Monday Apr 08, 2013

Unfulfilled Promises

By JP Saunders

My head spun as I heard the words "Sorry, our priority boarding policy doesn't include families traveling with infants and small children." I then watched the mom and her three-year-old girl in a wheelchair take their place in the back of the line. [Read More]

Thursday Apr 04, 2013

I Want to Do It Myself by Lynn Barnhart

I like to do things myself. Maybe that’s my inner 2-year-old trying to get out.  When I can’t do things myself, then I’m usually interested in getting just a little help so I can still finish on my own.  This is probably why I like chat and I also don’t wonder why chat adoption has doubled in 2 years or that 51% of people prefer chat so they can multi-task.

Customer service can be a true competitive differentiator.  How do I know? Because a recent Forrester study found that Customer Experience leading companies had a 22.5% stock market return over the last five years versus a 46.3% loss for Customer Experience laggards.

So why wouldn’t  you want to invest in self-service options, or minimal agent intervention options, for customers to answer their own questions? And why wouldn't you provide the right opportunities for customers with complex issues to be channeled to an agent for one-on-one service?  This provides your customers’ with the right answer at the right time through the right channel.

Is this making you think you want to know more--like what are best practices for delivering the right answer at the right time with help just a click away?  Click this link to find out 3 best practices for providing ‘a little extra service’ using chat and email management.  Or listen to this 15-minute webcast to learn 5 exciting new features for Next Generation Chat, which increase customer satisfaction and lower customer support costs simultaneously.

If you want to know what business results companies who have implemented chat and email management are experiencing, learn what Xactware has done. Xactware gets 75% of their inquiries through the chat channel and their agents are able to effectively handle these high volumes while also helping Xactware gain substantial efficiencies.

To learn more, you have free access to different tools and resources for delivering the right answer at the right time with ‘a little extra service’.  Leverage one or more cloud solutions to differentiate your customer service and keep your customers returning time and again while your company effectively leverages technology to lower costs.

Wednesday Apr 03, 2013

Talking Cloud in the Big Apple

Oracle held CloudWorld yesterday in New York City. You didn’t have to look far to see how important the cloud is to everyday life. It’s Spring Break for many schools across the U.S., and teens and tweens flocked to the Big Apple with their parents. It was hard to not to run into one of these young tourists, as they all seemed to be walking and using a smartphone at the same time.[Read More]

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