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7 November, 2011
Published by John M Perez in Blog, Online Community, Social & Knowledge Best Practices
A new study conducted by a software company called Conversocial reviewed online responses to consumer Facebook complaints across Retail brands, and not so surprisingly they found less than stellar results. The 5 day study, revealed those companies that lead in supporting customers on Facebook vs. the laggards who are ignoring customers on Facebook. Here are [...]
31 October, 2011
Published by John M Perez in General, Multichannel Customer Experience, Online Community
7 Virtual Customer Service Tips | Business 2 CommunityAnybody in business knows that keeping customers is a LOT cheaper than finding new ones. One way that companies keep their current customers happy is through customer service, which has definitely changed due to online sales. Here is a list of 7 ways you can let your [...]
7 June, 2011
Published by John M Perez in Contact Center, CRM, Customer Experience Best Practices, Customer Experience Research, Mobile Customer Experience, Multichannel Customer Experience, Online Community, Social CRM Solutions, Web Self Service Experience
If your reading this post, then you already know the impact of the very powerful Customer Experience platform by RightNow Technologies. Specializing in improving online customer experiences for companies, the platform enables organizations with key online capabilities like Live Chat for support or sales, a customer Knowledge Base with Intent Guide & Natural Language search, [...]
The Social CRM market is saturated with vendors, and when it comes to selecting Social CRM vendors with the right mix of customer support features it can become even more confusing. If your a small business struggling to keep up with supporting your customers on the web, via web communities, and across social networks you [...]
26 April, 2011
Published by John M Perez in Blog, Knowledge Base, Online Community, Social CRM Solutions, Web Self Service Experience
There has been lot’s of buzz on the net around CRM Idol, but many following the hashtags on Twitter or articles that reference it may not exactly know what it is. CRM Idol was born just over a month ago and is the brainchild of Paul Greenberg who is the voice of anything CRM in [...]
23 January, 2011
Published by John M Perez in Blog, Online Community, Videos
Delivering amazing customer service means giving your customers many ways to learn about your products and services—including self-service. In this
13 January, 2011
Published by John M Perez in Online Community
A great read from Mashable identifying what elements of creating an online community will be critical to success. Check out Mashables article How to create a world class online community?
23 December, 2010
Published by John M Perez in General, Online Community, Web Self Service Experience
The net’s community based portal for getting advice, ideas, and your questions answered on providing the best online customer service experience for your company.
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Great list. IKEA has begun to publish videos to aid frustrated home-furniture bu...
Great post here!...
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