A Community of Customer Experience Professionals.
An online community of Customer Experience Professionals. Sign-up here »
In the last two weeks I have spoken to alot of small to large size companies on their Online Customer Service strategy for supporting their customers. Whether it was at the UK CC Expo, or here in the states – I heard lots of companies discuss the best channels for support for their companies. Many [...]
5 October, 2011
Published by John M Perez in Customer Experience Tools, How To
Co-browsing, also known as “web touring” is particularly effective as it allows the co-navigation of many types of web-based content in a highly efficient way. If your new to the concept of Co Browsing, check out this Co Browse Video Demo using Dim Dim. Particularly in the middle of a chat support session or a [...]
11 August, 2011
Published by John M Perez in Contact Center, Customer Experience Tools, General, How To, Web Self Service Experience
A study conducted last year by RightNow Technologies (The RightNow Multichannel Benchmark Report) indicated that RightNow’s customers typically experience between 10 – 30% of their visits to their Online Support Pages are from 3rd Party Search engines like Google. Simply put, the more answers from your knowledge base related to your product appear on the top [...]
5 August, 2011
Published by John M Perez in Customer Experience Tools, General, How To
More and more, the concept of the Net Promoter Survey (NPS) is drawing attention in companies/organizations that want to ensure that they have a good pulse on what their customers & clients truly think about them. In practice, though, the NPS is pretty simple yet so many companies spend months trying to figure out what ways to [...]
I often get asked how do you measure the success of an online customer service strategy? Along with that question is what do I measure, and how do I know if I am performing well? As a result, I decided to start a 3 part series on how to measure online customer service success. The content [...]
Recent Comments
Great list. IKEA has begun to publish videos to aid frustrated home-furniture bu...
Great post here!...
This is a very interesting concept. If companies aren't doing so already, they ...
Sounds great. I'd be really interested in the social media presentation as I thi...
I cannot sign up to become a member, it keeps asking me to answer the question a...