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.
Disconnected customer journeys create problems for customer service
This past year, I had a lot of business travel. While travel is not a new thing, I'm still a fairly lightweight business traveler....
Three places technology is slowing down customer service interactions
“I’m still here … apologies for the delay … my systems are really slow today.” When you contact customer service yourself, how often do you...
A dozen reasons your customer service agent retention might be faltering
I recently attended the ICMI Contact Center Demo conference. While I was there representing my company ServiceNow at the vendor expo, I had the opportunity...
Raising the customer experience bar by mapping unexpected journeys
The opportunities for companies to provide amazing customer experiences are plentiful; the unfortunate fact is they are often overlooked. In this story, that's not the...
As the holidays approach, three ways to tune-up your self-service
It's the first week of November which means the ramp up to the holiday seasons has begun. Regardless of your company's industry, the holidays...
Four ways to promote knowledge management and reap the dividends
Every day, your customer service agents are fielding inquiries from customers. Similarly, your online community is overflowing with customer questions. Some of these might be...
The costs mount when customer service is disconnected
The unfortunate truth is that customer service often works in isolation. While companies realize its important role in responding quickly to customers problems, still...
Two reasons for customer service to embrace (and one to fear) the Open Data Initiative
Despite living in a highly technical world, one of the greatest challenges companies face is collecting and maintaining customer data–demographics, products, usage, etc.–and then...
Secret shop your way to better customer service
Customer journey mapping is critical to understanding where friction points exist and to chart the most effortless experience for customers. It includes the entire...
Three reasons rule-based chatbots rule
Chatbots continue to gain in popularity in customer service. There's no questioning why: they can address most simple customer issues 24X7 every day of...
Three ways to honor agents beyond Customer Service Week
Customer Service Week is only a week away. This week of celebration is a great opportunity to acknowledge the work of your customer service...
Five traits of the best customer service chatbots
Chatbots are a hot new technology for customer service, and their rise to power isn't slowing. In fact, Gartner not only claims that over 50...
Using Personas to Define Customer Service
It was once famously said, "if you build it, he will come." This might have been the case in the movie, but it's not...
Service and Success Drive Experience
Customer service. Customer success. Customer experience. What do they all mean and why do they matter? How do they work in concert and benefit each...
From Zero to Hero in Customer Service
"Save one." "What?" "Save one person." "And then?" "Then you'll know." I sat down one night recently and a superhero movie happened to on. I'd…
Three Ways Digital Transformation Drives Improved Customer Experience and Service
Digital transformation continues to be a hot topic, perhaps because there's still many questions surrounding it: what it is, what it entails, the challenges...
3 Bad Habits To Break in Customer Service
Bad habits. How do they start and take hold so easily? We all probably have a few bad habits in our private lives. We...
Reorient Knowledge to Drive Greater Customer Satisfaction
Most companies have recognized the value of investing in knowledge management (or KM), especially as part of their customer service strategy. It provides an always-available...
IoT Creates New Service Insights and Opportunities
We live in an amazing age. After all, who would think something like poor automobile braking performance could be addressed by a firmware update?...
Striking Treasure When Customer Service Journey Mapping
Source: Pixabay.com My company has been working with a customer on a case study and an accompanying webinar. While this probably sounds very uninteresting,...