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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 […]

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 […]

Which Industry has the Best Customer Service on Facebook? [Infographic].

There is a high price to pay for poor customer service, while conversely, there is money to be made from consistently delivering an exceptional customer experience. The challenge on both sides is that customer expectations have never been higher for service and support. According to Accenture’s 2012 Global Consumer Pulse Research: 63% of consumers point to service […]

Social networks have been hailed by many enthusiastic social media marketers as the holy grail of customer acquisition, retention, and revenue growth. But there is a gap between how consumers want to engage with companies on social media, and how those companies are using these social networks. Consumers need more than just a platform where […]

This past month and last, I have spent a lot of time with clients and my peers discussing how to measure web self service success.  Many clients get a web self service solution in place and are struggling with understanding how to measure the ongoing success of their implementation using key performance indicators or metrics. […]

Save yourself hours of time and analysis by using this Microsoft Excel template to build the business case for Live Chat For Customer Service.  The online version is below and you can begin calculating the benefits today, while the Excel version enables you to modify the spreadsheet to your needs and includes dynamic graphs to […]

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