Customer Service

Taking the Tech out of Tech Support: Less Tech and More Service

With all the new technology for consumers hitting the market, tech support is in high demand, leading to the potential for greater communication problems between consumers and customer service help desks. A common source of these problems is callers who aren’t sure of the technical terms, equipment, etc. Often, those calling in for help don’t …

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Global Survey Shows Involving Customers Still An Afterthought

A new Forbes Insights/American Society for Quality (ASQ) survey conducted in 2014 shows that while many companies solicit customer input, few really involve customers aside from simply receiving their surveys and complaints. Companies that genuinely involve customers are twice as likely to have world-class quality. This finding raises three questions: What is the difference between analyzing customer …

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7 Tips for Distributed Customer Support Success

The digital revolution is causing a sea of change in how organizations are building their customer support teams. Technology is removing geographical barriers that have traditionally restricted talent sourcing to local markets, enabling businesses to build flexible, distributed teams of top agents around the globe. Through this approach, companies are literally gaining access to a …

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At Your Service

How TriHealth’s Bethesda North Hospital Learned to “WOW” Patients  TriHealth is the integrated healthcare system that formed as a partnership between Good Samaritan Hospital and Bethesda Hospital, Inc. TriHealth is a full-service, nonprofit health system that provides a wide range of clinical, educational, preventive and social programs. Established in 1995, TriHealth is one of the …

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Ready, Set, Grow: How to Scale Your Customer Service Team

In this age of real-time Tweets and Facebook rants, delivering a stellar customer experience is an integral piece of growing a business, building a brand and inspiring lifelong customer loyalty. Maintaining delightful service — particularly as your business grows — can be equally as important as delivering a great product. Whether your customer service team …

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It Takes A Lot To Get Consumers To Sign Up For Loyalty Schemes

Loyalty schemes can be an invaluable tool when it comes to customer satisfaction and the overall consumer experience. Our most recent research shows that 94 percent of UK consumers are members of at least one loyalty program, and many belong to multiple schemes. However, to really get consumers flocking to a brand and forming a …

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Foundation of Customer Service Equals Loyal Customers/Brand Ambassadors

With the pervasiveness of social media and online review websites, it’s hard for a company to get away with poor customer service in today’s culture. No matter how a company is advertising a product or service, customers act as unpaid press agents — treat them poorly, and they’ll report it with painfully honest reviews to …

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