2013’s New Need-to-Know Online Customer Service Statistics

Posted on January 31, 2013 by Tricia Morris

According to a recent survey by Deloitte, 60% of consumers say they are going online more often to find the best products and services – and their decisions are heavily influenced by the tools, information and service they find when they go to websites or perform a search.

A new 2013 LivePerson Connecting with Customers report provides some insightful data on what brands and organizations should be paying close attention to as they strive to continuously improve online customer service and the customer experience. The report surveyed more than 5,700 consumers from the US, UK, Australia, France, Italy and Germany.

The data clearly shows that online consumer expectations are rapidly increasing. Eight-three percent (83%) of the more than 5,000 consumers said they consistently needed some type of support during their online journey, and the expectations for speed of service should prove intimidating for most brands: Read More

Content is King (Not Just in Marketing, But in Customer Service, Too)

Posted on January 29, 2013 by Tricia Morris

Content marketing has been a hot topic for well over a year now, but have we truly realized the value in incorporating customer service content into our overall content marketing strategy?

While many companies have doubled the amount of brand storytelling, thought leadership and other marketing content they’re producing and sharing, it isn’t always the case that customer service content has received equal attention. Many FAQ pages and knowledgebases sit idle for months at a time without being updated, while blogs and social media pages continue to produce and promote new content several times a day or week. Read More

7 Ways to Save Your Customers Time

Posted on August 29, 2012 by Tricia Morris

We live in a world of increasingly immediate gratification. 7-Elevens are now being equipped with mashed potato and gravy dispensers, for goodness sake. Things that once took hours are now expected within minutes – and the same goes for good customer service.

Forrester data tells us 66% of customers say that valuing their time is the most important thing a company can do to provide good service. In addition, 45% of US online adults will abandon their online purchase if they can’t find a quick answer to their question. And time is money: 75% of consumers move to another channel when online customer service fails, and Forrester estimates that unnecessary service costs due to channel escalation are $22 million on average.

So how do we save our customers’ valuable time? Here are seven quick tips: Read More

Parature Releases Next-Gen Version of Service Desk

Posted on July 30, 2012 by Tricia Morris

HERNDON, VA – July 30, 2012 – Parature, a global leader in cloud-based customer service software, announced today a new version of its Parature Service Desk to streamline efficiencies for customer service representatives (CSRs). This sophisticated next-gen version of the Parature Service Desk is a strong example of Parature’s brand promise, Customer Service Software That Revolves Around You^TM, and the company’s continuing commitment to customer service excellence.

With the 2012 Parature Service Desk software, CSRs will log into a brand new agent interface with faster, easier access to customer information, as well as improved usability and readability for even more efficient customer service and support.
Read More

PeopleMatter Chooses Parature to Continue Excellent Customer Experience for Growing Client Base

Posted on May 30, 2012 by Tricia Morris

Self-Service Knowledgebase, Scalability and Bilingual Support Made Parature’s Cloud-based Customer Service Software a Clear Winner for PeopleMatter

HERNDON, VA – May 30, 2012 – Parature, a global leader in cloud-based customer service software, announced today that PeopleMatter, provider of the only integrated talent management solution specifically built to serve hourly workforces, has chosen the company to provide the customer service software for its support portal.

“Parature is providing us with a multichannel support platform that ultimately creates a better experience for all of our customers,” said Mark Deaton, Vice President of Customer Experience of PeopleMatter. “Parature’s customer service platform allows us to scale our client-facing support portal as we grow. Their solution gives us the opportunity to provide better bilingual service, as well as offer self-help content. These features made Parature an obvious choice for us as we continue to grow and seek better ways to support our customers.” Read More

Customer Service Content is King: Are You Staging a Must-See KB?

Posted on May 11, 2012 by Tricia Morris

Web-based self-service has matured from being the cutting-edge support channel to take its place among traditional modes of service delivery as the service industry buzzes about social media, mobile service apps and the other latest and greatest CRM darlings. Yet, numerous service organizations still struggle to realize knowledge management’s huge potential as a driver of agent workforce optimization and customer engagement.

Just a few of the customer service and larger business benefits of a public-facing knowledgebase include: Read More

The Customer Service X Factor

Posted on March 16, 2012 by Tricia Morris

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

If there is one true X factor in customer service, it is the genuine care shown (or not shown) by service representatives and organizations as a whole. Empathy, patience, sincerity and competence: one or a combination can turn even the most frustrated customer into a loyal brand advocate for life.

Genuine care is a customer service game changer, and the stakes associated with a positive customer experience have never been higher now that social media provides every individual a platform to publicly praise or complain about a brand.

And while genuine care is easily detected through customer interactions over the phone, it’s just as important in online interactions such as email, live chat, trouble ticket responses and social media customer service. Even Read More

Writing the Book on Uncommon Customer Service

Posted on March 14, 2012 by Tricia Morris

The U.S. service industry employs roughly 90 percent of the country’s workforce. Not only is service one of our primary economic functions, but according to psychologists, it’s also a core human ambition – we are all born with an innate desire to help other people.

Yet, when you zoom in on our day-to-day interactions, the majority of our service experiences are negative or unremarkable. Why is exceptional customer service such a rare find?

In UNCOMMON SERVICE: How to Win by Putting Customers at the Core of Your Business (Harvard Business Review Press), experts Frances Frei and Anne Morriss offer up a system for customer service success based on four universal truths and one major multiplier that allow companies across all industries to deliver consistently great service: Read More

6 Steps for Spring Cleaning Your Customer Service Content

Posted on March 13, 2012 by Tricia Morris

For customers searching online for product information or support, there’s nothing more frustrating than having to sort through cluttered, dated content to get to the information you need. Consider these six steps to reduce clutter, recycle dated content, and rejuvenate your online presence:

Logo

1High Request Volume

2Customer Support on Social Networks

3System Integration

4CSR Productivity

5Customer Retention

6Metrics and Reporting

Parature

Customer Service Software That Revolves Around You™

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