Collecting feedback is an integrated part of a business today and it plays an important part in improving services and products in a very competitive market. As business owners and leaders we reach for perfection and we strive to deliver the best value to our customers - and this we need to do - competition … Continue reading Using positive feedback to find the good stuff!
Level: Non-technical, Service and Support business (also published on LinkedIn) In the last few years, we have seen Machine Learning and AI become a practical part delivering of customer service and support. From my point of view, I believe that this type of technology will be able to change - and disrupt - the way we … Continue reading Machines and a personal touch
Provide quality content to users and/or customers is a very important task in most support organisations today, but we often forget the search part when publishing content. If you are not part of a technical organization or have access to people with SEO knowledge you may oversee some quick wins helping people to find your content. Looking into … Continue reading Interesting article about SEO and Support Content
The combination of Help Center and Live Chat decreased email volume by 55 percent Live chat decreased inbound calls by 42 percent Tonni Buur at Engagecustomer.com - Effortless multichannel customer experience
I strongly believe that in the transition from a transaction-based model to a highly leveraged relationship-based model a personal touch is very important. In a self service world, it is not often that people need to get in contact with a "live Agent", but there are ready to help you if you need it. My … Continue reading A more personal touch