Die Serviceerwartungen von Verbrauchern haben sich verändert. Dabei geht es zum einen darum, über welche Kanäle Kunden den Kontakt zu Unternehmen suchen und zum anderen um eine steigende Ungeduld. Kunden möchten ihre Zeit nicht mit Warten verschwenden. Fragen sollen umgehend beantwortet und Probleme schnellstmöglich geklärt …
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Customer Service
10 Must Haves for Cloud-Based Customer Engagement Platforms
I’ve had a few interactions recently with customer service departments. None of them have been noteworthy. They weren’t terrible but I certainly couldn’t say that any of them were quick, convenient or exceptional interactions either. We hear a lot about bad customer service experiences because …
Survey Says: Customers are Willing to Share Personal Data
My husband and I like to go to a little Japanese restaurant in our small town. They offer a sushi roll special that includes a ginger salad, mushroom soup and two rolls for a surprisingly affordable price. I know what you’re thinking… I was skeptical …
What Does it take to Achieve a Successful Digital Transformation?
Over the last few years, digital transformation has been one of the biggest buzzword in business. As the enormous potential of Artificial Intelligence (AI), Robotic Process Automation (RPA), context-based omni-channel operations, analytics etc. becomes clearer, their popularity is increasing dramatically. The promise of new future-ready …
Convenience is King for Millennials in Customer Service
Millennials often get saddled with a negative reputation. But now that this generation has become the single largest age group in the U.S. workforce, and is projected to spend $1.4 trillion annually by 2020, they are a force that businesses can’t afford to overlook. As …
Why Voice Authentication Can Help Financial Institutions Deliver Better Customer Service
Banking customers have long been had to provide passwords or PINs to access their accounts. It’s just part of the process, and they understand it’s a necessity for information and account security. Of course, they’ve also had to deal with the challenges of forgetting them …
Trend zu Self-Service im Kundenservice wächst weiter
Dem Thema Künstliche Intelligenz (KI, auch: Artificial Intelligence, AI) und seinen disruptiven Auswirkungen auf alle Branchen können sich Unternehmen und Konsumenten aller Altersgruppen heute nicht mehr entziehen. Zwar gibt es auch Vorbehalte, aber die möglichen Chancen sind besonders im Bereich des Kundenservice greifbar:
Im Contact Center …
3 Trucos fáciles de Don Quijote para enfrentarse al buen Servicio al Cliente
3 Trucos fáciles de Don Quijote para enfrentarse al Servicio al Cliente
“En un lugar de mercado, de cuyo nombre no quiero acordarme, no hace mucho tiempo que vivía un hidalgo de los de lanza en astillero”,
Para buscar 3 consejos sobre cómo mejorar el servicio al cliente …
Why You Have to Measure CSAT and How to do it Right
Once a popular buzzword, customer satisfaction has become a standard in defining business operations and one that requires measurement and adjustment of platforms and processes. In fact, not measuring customer satisfaction to identify and implement improvement opportunities is akin to throwing away revenue.
The tendency for …
Servicio al cliente social, dale trabajo a tus clientes
Como puedes transformar a tus clientes en tu mejor ayuda para dar buen servicio a otros clientes: Servicio al cliente Social
Samsung, LinkedIn y Pinterest utilizan el software de Directly para ofrecer servicio al cliente referiendo las preguntas de sus clientes a otros clientes por una …