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.
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.
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.
To unlock the secret to their customer service sauce, Ritz-Carlton connected me with Diana Oreck. Here’s some advice she shared…
Experts discuss changing consumer service preferences, as well as new technologies for support via live chat, email, self service and social media.
The rapid proliferation of smartphones and an appetite for more personal self service has sparked a new dawn in mobile customer service innovation.
Reports reveal a disconnect between what customers expect on social media and how companies respond. Here are 5 tools you can use to respond effectively.
Want to know the secret to customer service success? Here’s a peek into how Zappos measures productivity and performance unique performance metrics.
This event featured a star panel that discussed how the roles of marketing and customer service have evolved, and strategies for accommodating these changes.
Companies offshore their call centers for obvious financial reasons (e.g. reduced overhead). What if those same things could be achieved by hiring onshore?
This article focuses on how adding gaming elements can boost employee retention by providing help desk agents with a sense of accomplishment.