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Customers are using more communication channels for customer service than ever before. They are also contacting customer service organizations more frequently. Companies are rising to this challenge as overall satisfaction with the quality of service over all communication channels is trending upwards. Moreover, customers have little appetite for long or difficult service interactions, including navigating […]

As 2014 winds down, I have taken the time to pause, and look ahead to what top customer service trends are surfacing for 2015 and beyond. Good service — whether it’s to answer a customer’s question prior to purchase, or help a customer resolve an issue post-purchase should be pain-free, proactive at a minimum and […]

Customer experience is at the center of SugarCRM’s charter, so the company wanted to ensure its online support reflected this core value. In late 2013, SugarCRM decided to replace its existing platform frequented mostly by highly technical users with a Get Satisfaction support community that could unite and support a true worldwide customer base.   […]

Customer support video technology company Katana interviews CX Expert John M. Perez

Amazon Echo is the latest attempt by the online retailer to embed themselves in the fabric of family life. The contemporary looking new device is a snip at $99 for prime users and clearly designed to make it an impulse purchase for the early adopter consumer. As they get more familiar with using Echo, so […]

Thanks to the folks over at GetApp.Com for including me in this years Top 2014 Customer Service Experts to follow on Twitter.  Every month I visit contact centers and customers worldwide, and I am delighted to know it gets recognized by Industry folks.  Looking forward to continuing to share.  Thank you to the staff at […]

One of the most profound short term needs in government is for a modern knowledge management system. Why start with Jimmy Kimmel? Those of you familiar with the US comedian know that he occassionally sends out folks to interview the average person on the street about issues facing their lives. In this case it was […]

It’s 2012, and if your IVR hold music is lame then get with the program and start implementing some recent tunes that will put your customers in a good mood as they wait on hold to speak to a customer service rep. Music sets the tone for the mood your customer is in, and if […]

If you missed Oracle Open World this year, you can certainly catch up by watching these critical sessions. If you have the Cisco Webex client installed on your Oracle Service Vision and Roadmap Oracle RightNow Cross-Channel Contact Center Oracle RightNow Web Customer Service Oracle RightNow Chat Cloud Service & Oracle RightNow Virtual Assistant Cloud Service […]

According to a NICE 2012 Consumer Channel Preference Survey, consumers on are now using six different channels on average to contact service providers, and 86% say that they are communicating more often with businesses over all major channels, using the one that’s most convenient at any given time. That may be an online support ticketing, […]

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