Tricia’s Customer Service Success Blog

Knowledge: The Key to Empowering Employees & Serving Customers

customer-service-kmWhen it comes to service and support, customers don’t long for conversation. They want fast answers. According to Parature’s 2014 State of Multichannel Customer Service Survey, customers rank the top two aspects of a satisfying customer service experience as:

  • Getting my issue resolved quickly (41%)
  • Getting my issue resolved in a single interaction (26%)

So, what is the key to delivering on the above? At the heart of every efficient (and hopefully first contact) resolution is knowledge. It is a simple foundation that, if developed and managed correctly, can be used both internally and externally – and distributed from a single source across almost every internal or external customer-facing channel including phone, IVR, email, live chat, mobile, social, support portal and more.

Knowing How to Make Knowledge Work

The challenge for most brands is not the lack or development of knowledge, but rather the single-source management of, access to and delivery of consistent, correct knowledge in real time. Says noted CRM analyst Esteban Kolsky in a new white paper for Parature, from Microsoft, “not having access to the right information is the most critical time-waste of preparing any answer for a customer. Read More

To Amplify Brand Loyalty, Give Customer Service a Bigger Voice

voice-of-customer-serviceIf sales, marketing and customer service were siblings, sales would typically be perceived as the outgoing one; marketing as the favorite that gets the biggest allowance, and customer service as the child that stays in his or her room most of the time doing homework, never really asking for much attention. If you’re old enough to have watched The Brady Bunch, sales equals Cindy; marketing equals Marcia, Marcia, Marcia and Jan is customer service.

But everyone knows that Jan is really smart. She has things she’d like to say and can hold her own in a conversation, but it just hasn’t been her place to take center stage. After all, Marcia’s the cheerleader and she wins all those trophies…. Read More

Location, Location, Location: Bing Maps, Parature Come Together on Spatially-enabled Customer Care

NOTE: The following is a guest post by Parature, from Microsoft Technical Specialist, Geoff Innis. Geoff came to Microsoft with the acquisition of Multimap in 2007, and enjoys helping organizations optimize customer engagement and make smarter business decisions with cloud solutions. He is based in Bellevue, WA.

customer-care-locationWhen interacting with a customer, knowing where they are located can enable a customer service representative to provide them with personalized, real-time, location-specific insight and information. Further, by visualizing larger groupings of customers, interactions, or social media events on a map, customer service and related teams can identify trends by location, and use these location-based trends to optimize customer care strategies and behaviors, as well as proactively address and provide information. Read More

10 Top Customer Experience Takeaways from CRM Evolution

CRM Evolution TakeawaysWhile there were more than 100, perhaps more than 1000, top takeaways from the recent 2014 CRM Evolution conference (and the adjoining Customer Service Experience conference), here are 10 terrific customer service and customer experience insights shared by key speakers and analysts at the event including Kate Leggett of Forrester Research, Ray Wang of Constellation Research, Brian Vellmure, Denis Pombriant and more: Read More

Microsoft’s Fred Studer, Duke Chung Talk Top Trends in Customer Service

Following the Trend IndicatorIn an age where globalization and online access have practically erased price, product characteristics and availability as competitive differentiators, it’s customer service that now stands out as a key reason why consumers will favor one brand, product or service over another. According to a recent Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator. Many say it already has.

Talking the Customer Experience Talk

While it’s easy for many brands today to talk the talk when it comes to being customer-centric or offering an exceptional customer experience, walking the walk is a story that currently can only be truly told by the few. In fact, a recent study by Bain & Company reveals that while 80% of companies believe they are delivering a superior experience to their customers, only 8% of customers agree.   Read More

Microsoft, Parature, Ask.com Discuss Customer Service Best Practices, Trends at CRM Evolution

CRMEvolution2014On August 18 – 20, the Big Apple will play host to CRM Evolution, accompanied by the Customer Service Experience and SpeechTEK conferences running concurrently.  Sessions at the conference will run the gamut from digital transformation and social strategies for customer service, to the future of CRM and customer service as discussed by top industry analysts such as Forrester Research’s Kate Leggett, Constellation Research’s Ray Wang and Natalie Petouhoff, and Esteban Kolsky of ThinkJar.

