Customers, investors, analysts, and the media demand fast service and an excellent user experience, independent of the traffic surges that come on the most grueling eCommerce shopping days of the year. Whether unplanned or planned, downtime disrupts eC…
Order fulfillment is the foundational building block of customer service. Promising orders with greater reliability through a holistic and automated approach enables companies to reduce expedites, improve on-time delivery, and increase customer satisfa…
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The pace of change continues to accelerate at an unprecedented rate for transportation and logistics companies. With intensely competitive international markets comes an increased pressure to deliver timely service while keeping costs low. Many transportation and logistics companies have run their business upon a hairball of dangerously unreliable spreadsheets and QuickBooks. Today, companies can’t afford to wait until the end of the month for needed data. Download this white paper to learn why it may be time to upgrade to Oracle NetSuite. |
The customer experience is one of the most important (if not THE most important) factors in business success. While every employee is responsible for customer service, and should take a customer-first approach, your customer service reps have…
Customer satisfaction is the go-to metric for customer support companies. But is it enough? Of course we want happy customers, because happy customers mean more customers. The problem is that for every 1 customers that complain, 23 will not – they…
Customers are more and more frustrated with the level of service they experience these days, due to long hold times, repeating issues multiple times to different agents, and having to contact a company over and over for the same reason.Historically, cu…
Business to Business (B2B) customer support has evolved to become the most important aspect of customer experience. No longer seen as the money pit it once was, providing exceptional customer service can save money, increase efficiency, and contribute …
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Customer support is an essential part of any business, but managing a large volume of support tickets can be similar to juggling fire while balancing on a tightrope. The key is to manage and prioritize customer issues through “ticket triage” which improves efficiency and provides a better experience to your customers while simultaneously reducing support costs. This eBook provides tips and best practices for ticket management in customer support. What You’ll Learn:
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Often, the sales reps who fail to hit the phones hard, are the ones wondering how they missed their quota. That said, while hitting the phones, not all sales outreach is created equal. Consider the following:It takes 22 minutes to connect using switchb…
Many B2B organizations are still hestitant to make the switch to self-service options. Whether it’s fear of alienating customers, or a reluctancy to change, the time has come to examine the benefits of self-service support for both companies …
