13 Top Takeaways from ParaFest 2013


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Parature’s 2013 users’ conference brought together the best in customer service and support. While there were at least 2013 great takeaways from the conference, here are 13 top tips, best practices and insights from our presenters:

  1. The most beloved companies become part of the story of their customers’ lives, help their front line reps be heroes through training and information, apologize to customers when they know they’ve made a mistake, and connect customer service channel silos to deliver a seamless hand-off between channels. ~ Jeanne Bliss, Customer Bliss
  2. Even if you have millions of followers and web visitors, you can still choose to deliver above and beyond personalized service by using a three-part combination of quality self-service information; personalized service for complex and unique questions or issues, and a commitment to care. ~ Ask.com
  3. There is a wealth of amazing solutions you can integrate with Parature to make your customer and agent experience even better. ~ Angel, Cazoomi, Higher Logic, Houndstooth Consulting, LogMeIn, Metaverse Mod Squad, Microsoft Dynamics CRM and Regroup, just to name a few.
  4. It only takes a 1% change to make a big difference in the customer experience. Pay attention and make a personal connection with the customer’s situation ~ Zappos Insights
  5. A company’s success is ultimately measured by the success of its customers ~ Planview
  6. 90% of customer service decision makers say that the customer experience critical to success. Listen to your customers through traditional feedback and social listening, and act on their insights ~ Kate Leggett, Forrester
  7. The quality of your organization’s self-service knowledgebase is a deciding factor on whether a customer ultimately submits a support ticket, emails, phones or posts on your corporate social media pages. Knowledge management is an absolute linchpin to great customer service. Solve people’s problems before they have to contact a rep using a self-serve knowledgebase. ~ A.T. Still University, Kate Leggett of Forrester, NASCAR
  8. Negative online and social media opinions in B2B and B2C are read by 80% and 68%, respectively. Big numbers. ~ Kate Leggett, Forrester
  9. There are five keys that former Blackboard CEO Michael Chasen Learned When Creating a $2 Billion company. ~ Click here to learn what they are.
  10. Customer service keys for enterprise organizations include using a self-help knowledgebase and live chat to deflect tickets and allow for better support for complex issues; using live chat as a competitive online differentiator to increase customer satisfaction; using single sign-on for seamless support and greater user adoption/retention; providing support that is scalable, agile, efficient and takes into account the Voice of the Customer and the customer journey. ~ IBM
  11. A quiet customer is not necessarily a happy customer; make sure customers are engaged. Know your customer, and don’t try to force Customer A into a support model for Customer B. ~ Ceridian Dayforce
  12. The three most important things to a company are 1. Customer Service, 2. Customer Service and 3. Customer Service. Communicate with customers the way they want to be communicated with (whether it’s social, mobile, or another channel). What can you learn about customer service from the Rolling Stones? Give customers what they want: satisfaction. ~ Dayna Steele
  13. Parature loves and appreciates its customers and has some amazing customer-driven innovation coming their way to give them the competitive edge in customer service in 2013 and beyond.

A huge thanks to Parature’s customers; ParaFest sponsors Angel, Cazoomi, Higher Logic, Houndstooth Consulting, LogMeIn, Metaverse Mod Squad, Microsoft Dynamics CRM and Regroup; ParaFest keynote speakers Dayna Steele, Jeanne Bliss, Michael Chasen and IBM’s Paige Newcombe; CRM analysts Kate Leggett and Paul Greenberg; Zappos Insights’ Jon Wolske; our supporters, guests, staff and all who were involved in the success of ParaFest 2013!

Republished with author's permission from original post.

Tricia Morris
Tricia Morris is a product marketing director at 8x8 with more than 20 years of experience at technology companies including Microsoft and MicroStrategy. Her focus is on customer experience, customer service, employee experience and digital transformation. Tricia has been recognized as an ICMI Top 50 Thought Leader, among the 20 Best Customer Experience Blogs You Must Follow, and among the 20 Customer Service Influencers You Must Follow.


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