Tag Archives: customer service

Is Messaging the Final Frontier in Customer Service?

Is Messaging the Final Frontier in Customer Service?

Businesses have access to a number of different customer service channels, all of them serving one common purpose: meeting customer needs. In January, I provided a methodical analysis of these different channels, which showed how powerful a medium messaging is.

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How 2 Companies Transformed Bad Customer Experiences

How 2 Companies Transformed Bad Customer Experiences

In the last two weeks I’ve had two customer experiences that started with a problem and ended with me becoming a brand advocate for each of the companies involved. Going Above and Beyond to Turn a Bad Experience Around The first was with 24hourwristbands.com, a promotional products company.

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Use Design Thinking to Put Yourself in Your Customers’ Shoes

Use Design Thinking to Put Yourself in Your Customers' Shoes

How well do you put yourself in your customer’s shoes? Year in and year out, “innovation” ranks as one of the top corporate agenda items across all industries. Exactly what is being innovated varies based on the product, service, company culture, and more.

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Why Your Approach to Chatbot and IVR Projects Is All Wrong

Why Your Approach to Chatbot and IVR Projects Is All Wrong

Businesses today treat interactive voice response (IVR) and chatbots for customer service like any other IT project: gather requirements, define solution architecture, choose vendor, purchase platform, install/configure platform (the latter is still needed, even in the SaaS model), build IVR scripts on platform, test, deploy, end of project.

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