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 […]
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 […]
This is Forrester blog post by author Kate Legget. Utilize our business case tools on our online store where you can find digital templates to help evaluate the value of making the investments in customer service technology. We know that investing in customer service is good for business and can positively impact your revenue. However, […]
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 […]
During the past five years, the customer service capabilities of CRM suite solutions have matured as vendors have focused on solidifying the foundational building blocks of customer support capabilities. Vendors have folded new technologies such as social computing, business process management, decisioning, business intelligence, and mobility into their solutions to allow organizations to offer more-personalized […]
To help you better understand the future of the customer service experience, watch our Webcast with Kate Leggett, Senior Analyst at Forrester Research and John Perez, Customer Experience Strategist for Oracle RightNow.
Knowledge management for customer service has always been a difficult proposition. It’s not that knowledge management fails to work; it does its job well, as proven by the numerous case studies that show real ROI, as well as the maturity of vendor solutions. The historical difficulty with knowledge management is that many buyers and users […]
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Today, JD Powers released their Customer Satisfaction results from the leading Car Manufacturers and Car Brands. Lexus ranks highest in customer satisfaction with dealer service among luxury brands and receives an award for a fourth consecutive year. Lexus achieves an overall CSI score of 861 and performs particularly well in three of the five measures: […]