Customer Engagement in 2020

2020 has been a unique year. The list of firsts and new things that businesses have had to learn this year is long, but the good news is that 2020 has taught us a lot about the nature of how customers interact with businesses.
Customer Service: The Good, The Bad, and The Ugly.

Think back to the last time you had to contact a company to fix a problem for you or answer a question you had.
Chatbots & The Evolution Of Customer Service

Chatbots – not the beginning of a robot takeover, but perhaps the beginning of the customer service takeover. Many people don’t know that chatbots have been in the making since the 1960s.
Is Tech Making Customer Service Better or Worse

Just in the past thirty years, technology has made astronomical progress. It has impacted everyday human life in ways undreamed of even fifty years ago. One of the biggest ways that technology has changed society is how people interact with each other.
How to Tell Customers They’re Wrong – Why Processes in Your Customer Service Are Vital

The old adage in customer service is that “the customer is always right.” And while we certainly want to ensure that we’re giving our customers the best experience we can, the reality is that customers are not always right. And sometimes we have to find a way to tell them that they’re wrong.
How Knowledge-Based Systems Affect Your Customer Service

Where do you go when you need to find out information? Lately, the answer to that question would simply be Google – but let’s get a little more specific than that. What if you’re looking for the definition of a word? What would be the best knowledgeable source to turn to for an answer? For that type of information, the best knowledgeable source would be a dictionary.
4 Things You Learned in Preschool That’ll Help Perfect Your Customer Service Skills

As a child grows up, they reach an age where they start gearing up to join the education system. They are to not only be taught math, science, and social studies, but to learn how to deal with real life experiences as well. Some kids get to “practice” school before joining in. Some call it VPK, but back in the day it was called preschool.
How Customer Service Affects Online Reviews

Pretty much everything you could ever need or want has reviews posted online about it. That restaurant you wanted to visit? That movie you wanted to see? That show you wanted to watch? That new phone you wanted to buy? That hotel you wanted to book for your next company event? That pet bed you were eyeing for your dog? I’ll bet you money they have reviews somewhere online.
Creating Bonds Between Departments: Why Departmental Continuity is Important

Marketing and customer service are two sides of the same coin. Your marketing team brings customers in, and your customer service team keeps them there. In many companies, the two groups rarely interact, even though they have some overlapping responsibilities, tasks, or goals. But there are plenty of great reasons for you to have your marketing and customer service teams collaborate.
How Processes are Vital to Your Customer Service

Have you ever gone outside to start your car only for the lights to turn on but it never turns over to start? Or have you ever forgotten to turn your alarm clock on to wake you up the next morning for work? Or had your computer get stuck on the startup screen and never take you to your desktop?