Microsoft, along with Parature, from Microsoft, is pleased to be a platinum sponsor at CRM Evolution. If you’re going to CRM Evolution or the accompanying Customer Service Experience or SpeechTEK conferences, be sure to stop by Microsoft’s booth (#202) at the Customer Solutions Expo, where we will be showcasing our solutions and look forward to talking with you about best practices and trends in customer service and engagement.

We also invite you to listen in on the CRM Evolution speaking sessions and panels that Microsoft, Parature, and Parature customer Ask.com will be participating in. On August 18th, Ask.com’s Global Customer Care Manager, Eric McKirdy presents Tips to Modernize Customer Service for Faster Response Times. Read More

INFOGRAPHIC: 2014 State of Multichannel Customer Service

A new 2014 State of Multichannel Customer Service Survey commissioned by Parature, from Microsoft shows that old customer service channels certainly aren’t going away, but new ones like social are creating both greater and faster service expectations across the board.

The survey, which gauged the responses of 1,000 U.S. consumers, shows that time and effectiveness are of the essence when it comes to a satisfying customer experience. Key findings are summarized in the accompanying infographic. To download and read the full survey report, click here. Read More

CASE STUDY: Tagged Works Around the Clock, Across Channels to Serve the Connected Customer

Twenty Four Seven Keys Means All WeekConsumer expectations for 24/7 service and support are growing. Many brands cannot tell their customers that service and support is only available from 9am through 5pm on weekdays, because for many brands, regular business hours do not apply.

An example of this is Tagged.com. An incredibly popular social network with more than 300 million members worldwide, Tagged faces an imposing customer service challenge. Their members are constantly connected and using Tagged’s website 24 hours a day, seven days a week, and therefore, need to engage Tagged for support at any time of the day, and typically on weekends or after normal business hours.

Therefore, round-the-clock customer self-service and full-service options available on the Tagged site are incredibly important to the company that has been ranked on the Inc. 500 and named to the Forbes list of America’s Most Promising Companies, among other awards.

The Power of Online Self-Service

A self-service knowledgebase and support ticketing on the site’s customer service portal were key support additions for Tagged.com, but it was the continued development of the brand’s self-service knowledgebase, and more importantly, continued improvements to its functionality and organization that proved the most beneficial in improving customer convenience, support and satisfaction. Read More

In Customer Service, It’s What You Say and How You Say It

customer-service-responseWhether it’s answering the phone, an email, a chat, a ticket or a tweet, what you say and how you say it makes a big difference. Satisfactorily handled customer service interactions are associated with high levels of brand loyalty, but while it’s easy to ask customer service representatives to walk the walk and talk the talk, when it comes to customer care, consistent delivery just doesn’t seem to be happening.

The most recent Customer Rage Study conducted by CCMC, in collaboration with the W.P. Carey School of Business and the Center for Services Leadership, shows a great divide between what customers want and what they receive when they complain or request assistance: Read More

Lack of Knowledge Hurting Customer Self-Service Success

self-service-informationWith the heightened customer expectations of today, investments in customer service (both assisted and self-service) must be made to keep up with demands. Backing this notion is a recent study by Bain & Company that reveals 80% of companies believe they are delivering a superior experience to their customers, while only 8% of customers agree.

Self-service to the Rescue

Self-service is an important component in improving overall customer satisfaction. Not only does it empower customers with 24/7 answers, information and updates – but for organizations, it also serves to deflect a high volume of frequently-asked-questions from high-cost, high-effort channels such as phone, email and support ticketing, so that customer service teams can focus on both improving service and information, and delivering superior customer experiences.

And customers are perfectly fine with getting their own answers. In a 2014 report titled The Real Self-Service Economy, 40% of approximately 3,000 consumers in a global survey said they prefer self-service to human contact for their future contact with companies; 70% expect a company website to include a self-service application. Read More

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