The last thing customers want to do over the holidays is sit on hold or get shuffled between departments in search of answers to their questions. It’s enough to make even the most loyal customers say, “Bah humbug!” As the holidays rapidly approach, companies that want to avoid ending up on their customers’ naughty list are taking stock of their customer service and support departments in advance of the holiday rush.
It’s no longer surprising that consumers want to message businesses. Chat and messaging are already common features of many websites and apps, whether it’s for live support or peer-to-peer conversations. Simply put, the face of conversations is changing. Conversations are important—they’re the building blocks of relationships. Relationships with our families, friends, colleagues, even our mortal enemies are mediated through conversations—or a lack of them.
We’re putting a spotlight on our brand new cast of app integrations. Sit back, relax, and enjoy the show.
Ride-hailing business Bolt has a unique view of customer support: instead of focusing on delighting customers, its primary goal is to resolve issues at lightning speed. “We’re not in the business of delighting our customers when they reach out for support. We understand they want a solution and they want it yesterday,” said Toby Humphrey, product manager at Bolt.
As community forums become essential tools for scaling support, it’s natural for companies to need some help keeping things organized, ensuring the conversation runs smoothly and everyone can tap into the wisdom of the crowd. That’s where moderators come in: to help your community grow into, and remain, a destination.
Contact centers collect a range of customer data, from common support questions to customer satisfaction surveys. However, they often lack the processes to take immediate action on this data. Collecting real-time customer feedback enables service teams to instantly act on a negative interaction and save the relationship.
For millions of men, dressing with confidence is a lot easier said than done. Nothing gets in the way of looking and feeling good like sweat stains or being stuck in stiff, restrictive shirts. Whether customers are finding the perfect fit for the office, hitting the links on the golf course, or chatting with customer support for care instructions, we want every step of the customer journey to be as high-quality as our shirts.
Together we’re better. We know that we are at our best when we work with partners to deliver great customer experiences for mutual clients, whether that’s ensuring that help desk software has been optimized for workflow efficiency, training agents on how to forge better connections with customers, or simply assisting clients in their efforts to improve the health of their support organization.
Delayed passengers clustering at an airline check-in counter looking for answers. Someone with billing issues navigating a phone tree after a stressful emergency room visit. The person with the mispronounced name crankily grabbing their cup from the cafe queue. We know these experiences—we may have even lived and breathed them, and the feelings they trigger, ourselves.
We make choices all day, from the clothes we put on to what we’re having for dinner. In the workplace, the decisions we make for our team members trickle down to customers. Outfits and dinner are highly personal — it’s nobody’s business how many times this week you wore the same pants and ate mac and cheese. But when it comes to decisions that affect our teams, how do we know we’re making the right choice?
