Looking for customer service statistics to make your argument about upgrading your support system? These days, companies don’t compete on products. Customer satisfaction and customer retention rely on a different…
Is headless commerce B2B the next big thing? Headless ecommerce is growing in popularity due to its ability to streamline the digital experiences that ecommerce businesses provide to their customers.…
The Metaverse, like other technologies that have emerged over the decades, is certainly important and may be very influential in the decisions businesses make in marketing and ecommerce moving forward.…
Something curious is happening with respect to knowledge management. One look around would suggest that, before the pandemic and so-called Great Resignation, knowledge management was dead. A dusty backoffice relic…
Your customers are used to immediate service. They order their favorite pizza with just a tap in an app, and binge their favorite shows their living rooms on their streaming…
ServiceNow is all about making things work better with digital workflows. Across people, processes, and systems, this platform can quite literally transform the way organizations work (just ask Deloitte). As…
Are all support ticket processes created equal? Sadly, no — looking through social media posts is a fast enough way to see that getting help is a complicated matter. Customers…
A good customer support experience requires a delicate balance of providing great service while reducing agents’ workloads. On one hand, a huge number of support tickets are overwhelming workers, resulting…
It’s a mistake to underestimate a person’s intuition. You might get away with it once in a while, but the risk-reward usually isn’t worth it. That’s especially true of the…
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…
