Automation got a bad reputation pretty quickly in the customer service world. Since the 1980s, customers calling support have had automated tellers putting them on hold and repeating the unconvincing assurance, “Your call is very important to us.” Automated tellers turned into chatbots. This technology could be just as frustrating with bots conducting clumsy conversations that fail to provide real help.
February 2020: remember the date because this was when the world finally agreed that the only way to survive was by adopting technology whole-heartedly. Collaboration for designing and delivering the vaccine needed to quell COVID19, or for family time, or to ensure your business was sustainable. Welcome to the 4th Humanity Revolution with technology as the engine and attitude and behavior changes as drivers of the innovation culture.
Like most business leaders, you want your company to provide a great customer service experience. You hope to respond quickly, have positive interactions with your customers, and give them the solutions they need. However, with customers being higher expectations than ever, and customer support teams being understaffed, this is easier said than done. If you’re wondering how to improve customer service in this salutation, then look no further.
On Saturday Feb 27th, OneDesk released the February 2021 update to OneDesk with many new features and improvements.
Sales teams across all industries are facing unexpected changes, including an abrupt move towards remote work. At a time like this, leadership makes all the difference. The LinkedIn State of Sales Report for 2020 found that 70% of sales managers think that being able to navigate change is more important now than it was five years ago.
We’ve heard it a thousand times: “the pandemic is unprecedented.” And it’s true—COVID-19 has changed the lives of billions of people around the world and many of those changes are here to stay. The good news is that the pandemic has also shown that many businesses are able to adapt and thrive. Bernard Salt AM, one of Australia’s leading social commentators on trends, business, and society, has a hopeful view for the future.
We know that companies have been trying to persuade customers to use self-service for at least the past ten years, with mixed success. Now due to the pandemic it is being adopted at unprecedented rates according to the Boston Consultancy Group. So how do we encourage customers to carry on using self-service portals when life returns to ‘normal’?
If you have worked on building user interfaces for a large project, you would probably have learned the importance of component libraries. They contain a set of ready-to-use components that help you build UI fast and also maintain consistency across the entire project. Building a consistent and seamless user experience is hard. This is where component libraries can help.
In a world that is so technologically-driven, having the right customer support tools is essential to delivering great customer service, keeping employee health in check, and gaining an edge over your competitors. With the range of support tools available today — one for shared inbox, one for bug tracking, another one to allow for inter-team collaboration, and yet another one for project management — how do you identify the tools that you really need?
