Your Source for Providing a Better Customer Service and Customer Support Experience

Webinar - Facebook for Business: How to Engage and Support Your Customers Directly on Your Facebook Page

In the beginning, Facebook was viewed as a personal-focused networking tool. Now users outnumber the entire population of the United States.

Clearly, Facebook can be a powerful tool for brands, businesses, and non-profits. This webinar will help you maximize your business to get the most out of being on Facebook.

You will also learn how you can add the Parature for Facebook customer support application directly to your Facebook Page to ensure your customers’ experience is optimized.

Taking part in this webinar provides the opportunity to hear about the latest stats and changes on Facebook, as well as discover some unexpected surprises that can happen on your page when you are able to support customers directly from your Facebook Page.

This webinar is essential for anyone who wants to gain a better understanding of what Social CRM on Facebook really means and learn about the new Parature for Facebook product.

Attend this webinar to: Read more »

How 2 Give GR8 #CustomerService & Have Your Followers 'Like' You in All Social Channels

The webinar “How 2 Give GR8 #CustomerService & Have Your Followers ‘Like’ You in All Social Channels” was attended by hundreds of customer service and support professionals who submitted numerous questions during the webinar. Due to the time constraints of the event, Rich was unable to answer all of the great questions submitted; however he has been gracious enough with his time to answer each one within our blog.

Whether you attended the webinar or not, you may find that the answers to these questions may also help you understand how to leverage social media for better service.

If you did not attend the webinar, we invite you to watch it now. Share your thoughts and continue the discussion here.

Sure, silence CAN imply that we’re “not clued in” and “not connected”….but what about when the mention is a rant? Or has definite potential to negatively spiral out of control?  How do we determine what’s safe and what’s too risky to respond to? Read more »

Webinar: How 2 Give GR8 #CustomerService & Have Your Followers 'Like' You in All Social Channels

Customers are increasingly turning to social media to air their service issues – especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and virtual communities to brand their 21st century service identity.

This webinar will show you how to leverage social media for better service if you’re new to it, and how to sharpen your virtual service image if you’re an old pro. Topics we’ll cover include:

• Why your service is going public and going viral: a look at today’s digital consumer
• Social media service success stories: Comcast, Southwest Airlines, Zappos, and more
• Understanding virtual service channels: Read more »

Webinar: Why Customer Service is NOT Enough

The webinar “Why Customer Service is NOT Enough” was attended by hundreds of customer service and support professionals who submitted numerous questions during the webinar. Due to the time constraints of the event, Lisa was unable to answer all of the great questions submitted; however she has been gracious enough with her time to answer each one within our blog.

Whether you attended the webinar or not, you may find that the answers to these questions may also help you understand some of the strategies for improving the customer experience.

If you did not attend the webinar, we invite you to watch it now. Share your thoughts and continue the discussion here.

What about organizations who don’t really need to be on the phone all the time? We have an email to phone ratio of about 80:20. We only get on the phone if the issue is complex or critical, and needs personal explanation. We schedule calls with customers, and then get on the phone.

It sounds like your approach is a good one. Make certain your email responses are timely, within 4 hours is considered fast. Go back and check the content of the responses – eliminate jargon, write in complete sentences, be respectful and conversational. When on the scheduled call, have the “right” person on the call. Make certain that person is prepared and calls when promised and buy the Employees lunch…pizza, etc.  This would give the leaders a chance to visit with the Employees of the locations.

-Lisa Read more »

Webinar: Why Customer Service is NOT Enough

Today’s customers want an experience that engages them and gives them a reason to remain connected to you. Their mindset is one that is fickle, demanding, vocal and not very loyal.

In this webinar, customer service expert, Lisa Ford outlines her strategies for improving the customer experience.

• Go beyond average service to a relationship
• Ask tough questions to examine the quality of your experience
• Learn the customer connection rules
• Focus the culture on everyday service excellence
• Create a team that is inspired to keep customers loyal

A copy of this presentation is available in our SlideShare profile.

If you missed the webinar, the recorded version is available here. Share your thoughts and continue the discussion here.

Watch: Why the Customer Experience Matters Most - Rosetta Stone's Customer Success Strategy

The webinar “Why the Customer Experience Matters Most – Rosetta Stone’s Customer Success Strategy” was attended by hundreds of customer service and support professionals who submitted numerous questions during the webinar. Due to the time constraints of the event, Jay was unable to answer all of the great questions submitted; however he has been gracious enough with his time to answer each one within our blog.

Whether you attended the webinar or not, you may find that the answers to these questions may also help you with your customer success strategy.

If you did not attend the webinar, we invite you to watch it now. Share your thoughts and continue the discussion here. Read more »

How to Build a Culture of Loyalty - How Southwest Airlines Does It

Phenomenally successful Southwest Airlines is renowned for its stellar Customer service. Learn from former Southwest Executive and author of Lessons in Loyalty, Lorraine Grubbs, how Southwest built and maintains one of the most faithful Customer bases.

Southwest Airlines recognized long ago that they were in the Customer service industry, they just happened to fly airplanes. They were one of the few companies who realized the existence of dual Customers – the internal one (employees) and the external one (passengers, vendors, partners, etc). This Customer service mindset was established from the onset in the creation of their mission statement, which in two separate parts, vows to deliver care and service to both employees and Customers. Their continual dedication to achieving the highest level of Customer service led them to: Read more »

Webinar - In the Customers' Shoes: How Coffee Republic Built its Brand through Great Customer Experiences

An outstanding customer experience is the key to building and maintaining a successful brand and is a competitive differentiator that facilitates customer loyalty. A great motto and one endorsed by Coffee Republic; a company that transformed a nation of tea drinkers into one obsessed with ‘triple decaf half-caf lattes’ by focusing solely on the customer experience.

This insightful webinar provides you with a real-life entrepreneurial story of customer success. Hear Sahar Hashemi, Co-founder - Coffee Republic, present ‘In the Customers’ Shoes: How Coffee Republic Built its Brand through Great Customer Experiences’; she will discuss her customer experience philosophy and how it influences building and maintaining a successful brand.  Read more »

Webinar: Why the Customer Experience Matters Most - Rosetta Stone's Customer Success Strategy

Customers have never been more important than they are today, and the most successful organizations have realized the power of the customer experience and the need to create a customer-centric culture. One such successful organization is Rosetta Stone. They have not only implemented a complete customer-centric culture, but have fully embraced it; focusing on their customers’ success. In fact, their customer support is called ‘customer success’ and their support agents are ’success agents.’ This customer-focused environment, including multi-channel customer service, enables them to further promote their philosophy of listening to their customers and becoming better.

In this webinar, join Senior Vice President, Customer Success at Rosetta Stone, Jay Topper and featured guest, customer service and customer experience expert, William Band of Forrester Research to discover how a better customer experience can improve customer loyalty and your bottom line. Read more »

Metrics that Wow! How Coremetrics Became the Customer Service Model of Success

A customer-centric culture has never been more important to organizations than it is today, and the most successful customer service organizations have realized the criticality of the customer experience, as well as the need to make organizational changes to improve it.

But how do you facilitate an organizational shift? How do you recognize the need for change, develop a plan, determine customer & business impact, and get results? How do you achieve key support metrics such as?

• Customer satisfaction improved to 90%
• Agent responsiveness is up to 92%
• Agent product knowledge grew to 91%
• Customer loyalty jumped to 93%

Read more »