The digitally conscious customer of today needs immediate responses. A key factor in staying ahead of the competition is the ability to provide proactive customer support to your customers. Live chat support came to the rescue and enabled agents to respond to customers as swiftly as they could. But this was not good enough. It is almost impossible for live agents to be available all the time for the omnipresent customer.
If you’ve ever worked in or been a part of the customer support industry, you’ve likely seen or directly experienced “contents” or “games” like the scenarios listed above. The more formal definition – gamification – is essentially a tactic used by the customer support industry to incentivize agents to reach specific (yet often arbitrary) goals put in place by leadership.
Wire, the world’s most secure workplace collaboration platform, announces that EY France, a key territory for the global leader in assurance, tax, transaction and advisory services, are using its platform to enhance the security of its communications both internally and with third parties.
In an important client meeting? Going on vacation? Or simply deeply concentrated on a project that needs finalizing? We all have reasons to turn to the trusty mute settings from time to time. But instead of scrolling through each conversation to see which one is “mute-worthy” why not just have a global mute setting when you need some peace and quiet. Why not set a status to let your colleagues know you are unavailable and at the same time set everything on full or partial mute.
As the executive team reviews productivity, profiabilty and collaboration in the organization, email is at the center point of most interactions. But is it the right choice for the future? Email has already been dubbed a productivity-killer and dead by many. Add to that an excess of vulnerabilites but maybe there is another angle - vulnerability that should make organizations consider if email shall be the primary communications tool.
Helpdesks are one of the most integral tools for delivering a better support experience for your customers due to their ability to organize and streamline communication. But that’s not the only factor which makes them important. They also reflect the brand and values of your company. Today, users look for personalized customer experiences.
Keeping an eye on your day-to-day customer service operations means measuring the right metrics—that is, knowing which ones are setting your business up for both immediate and long-term success. Whether your company’s customer service is used as a means to drive overall revenue or is focused on helping customers fully understand your products or services, the tracked metrics should pertain to specific strategies designed to achieve your company’s overall goals.
There is no doubt that the business world is moving to a collaborative way of working pioneered by Slack who is getting rewarded today with a gigantic DPO. They changed the way organizations use email and adapted the way we work to the way the coming generation communicates. Backed by startups and developers the platform became the backbone of product organizations and growing tech companies.
It seems like all areas of a business now rely on software in some way. There is payroll software for Accounting, lead nurturing and CRM for Sales, and customer service for the support team to resolve customer issues. All these systems are great, but in this modern era of business how do companies communicate internally with so many different technologies?
Today’s companies understand how customer service plays a critical role in their efforts to be “customer-centric”—it’s why many of them invest heavily in the various functions of customer support. By adding an element of customer-centricity to different facets of a business, these companies are changing what a customer service job can be.
