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26 July, 2012
Published by John M Perez in Blog, Web Self Service Experience
7 Take-Note Online Customer Service Predictions | CustomerThinkCustomer service delivery is evolving at an accelerated pace, as are the emerging service channels that are driving the push for an agile, real-time, multi-channel customer experience. Here are seven customer service predictions from industry experts that speak to the near future of online customer service: 1. via [...]
27 June, 2012
Published by John M Perez in Web Self Service Experience
10 Tips for Customer Self-Serve | Get Elastic Ecommerce BlogCustomer self-service doesn’t just save your organization money. 2 out of 3 customers prefer self service to speaking with a live representative (Nuance Research). 75 percent believe it’s more convenient to self-serve, versus 6 percent that find a live rep more convenient. via Getelastic
Here is a classic read that is extremely relevant for organizations trying to improve their online web self service experience. The white paper is from the RightNow Technologies Center of Excellence, and it is based on 10 Best Practices and Supporting detail is included for your reference. A great reference for all. User experience best_practices_for_wss [...]
24 January, 2012
Published by John M Perez in General, How To, Web Self Service Experience
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. [...]
The new year is upon us, and like every year around this time – industry thought leaders look back at the year in review and look forward at what will happen in 2012. Below are some of my 2012 trends around the Customer Experience Software market. In particular, I am focused on the trends that [...]
14 December, 2011
Published by John M Perez in Blog, Contact Center, Customer Experience Research, Multichannel Customer Experience, Web Self Service Experience
I recently participated in a survey a couple of months ago by Aberdeen and they recently sent the results. This is a great report for those who are interested in assessing the value of expanding their support experience into other channels. While the results of this report often vary from year to year since my [...]
10 November, 2011
Published by John M Perez in Blog, General, Web Self Service Experience
7 Best Practices for Improving Your Website’s UsabilityThe Web Design Usability Series is supported by join.me , an easy way to instantly share your screen with anyone. join.me lets you collaborate on-the-fly, put your heads together super-fast and even just show off. Writing content for web users has its challenges. via Mashable
8 November, 2011
Published by John M Perez in Infographics, Web Self Service Experience
Another great Infographic from ZenDesk on the importance of providing great online customer service. Here are some of the key highlights from the graphic: Online Retail Sales Growth is growing year over year from $27.9 billion in 2007 to $38 billion in 2011 creating a natural demand for consumers wanting better service. Customer Service matters [...]
7 October, 2011
Published by John M Perez in Social & Knowledge Best Practices, Web Self Service Experience
A recent article in Marketing Week revealed that Facebook admitted it’s failure to address the customer service issues of its users, developers, and businessses using their Ad Campaign solutions. A representative from Facebook’s strategic partner manager, said the company is currently dealing with customer service queries “badly”, because it is still relatively small in size [...]
2 September, 2011
Published by John M Perez in General, Videos, Web Self Service Experience
Great interview on Bloomberg with Greg Gianforte who speaks on Cloud Computing. He says that “Cloud stocks will eventually disappear..” When asked how cloud companies will transform organizations, he indicates that “The cloud will transform IT professionals into more of a business consultant role” as organizations make their infrastructure more cloud based.
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Great list. IKEA has begun to publish videos to aid frustrated home-furniture bu...
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