Teams | Collaboration | Customer Service | Project Management

Slack is a cloud-based instant messaging platform that replaces internal communication overhead, such as emails, through chat rooms (known as channels). Each message is organized by topic, department, projects, private groups, and more into these channels enabling users to respond according to their priority. What makes Slack unique is that it promotes one-on-one team collaboration and that allows the user to resolve a problem right away, eliminating unanswered emails and high response times.

Hitting your sales quota every month means knowing how to work smarter, not harder. Oftentimes, this means knowing which leads to chase first. Sales reps who have mastered this skill typically use lead scoring to guide their actions. Usually calculated on a numeric scale, lead scoring helps reps identify people who are most likely to buy their product or service and weed out those who are least likely. It makes you wonder why everyone isn’t scoring their leads, right?

The ever-rising demand for digital-first engagement has made customer experience a major brand differentiator in 2020. This demand for customer experience has encouraged an ‘influencer’ culture, which has CX leaders from various industries share best practices and innovative thoughts. Customer experience influencers like Neil Patel, Shep Hyken, and Jeanne Bliss are looked up to for guidance by companies and individuals wanting to provide to their customers moments of delight.

As we enter into 2020, looking back into 2019, let’s delve into a report from SDI to know about the expectations of service desk professionals for the coming months. The report provides specific data about the service desk – the benefits and struggles with ITSM tools, also outlining key trends, pain areas, and the priorities for 2020 for professionals. One of the key trends seems to be the uptake in AI and chatbot technologies.

Reducing the time it takes to resolve a customer issue makes everyone happier. Getting there, especially if you’re aiming to shave minutes off your average service time, requires a smart and laser-like focus in helping customer support reps to be more productive.

A quality customer experience requires a dedicated sales team and support team. Sales reps start conversations with leads, and support reps continue those conversations once those leads become customers. But considering the way in which the former group passes the torch to the latter, it’s worth asking: Why aren’t more sales reps and support agents having conversations with one another?

As you embark on a new decade, you might want to take some of these apps along in your quest to wow your customers. These apps will not only ease your workflow to let you focus on what matters the most — customer experience — but also help you get more efficient at your job.

Mailchimp is an end to end marketing platform that started as an email marketing tool alternative to the expensive email software in the early 2000s. The goal was to provide small businesses access to technological resources and tools to grow like their larger counterparts. Today, it has evolved into a robust customer relationship management system that understands patterns in customer data and uses that insight to target the appropriate audience.