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Customer Service

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Cale Helmer and 1 other person commented on this post

yesterday

The Fallacy of the Customer Satisfaction Survey

I still think that Customer Satisfaction Surveys have merit; provided that as a company, you actually have a requirement to drive change within your business and therefore you’ve issued a survey out to gauge performance. While I will readily admit that there are so many ... more

Customer Experience Management

Customer Satisfaction

Survey

Andrew Rudin and 3 other people answered this question

Feb. 2, 2012

Would you recommend having different support packages based upon customer's profit levels?

The short answer: yes, I do.
Great question, and in fact, this was the subject of a detailed study in the outsourced IT services market. (I couldn't find a link to the study when I looked it up just now, but I've included the URL ... more

Padraig McTiernan and 2 other people answered this question

Feb. 2, 2012

What are the benefits of a virtual queue?

Another big advantage of a properly integrated callback, or virtual queue, system is the agent can be better prepared than for direct calls. An integrated callback system means the agent get notification of the customers name and full CRM record as soon as they are ... more

Customer Service

Call Center Technology

Customer Service Team

Telemarketing

Nick Sellers and 9 other people answered this question

Feb. 2, 2012

Should you let customers know that you offer a less expensive option to the one they currently own?

Do what's right, and not what the 'system' allows you to do. In the UK, our parliamentary expenses system allowed MPs to play games with their expense claims, effectively milking the taxpayer of a lot of money. Some MPs went to prison as a result ... more

Customer Service

Customer Service Best Practices

Sales Practices

Marie Burgess answered this question

Feb. 1, 2012

What's the best CRM for a subscripion based business?

Hi Ravi! Can you be more specific about what you are looking for in a CRM solution? Perhaps I can help you. Thanks. Marie more

Belldon Colme and 24 other people answered this question

Feb. 1, 2012

Should customer service be taught?

It sounds like you are asking if CS should be taught at the university level, as part of a business degree. I have strong thoughts about this.
Yes, CS most definitely can be taught. Like all pursuits, only those willing to learn and with the ... more

Customer Service

Veronica Broomes asked a question

Jan. 31, 2012

Are you having problems communicating with your customers?

Customer Service

Customer Care

Customer Communications

Jon Borillo and 7 other people answered this question at this roundtable

Jan. 30, 2012

Understanding Customer Service in 2012 [1/26 @ 1 pm]

To better serve customers, what do companies absolutely need to understand about their customers?

As a company, we need to understand that customer service transcends beyond answering questions and solving problems.
In the age of technology and social media, customer service is the new marketing. People will talk about how they are treated and share this experience to others ... more

Customer Service

Customer Care

Customer Experience

Customer Service Development

Belldon Colme and 1 other person answered this question at this roundtable

Jan. 30, 2012

Understanding Customer Service in 2012 [1/26 @ 1 pm]

What can customer service related SaaS do better to help companies engage with customer?

Since the purpose of customer service SaaS in any given company is, by definition, to reduce that company's actual personal engagement with customers, a better question might be "What can customer service related SaaS do to better meet customer needs?" The answer to that question ... more

Customer Service

Customer Care

Customer Experience

Customer Service Development

Kathleen Staples and 8 other people answered this question at this roundtable

Jan. 30, 2012

Understanding Customer Service in 2012 [1/26 @ 1 pm]

Do you know of any companies that are offering support over Facebook successfully?

I believe Google+ is a much better way to support the customer. It is more business and tech oriented than Facebook. You can use the "Hangout" feature with your customers to give them support directly with your help desk. Something to consider. more

Customer Service

Customer Care

Customer Experience

Customer Service Development

Pradeep Kumar asked a question

Jan. 30, 2012

What are you looking for when you want to outsource a part of your business?

Events

Round Two: Getting the Most Out of Google+ For Your Business Feb 7 @ 11 am PT
The Social CMO - Integrating the Efforts & Connecting the Dots Feb 8 @ 11 am PT
How to Sell B2B Products and Services via Paid Search Feb 9 @ 11 am PT
Social Media and Content Marketing For Business Q&A Feb 14 @ 11 am PT
The Rise of Pinterest in B2B Feb 15 @ 11 am PT

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