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In the world of social media, companies need to respond to customers, and they can't afford to wait. (Featured on SmartCustomerService.com.)
With the help of journey mapping and analytics, you can engineer the customer experience from the customer's point of view.
Establishing expectations and enabling intelligent data flow are key to your mobile blueprint.
The microblogging platform is a quick, cost-effective way to reach many, spot trends, and show transparency.
With charitable giving exceeding $298 billion in the U.S. alone, it's time that software companies gave nonprofits the attention they deserve by creating technology that truly serves their needs.
The IoT is altering our technology landscape—and it will require a change in culture as well.
Comcast is making a lot of the right moves to upgrade its customer service, and ultimately, repair a badly damaged reputation. (Featured on SmartCustomerService.com.)
Integrity, empathy, personalization, and convenience are key values on the path from prospect to paying customer.
Lead-qualifying AI will work 24/7, never call in sick, and will follow up on 100 percent of leads. Best of all: Customers won't know the difference.
Discover a 360-degree solution for social care.
Tread lightly when venturing into the Internet of Things for customer service, but know the potential is great. (Featured on SmartCustomerSerfvice.com.)
The time for new metrics has come as contact centers move to omnichannel interactions. (Featured on SmartCustomerService.com.)
Employee surveys should uncover more than just the problem with the coffee in the break room. (Featured on SmartCustomerService.com.)
Customer success and support professionals can improve the customer journey, helping collect, navigate, and share vital customer data from multiple applications across their organizations. (Featured on SmartCustomerService.com.)
Customers value good service, and studies prove they will spend money at your competitors if they don't get it with you. (Featured on SmartCustomerService.com.)
We're all human, and humans sometimes fail in relationships. Here are the keys to building ones that last.
It takes thoughtful planning and execution, but the rewards are plentiful.
The best way to get inside your customers' heads—and keep them happy—is to chart their journey.
A study finds that agent knowledge is the biggest customer service headache. Here's how to spell relief.
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