Call Deflection Is Not Enough
Customer demand for support services will continue to grow at an average rate of 17.6 percent industry-wide and even higher for some segments of the market, according to the 2021…
Archive
KCS Needs New Home …. In Customer Success!
I’ve been working in the support world for a long time. Having started my career as an engineer, I’ve been used to being on the reactive side of knowledge management.…
5 Features You Need to Transform the Customer Service Experience
In the world of ecommerce, consumers expect frictionless experiences that instantly meet their needs. Things like one-click checkouts or same-day shipping can no longer really even be considered perks. They…
Why Machine Learning Creates Win-Win CX (Even During Case Submission)
Machine learning has given us a golden opportunity to build better customer service experiences — for customers and agents — based on what people actually want to achieve. It’s also…
Practical Tips for Dialing Up Relevant Customer Service Experiences
It’s a big ask, this constant push for service leaders to do great by customers — while simultaneously cutting costs. Layer in a level of unpredictability unseen in recent years…
Justifying the ‘Return’ on Support Tech: Cost and Revenue
I’ve been advising companies on how to improve Support outcomes for nearly 20 years. Most of these efforts involve investments in new support technology and begin with, “Tom, how will…
How to Build a Business Case for Investing in AI for Customer Support
With the accelerated advancement of digital transformation, Customer Support teams have more channels and more data than ever before to manage. The 24/7 nature of commerce today means Customer Support…
Fintech Changes Will Shift Focus to Customers in 2021
Even before Covid-19, banks were feeling the pressure of fintech competition to provide better customer service and usability. The inability to conduct in-person transactions put additional pressure on financial services…
Loss of ‘Free Beer Fridays’ Reveals Employee Service Center Issues
The shift to a work-from-home-first mentality has changed a lot about the nature of the employee experience—especially the coveted office perks. Goodbye, lunchtime yoga classes. So long, cabinets full of…
Product-Led Growth Highlights Importance of In-App Contextual Help
The SaaS-fueled app-ification of consumer and enterprise software is driving more companies to hone in on the user experience; by evaluating the opportunity for in-app contextual help to drive adoption…