

Combine humans and bots for a winning customer service experience

Image by Pettycon from Pixabay Live chat in customer service has experienced continued popularity over the last several years. Why? Among the reasons cited by customers include all-hours availability and lack of a perceived hold time.

Delivering effortless customer service doesn’t need to be difficult

Photo by rawpixel.com from Pexels Customer expectations continue to rise. Products should be more durable, easier to use, and less expensive. And the experience from the very start should be perfect. Unfortunately, all of this is not always...

Are you providing 20th century customer service for a 21st century product?

Photo by Andrii Komarnitskyi on Unsplash I'm a home automation junkie. I have set my outside lights to come on at dusk and turn off at dawn–and they adjust with the seasons. I can control my heating and...

New Posts