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

Watch this Webinar

In today’s environment, the customer has never been more important - customer satisfaction and retention are critical to any organization’s success, and customer service is essential to that end. The most efficient and successful customer support departments are versatile; providing their customers with a preferred method of support. Today’s customers are tech-savvy and require so much more than simple phone support. Integrated multi-channel service options, such as self-service via knowledgebases and downloads, live chat sessions, mobile applications, and easy issue escalation paths via the Web must be implemented to empower support teams to provide the level of service that customers expect. 

This webinar features John Ragsdale, vice president of technology research for the Technology Services Industry Association (TSIA). His area of expertise is in creating strategies for improving the overall customer experience and services operation through technology.

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

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

Watch the recorded version here

In this recession-driven environment, companies are clamoring to increase revenue and save costs; customer retention has never been more important.  Oddly enough, most organizations spend more on marketing to gain customers rather than to retain them.  A published study by the American Society of Quality Control asked the question “Why do customers leave companies?”  Sixty-eight percent of the respondents answered the question with the following “because of the company’s indifferent attitude to the customer.”  So how can organizations change this apathetic attitude and improve customer retention? The white paper “How to Improve Customer Retention by Building Emotionally Engaging Customer Experiences“explores building an emotional connection with your customers to not only retain them, but have them become customer advocates, recommending and staying loyal to the organization. Read more »

The fun and unique Zappos office environment

Discover how customer phenom Zappos.com grew their gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer service.

Rob Siefker of the Zappos Customer Loyalty Team discusses the Zappos commitment to WOWing their customers through service, how they retain repeat customers, and what they do internally to inspire the Zappos culture & core values. Read more »

Watch the recorded version here

Those who manage people know that it is often challenging to provide ‘constructive criticism’ or feedback without causing their employees to become defensive. All too often human nature and an instinctive need to defend ourselves takes over, resulting in resentment or resistance to suggestions for change.

This webinar features Rich Gallagher - Author of What to Say to a Porcupine & How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations a Work – exploring a fresh new approach to coaching customer service professionals. An approach based on recent developments in the psychology of how we communicate with each other focusing on strength-based coaching versus deficit-based coaching. Read more »

iWin, leading online developer, publisher and distributor of casual games for the mass market, enabled on-demand customer service software to empower their players with self-service support, 24/7 from anywhere in the world; providing efficient and effective support through targeted knowledgebase articles and the use of video.

In the webinar David Schroeder, Director of Customer Care discussed:

• How to persuade users to try self-help options before contacting your support staff
• How to use video to increase support portal adoption rates and reduce operating costs
• How to make your support portal easy to understand through the use of video

How have you empowered your community? If you missed the webinar, the recorded version is available at http://www.parature.com/webinar.aspx?ID=09-0005. Continue the webinar discussion here.

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