Robert Johnson

How IBM Watson can help B2B support teams reduce churn

All customer support teams have experienced the “stomach drop” feeling that typically accompanies hearing that a big customer is canceling. And although it sometimes feels out of left field, customer distress doesn't happen overnight. Rewind to a few months ago. Were there any indicators...

Watch Your Language: How to Converse with Customers More Effectively

“I’m going to put you on hold for just a second.”; “I think you misunderstood me just now — what I actually said was…”; “I can understand your frustration, but…” The language we use when interacting with customers matters. The sentences above are examples of...

Steps to prep your support team for the holidays

The holidays are often seen as high-volume times for retailers and other business-to-consumer organizations. However, business-to-business companies also have to be extra prepared to offer excellent customer support to clients who are working around the clock to...

Top Five Ways Customer Service Affects Bottom Line Results

Virtually all businesses acknowledge the importance of customer satisfaction – it’s usually right there in the mission statement. But the way businesses handle customer service has a more direct impact on the company’s bottom line than many people realize. A ...

Top Three Ways to Personalize the Customer Service Experience

Nothing can make customers feel more like a cog in a machine than reaching out for help via a call or email and facing an endless menu of cookie-cutter support options and scripted answers. Customer satisfaction is crucial to business success, and that’s why...

Harness Three Social Trends Impacting Customer Support Teams (and Boost Your Bottom Line)

Customer support today is vastly different than it was just 10 years ago. Early in my tech career, the phone was the primary method of support, and the big "cutting-edge" technology involved automated phone trees that would seek out the right engineer at 3...

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