The ability of service organizations to operationalize social media to optimize traditional support channels will no doubt be a powerful variable in long term customer satisfaction. Recently I had the opportunity to interview Catarina Centeno Duarte, Online Marketing Manager for Altitude Software on the importance of social customer service adoption by industry leaders. Continue reading […]
How was life before email? Among other things – incredibly slow! And formal. With a smartphone permanently attached to one hand we are always connected and only a push notification away from getting e-mails, sent only seconds ago, from multiple accounts. E-mail is one of the most popular ways to communicate quickly, and for many […]
Did you hear? You can get whatever you want, whenever you want it – wherever you are! The ever increasing popularity of smart phones and tablets is putting increasing pressure on service and support centers to respond in real-time to customer requests. The concept of business hours and waiting periods has been kicked to the […]
Congratulations to Charles Plemons, Helpdesk Coordinator in Technical Support Services, and his team at Western Kentucky University (WKU) for introducing chat support, a new initiative with positive results. WKU didn’t offer chat support prior to training with Impact Learning Systems. They saw a need and wanted to be adequately trained before offering their new […]
Every business has customers. Well, at least every successful business. If someone walked into your store to ask you a question, would you tell them that you just didn't have time to talk to them? If you want to provide great customer service, the first thing that you should know is that it's no longer good […]
My dad recently booked a flight online and couldn’t figure out how to choose his seat assignment. Every time he went to click on a seat, the site prompted him to pay more money. It didn’t matter what sequence he clicked, he could not get a seat assignment. In this situation, email or chat support […]
"Stop Trying to Delight Your Customers" arrived in my inbox and unleashed an immediate flurry of calls, emails and ideas among our merry Impact band — social learning at its best. The gist of the Harvard Business Review article by Matthew Dixon, Karen Freeman and Nicholas Toman of the Executive Board is that their research points to […]
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