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.
Four ways to go beyond “basic” in customer service
Basic. The classical definition is one of being fundamental in nature. Slang has turned this categorization into an insult. In either case, using the...
Will messaging overtake the telephone as most popular customer service channel?
Most customers around the world continue to use the telephone when contacting customer service. When customers are asked (and depending upon who is conducting...
Customer operations: the secret to top-notch customer service
Not every customer question or issue is easily addressed. This statement should come as no surprise. Everyone has experienced a scenario when self-service options like...
Putting the “service” back into the Internal Revenue Service
Photo by Kelly Sikkema on Unsplash For the 2020 tax season, the United States Internal Revenue Service (IRS) has pushed back its typical April 15th...
Strengthening customer service when the unforeseen occurs
The pandemic has taught us many lessons. One of the most notable is how quickly the world can change. With so much unknown about...
Navigating the coming customer service surge
The end of the pandemic is in sight. Two massive efforts underway will, in time, put COVID-19 in the rearview mirror. The first is vaccinations....
Customer service: staying the course despite continued uncertainty
Getting vaccinations into arms remains problematic in the United States and around the world. The logistics of moving the vaccine from manufacturer to distribution...
Solving the “last mile” challenges of COVID-19 vaccinations
Since multiple viable COVID-19 vaccines became available late last year, the end to the global pandemic seems at hand. What in the past has...
Early stage or advanced, there’s more ways to benefit from knowledge in customer service
Closing the time gap between the moment a customer has a question or problem and delivering a solution is the ongoing challenge in customer...
Looking ahead to better ways to serve customers in 2021
Insert heavy sigh of relief here as we enter the final weeks of 2020. Everyone is probably ready to put this year behind us...
Butterball’s Turkey Talk Line: leading with customer success delivers a better experience
On Thursday, the United States celebrates the Thanksgiving holiday. This year, the pandemic means it's going to look a little different. The Centers for...
Addressing L.L. Bean’s first customer service fiasco, 21st century-style
Mention the name "L.L. Bean" and images of the outdoors to mind. "High quality" might be another response. Long-time customers would also mention their...
Surviving in customer service: pandemic Black Friday edition (part 2)
Note: this is the follow-up to last week's article about preparing for the holiday shopping season. We are now two weeks into November and even...
Surviving in customer service: pandemic Black Friday edition (part 1)
The United States continues to grapple with COVID-19. Remarkably, against a resurgent case count across the country and a continued high unemployment rate, reduced...
How a worldwide crisis turned 2020 into the year of the customer service chatbot
Almost a decade ago, Gartner made a bold prediction about the pervasiveness of chatbots in the year 2020. They predicted that customers would "manage 85%...
Digital transformation makes every department part of customer service
The COVID-19 pandemic has thrown challenge after challenge at businesses. Yet at the same time, it has created new opportunities for companies to innovate...
Building customer service resilience during continued uncertainty
Ask anyone how long the COVID-19 pandemic has been affecting their daily life, and you'll likely receive a range of answers. One thing would...
Celebrate customer service year-round
National Customer Service Week was established in 1984 by the International Customer Service Association (now a part of the Professional Association for Customer Engagement or...
Supercharge knowledge management with help from AI
In his 1999 book Management Challenges for the 21 Century, Austrian-born American management consultant, professor, and author Peter Drucker wrote of the importance of...
Delivering safe and optimized face-to-face customer interactions
Around the world, the COVID-19 pandemic continues to pose a threat. While some countries seem to have it under control, "control" really only means...