Customer.Service.IT
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Customer.Service.IT
This topic relates to customer support and trends analysis
Curated by Alan Garrigan
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Twitter Tech Support: How Effective Is Tweeting a Tech Problem? - PCWorld

Twitter Tech Support: How Effective Is Tweeting a Tech Problem? - PCWorld | Customer.Service.IT | Scoop.it
Twitter Tech Support: How Effective Is Tweeting a Tech Problem?PCWorldCompanies do answer customer support questions sent via Twitter. Here's how they handle it and how to be heard when you tweet your problem.

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Rescooped by Alan Garrigan from Public Relations & Social Marketing Insight
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YouTube and the Customer Journey

YouTube and the Customer Journey | Customer.Service.IT | Scoop.it

YouTube video plays several key roles in the Customer Journey. The video platform offers customers a way to engage through comments and sharing content with one another and plays a supporting (sometimes starring) role in other social media campaigns by serving up videos for Twitter, Facebook andblogs.

 

While it is more obvious that these other Social Media Platforms steer the customer journey towards YouTube videos, it is also interesting to note where and how the customer journey continues on from online video. Video can and does assist in the continuation of the customer journey towards these other social media platforms. The trick is optimizing YouTube to tap the full potential online video has in supporting and continuing the customer journey:...


Via Jeff Domansky
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Jeff Domansky's curator insight, February 14, 2013 11:32 PM

Useful YouTube tips...

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16 Experts on the Future of Digital Customer Service

16 Experts on the Future of Digital Customer Service | Customer.Service.IT | Scoop.it

Digital customer service is on the rise. More and more companies are finding their way to the social web to answer questions of clients and prospects. A study I conducted earlier this year showed that about one out of three companies is currently helping clients in the digital world. Even though this percentage is still rather low, I have the feeling that online customer support may become a mainstream element in a social media strategy. The performance of many companies is improving and most of the active players are already preparing for the future.

 

Looking at this evolution, I was wondering how webcare can be a differentiator in the future. What if the majority of the companies are offering online service, how can you stand out? To offer you a broad scope, I talked about this topic with a broad range of national and international experts, people from the field and opinion leaders. You can find their vision later in this post.

 

Based upon their feedback, it is clear that the future of online customer support is about being strong in 5 dimensions or at least in a number of these dimensions.

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Four Technologies That Are Transforming Customer Experiences

Four Technologies That Are Transforming Customer Experiences | Customer.Service.IT | Scoop.it
Tablets, apps, mobile payments, and e-visits are changing how companies do business. Here's how the airline, banking, restaurant, and medical industries are using those technologies to enhance customer experiences.

 

Technology has profoundly changed the way companies deliver customer experiences. No longer will customers tolerate waiting endlessly on hold for someone to answer a question (or for anything, actually). For speed, for ease of access, for control—technology is playing an ever-increasing role in strengthening customer experiences.

 

Customer experience is about solving problems for customers. So when the experience you offer doesn’t move customers faster and farther toward a problem solved, you’re just creating barriers for them and leaks in profit for you. Customers are demanding more than updated, interactive, fast-loading websites.

 

Here are four emerging technologies that are transforming customer experiences across a number of industries.

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Infographic: Customer Experience Trends & Scores from Feedback at All Touch Points

Infographic: Customer Experience Trends & Scores from Feedback at All Touch Points | Customer.Service.IT | Scoop.it
Customer Experience Trends & Scores from Feedback at All Touch Points [whitepaper] http://t.co/U4vFJ0TW @chief_marketer...

 

Photo via serve4impact.com


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Big Data has Big Implications for Customer Experience Management | The Big Data Hub

Big Data has Big Implications for Customer Experience Management | The Big Data Hub | Customer.Service.IT | Scoop.it
A key big data problem for business is one of linking up their disparate data silos with customer feedback data in order to identify the correlates of customer satisfaction and loyalty.

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RuneSlayer Site Feedback

RT @Boomer_One: If you've ever visited RuneSlayer, we really need your feedback! Take a minute & fill out a survey & win membership! http://t.co/atc5h58Mki
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Digital signage evolution leads Keywest Tech to overhaul customer support

Digital signage evolution leads Keywest Tech to overhaul customer support | Customer.Service.IT | Scoop.it
Keywest Technology announced today a major overhaul of its TotalCARE digital signage support system. The company said the change is a response to not only how newer software products and services …
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The Measurable Value Of Social Business (Infographic)

The Measurable Value Of Social Business (Infographic) | Customer.Service.IT | Scoop.it

What good are these technologies? According to a recent infographic from Mzinga, Teradata Aster, and The Center for Complexity in Business, most companies (64%) are primarily using these platforms for Marketing/Customer Experience. The rest are tinkering with customer support, employee collaboration and sales:

64% for marketing initiatives47% for customer support39% for employee collaboration27% for sales

No real surprise there, but the growing number of platform users and uses does suggest that social business initiatives are at long last becoming more important to business in general. Hallelujah, guys! We’re getting closer and closer to the idea that it’s not social business, it’s just business.

 

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12 Tips For Moving From An On-Premises To SaaS ITSM Tool (From A Customer) | Forrester Blogs

12 Tips For Moving From An On-Premises To SaaS ITSM Tool (From A Customer) | Forrester Blogs | Customer.Service.IT | Scoop.it

Forrester recently published “IT Service Management (ITSM) Case Study: Making The Transition From On Premises To SaaS With BMC” which is available to clients here. For non-clients (or hopefully “future clients”) I thought I’d create a blog on the good practices distilled from the discussion with the BMC client.

The situation … does it sound familiar?

The customer had found itself hamstrung by a highly customized on-premises ITSM tool that was: 1) too costly to run; 2) a poor fit to operational and customer requirements; 3) complicated and cumbersome to use; 4) unable to keep pace with the latest service management thinking; and 5) stranded on an out-of-date version because it would cost too much to upgrade.

The solution …

The customer used a honed set of requirements to select BMC Remedyforce from a shortlist of six SaaS ITSM offerings. In their words, they chose BMC Remedyforce because: 1) it was best suited to the agency's existing and future needs; 2) it was built on the salesforce.com platform; 3) its user experience was similar to (but better than that of) the incumbent Service Desk Express; and 4) it was the most cost effective.

Here's what they did:

The initial deployment managed requests and tasks from both customers and internal IT.The customer took advantage of subscription-based licensing's ability to flex with demand.They also used BMC Remedyforce in different scenarios: in internally and externally facing call centers and, in addition to traditional IT support, addressing customer support, app development issues, and human resources (HR).

Remedyforce also met the organization's expectations of an online, open, and flexible tool.


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The Big Data Problem in Customer Experience Management: Understanding Sampling Error

The Big Data Problem in Customer Experience Management: Understanding Sampling Error | Customer.Service.IT | Scoop.it
Big Data is being touted as the next big thing for businesses. The benefits of Big Data are apparent in many areas, from search results and recommendation engines to customer experience management.

Via Fred Zimny
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18 Awesome Survey & Poll Apps

18 Awesome Survey & Poll Apps | Customer.Service.IT | Scoop.it
Customer feedback and market research are among the critical factors that determine the success of a brand.

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How are customers reacting to Customer Support provided over ...

How are customers reacting to Customer Support provided over ... | Customer.Service.IT | Scoop.it
This is why we commissioned a study to look at seven Fortune 500 companies to identify the social interaction best practices used by their customer service departments to resolve issues, gather feedback, collaborate on ideas ...

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