Posts in category customer service


customer service

Real Human Interactions Beat Automation, Survey Says

Customers prefer human interactions to IVR systems or other automated customer service offerings, according to a new report from B2B ratings firm Clutch. Businesses need to move carefully when outsourcing customer service operations, the research also suggested, because there are big differences depending on a number of factors, including how familiar reps are with the local language.

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customer service

Facebook Messenger Jumps to Business Websites

Facebook on Tuesday announced that it was preparing a plugin to its popular Messenger platform that will allow a website’s visitors to chat with a human or bot without leaving the location. Customer Chat is one of a number of changes in the version 2.2 update of Messenger platform revealed at the Web Summit in Lisbon, Portugal. The chat plugin will be available on desktop and mobile devices.

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customer service

Rise in Mobile Commerce Fuels Demand for Omnichannel Service

Omnichannel support and communications are becoming essential for brands, as consumers’ increasing use of mobile devices to make purchases and access content fuels their demand to be able to connect with companies when and how they want. However, brands lack the necessary expertise and infrastructure, and are turning to mobile network operators, or MNOs, to acquire omnichannel capabilities.

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customer service

Excellent Customer Service Requires Emotional Intelligence

Staff engagement is a key component in a telco’s ability to positively impact customers, according to InMoment. The company recently conducted a survey of 11,000 North American customers of Internet, mobile and TV services and found that telecommunications companies’ customers just plain hate them. Telcos should emphasize emotional IQ, or EQ, in hiring and training personnel, the study recommends.

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customer service

Congress Probes United Airlines’ Customer Mishandling

United Airlines CEO Oscar Munoz on Tuesday apologized to the United States Congress for his company causing a passenger to be dragged off a UA flight last month. United failed its customers and failed as a company in that incident, and this has to be a turning point for the airline, Munoz told the U.S. House of Representatives Transportation Committee at a hearing into airline industry practices.

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customer service

United Airlines Gives Appalling New Meaning to Customer Service

United Airlines’ self-made firestorm spread on Tuesday, as a video showing a passenger being forcibly dragged off a plane continued to make the rounds on social media. The passenger had refused to comply after being told he’d been bumped off the Sunday flight. The incident sparked international outrage, including calls for a boycott of the airline and for CEO Oscar Munoz to step down.

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customer service

Ode to Sprint: Somebody Calls You, You Answer Quite Slowly

As I write this, I’m listening to twangy guitar music that calls up vague images of big spiny cactus, dust, and a riderless swaybacked horse. Lots of dust. I’ve been listening to the same few bars for 43 minutes and counting. Every few seconds, the music is interrupted by this: “We apologize for the wait. We are currently experiencing higher than normal volumes and long hold times. …”

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customer service

Calling Facebook Customer Service? Beware of Fraudsters

Googling for a Facebook customer support phone number may connect users with fraudsters. A fraudulent number reportedly appeared not only as top result in a Google search, but also as a featured snippet — that is, highlighted in a box at the top of the search results. An investigator who called the number, posing as a Facebook customer who had been locked out of his account.

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customer service

Customer Service Takes a Turn

It’s widely understood that new customer service channels such as social, email, knowledge bases and the like have left the service agent with harder problems to solve. Those channels are here to stay, because when they work well, they solve problems for pennies. It can cost many dollars to resolve an issue through the efforts of conventional agents. So there’s a decided bias for self-service.

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customer service

Salesforce Releases Texting Customer Service Chatbot

Salesforce has released LiveMessage, a chatbot that lets enterprises users engage customers through messaging apps such as Facebook Messenger, SMS or MMS directly within its Service Cloud. Service agents can respond to customers on Facebook Messenger after accessing their records, for example, and the conversation automatically is appended and can be resumed later if necessary.

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customer service

American Breaks People

It’s easy to lose sight of people in a CRM discussion, focusing instead on the great technology and what it does under optimum circumstances. We should keep the customer in mind at all times, however, for without them what are we? Forgetting the customer is dangerous both for customers and vendors in this social age. Far from being a universal good, automation can obstruct human interactions.

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customer service

The 4 Fundamental Attributes of Customer Loyalty, Part 3

Dealing with customers in context can equate with personalization, as many define it. Or it can refer to enabling customers to jump out of a largely automated customer-facing process to deal with a company representative. Additionally, it can mean getting down in the weeds of some hyper-specific aspect of a customer’s issue. A lot depends on what the vendor and customer are trying to accomplish.

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customer service

Hospitalized Stossel Bemoans Sorry State of Healthcare Customer Service

Fox News journalist John Stossel, who recently underwent an operation for lung cancer, on Wednesday wrote that although New York-Presbyterian Hospital’s medical care is excellent, “the hospital’s customer service stinks.” Doctors “keep me waiting for hours, and no one bothers to call or email to say ‘I’m running late,'” Stossel said. He doubted all the tests he was given were needed.

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Artificial intelligence startup DigitalGenius raises $4M to make customer service agents superhuman

VB INSIGHT: DigitalGenius is announcing a Human+AI customer service platform today with a $4.1 million seed investment. The platform integrates with existing customer service software suites — like Salesforce, ZenDesk, and Oracle — to automate the most repetitive parts of customer service through AI and machine learning-powered chat bots. The work to augmentative the process, while still keeping the […]

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