The evolving digital ecosystem presents new choices to consumers on what services (and how) they would consume. We are also observing new and disruptive ways for service creation and delivery by service providers. Since connectivity and communication are the backbone for delivering any digital...
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Let’s imagine you’ve got a problem with your cable. Say, you’ve ordered HBO to catch the new Game of Thrones season, but you can’t see the channel. Who would you contact? And how would you contact them? Your options, these days, range from your cell phone to your Twitter account. What if it was a...
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Customer service teams are expected to provide service that is more personalized, smarter and faster than ever before to satisfy their modern customer. The challenge is in not only meeting these expectations, but continuously exceeding them.
In order to tackle the challenges, customer...
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There are enough stories of customer support failures out there to make you want to run and hide under a rock. That’s not what this article’s about, though - and it’s not what customer service is about. Companies that really understand exceptional customer service know that it’s more about...
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Customer experience management didn’t always go by that name, but people have always recognized the value of excellent customer experiences. One of the benefits: word-of-mouth advertising. But didn't you always wonder how a business got word-of-mouth advertising? Nobody seemed to have a real...
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Lauren Habig is a Marketing Manager at Desk.com responsible for community management and social media strategy. She has spent much of her career working for and with small businesses, helping them to utilize technology and customer service as a competitive advantage. A version of this post...
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Technology is driving much of the innovation in business today. As a result, the potential for IT departments to make a major impact is bigger than ever. Yet challenges abound. As businesses and their customers rely more and more heavily on technology to do their jobs, the pressure is mounting for...
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More and more organizations are providing customer service tools to encourage consumers to have greater interaction with their brand. In this article, we list 12 useful customer service technologies you can use to empower your customers.
Online communities, live chat, customer portals and mobile...
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According to comScore, 176 million people in the U.S. owned a smartphone as of November 2014. That’s over 50% of the entire U.S. population that carries a supercomputer in their pocket. Sales, customer service, marketing, and every other part of your business is being revolutionized by...
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![8 Things Your Customer Service Team Should Never Say To Customers [Infographic]](http://www.salesforce.com/content/dam/blogs/legacy/2015/01/6a00e54ee3905b883301b8d0c833d3970.jpg)
