Find out how US Airways enacts proactive customer service by programming their IVR to respond to customers intelligently based upon prior data analysis.
In this interview, Badgeville’s CEO describes how they use their own system in their customer community to increase loyalty.
My story underlines the importance of making sure you provide low-effort customer service as a means for fostering customer loyalty.
Here are five tactics Virgin Air uses to empower their customer service representatives to provide exceptional experiences, inspired by real stories from customers.
Experts share their thoughts on whether Apple’s approach to remote work would work for all call centers, or if they just work for Apple, because they’re Apple.
In this video interview, we discuss why the “Internet of Things” could be the secret to providing more proactive, efficient and cost-effective customer service.
In a recent study on the customer experience of ten retail stores, local shops beat big business when it came to creating lasting connections with customers.
Small businesses are losing big when it comes to capitalizing on opportunities to upsell and present offers, according to new report.
Software Advice recently partnered with Desk.com, a Salesforce.com application, to uncover the top reasons companies buy customer service software.
We analyzed interactions with customer service software buyers to determine their top business pain points, reasons for buying, and most-desired features.
The default approach to service is resolve issues as they arise. But Imagine if you could proactively reach the customer before they even knew there was a problem.
In this article, we will describe what factors determine whether free help desk software is a fit for your company.
Want to know how much your self-service support is worth? Here’s a formula for calculating that value, and tips for driving even more return.
Gamification and incentives can only go so far. Learn how call centers are using data and psychology in new ways to address these retention issues.
Here’s five jobs the biggest names in staffing envision being part of the support team of the future based on trends in mobile, social and contact channel preference.
Lately, few topics have dominated customer service strategy conversations like social media. Have the nation’s top brands caught on to the trend?
Professional speaker and author Micah Solomon shares his advice for tackling one of the biggest challenges facing businesses today—social responsiveness.
Here are three simple best practices your team can use to effectively upsell and cross-sell in the customer service context.
We provide five simple, yet effective ways companies can cater their customer service to Baby Boomers–”the most valuable generation.”
Buyer personas define what potential customers value, want and fear when shopping. Here are three ways to use customer service to refine buyer personas.