Paul Selby
Paul Selby
I am a product marketing consultant for Aventi Group. Aventi Group is the first product marketing agency solely dedicated to high-tech clients. We’re here to supplement your team and bring our expertise to bear on your top priorities, so you achieve high-quality results, fast.
Mitigating the wait frustration in customer service
Waiting. For some it's easy, for others not so much. People find themselves waiting many times in the course of a day, be...
Using personas to drive better customer service
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...
Customer service shouldn’t be like “Where’s Waldo?”
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...
How to use customer service to drive a better customer experience
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...
Five ways using workflow can improve the customer service experience
Would you be surprised to hear the earliest concept of workflow dates back nearly 100 years? Billed as a "rational organization of work," it...
Why some customer service chatbots are better than others
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...
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 For those unfamiliar with it, Schoolhouse...
Your customer self-service is failing – here’s why
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...
Three reasons it’s time to go beyond CRM for customer service
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...
Moving up the customer self-service maturity curve
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...
Start small to succeed with proactive customer service
We live in the age of the customer. Customers have more access to information about products and services than ever before. And as companies...
Combine humans and bots for a winning customer service experience
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...
Delivering effortless customer service doesn’t need to be difficult
Customer expectations continue to rise. Products should be more durable, easier to use, and less expensive. And the experience from the very start should...
Are you providing 20th century customer service for a 21st century product?
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...
Why your most talented customer service agents should come off the front lines
Every contact center has a handful of star performers. You know the ones I'm talking about. They take more calls than anyone else. They...
When the customer journey fails (and the importance of ongoing review)
The customer experience. It's top-of-mind for most companies these days–and with good reason. Search the news to find more than a few analysts, experts,...
Respecting privacy while offering a better customer experience
The General Data Protection Regulation (or GDPR) celebrated its first anniversary on May 25, 2019. It was developed to grant European Union (EU) citizens and...
Stop paying lip service to the customer experience
Over the last several years, companies have come to realize the importance of the customer experience. Why? In a survey by Forbes, it was found that...
When less is more in customer service
Less is more.Ludwig Mies van der Rohe Most are familiar with this expression, but what about its origin? This required a bit of research–thank you,...
Three unique uses of automation in customer service
Automation is not a new concept. While modern examples include making bread, manufacturing cars, or copying documents, some scholars say its earliest forms date...