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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.   […]

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 […]

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, […]

Great but awkward interview with Salesforce CEO Marc Benioff with Michael Arrington. Marc speaks on Bill Gates, Larry Ellison, and Steve Jobs in a humbling way.

It’s been a long two weeks on the road, and as I land back in my home town of New York, I was delighted to a great surprise.  On my way from my flight to get my luggage, I get a tweet from the folks over at GetApp.Com.  They indicated that I made their list […]

As I put the final touches on my eBook entitled “Customer Experience in The Cloud”.  I thought I would share with everyone some of the key performance indicators to evaluate when your managing an online customer service operation.  In this blog post I included 10, but in my book I cover about 30 key performance […]

The expansion of digital channels and an increasingly crowded online marketplace are changing consumer spending habits and online behavior. And the more consumers spend online, both in time and money, the more demanding they become of the online customer experience. Consumers are very articulate when it comes to their online expectations, and they’re quick to […]

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