I’ve written my first email blast to customers with shaking hands and worried eyes. We announced we had created a customer portal for them in the email. Up until that point, our support team provided email support only. It wasn’t a positive experience for customers and our team, as the team had to manually attach every email inbound or outbound to our CRM system. As a result, customers experienced hidden chaos that impacted the level of service they received. Back …
Author: Peleg Samson
“When do you think that we will see the results of the changes?” my manager asked me. The team didn’t keep up with the company’s growth, and I joined to bring it to pace five months ago. Customers were unhappy with the service, and although the company grew in customer base exponentially, the feedback on service was not good. Customers were complaining all over the ecosystem and reviewing the product poorly. The response time was abysmal, and the stakes were …
Creating an excellent customer service experience is one of the most challenging things to do, especially when there’s an extremely high volume of service/support tickets. I’ve been working in this field for over 15 years, but I still get the shivers and get into a postponing cycle when I need to call or email customer service to handle my stuff. The main reasons for that for me (and for most customers are as follows): Waiting a long time on the …
BI is taking a central spot in the heart of most progressive companies these days. BI is a powerful tool (and a hot buzzword). It is, in some ways, the perfect companion for customer service, where you have a good chunk of data to process. Still, it is also a double-edged sword because, unlike Sales data, for example, in many service teams, the variation in a specific data set can be quite significant… for example, let’s look at this example …