Every support organization is judged on how well it provides service to its customers. But facilitating a positive customer experience is equally vital, not only for the organization but also for the analysts handling incidents and issues.
Date Published - Last Updated February 25, 2016
If we don’t carefully design and provide compelling community experiences, our customers will inevitably try to create them anyway, without our intervention and with unpredictable results. Thankfully, we have an opportunity today to be proactive and create the best possible customer...
Date Published - Last Updated February 26, 2016
The vast majority of customer care involves limiting the interruptions that send customers to your service desk in the first place. Proactive IT enables the organization to avoid detours, prevent incidents, and address or fix problems before they impact the customer.
Date Published - Last Updated February 26, 2016
Many support organizations aspire to implement good self-service solutions; not all succeed. Here are a few tips to help you impress your users and your stakeholders.
Date Published - Last Updated February 25, 2016
In this article, we’ll explore the customer service and communication skills (also known as soft skills) that enable customer support professionals to deliver consistent, high-quality service and support to customers. We’ll also discuss how these skills fit into three overall groups:...
Date Published - Last Updated February 25, 2016
Personalized support for VIPs can be expensive, but the value tends to outweigh the costs.
Date Published - Last Updated May 11, 2016
The number of people taking to social networks is staggering, impacting everything from news reporting to political campaigns to Tupperware parties. As usage explodes, the focus has rapidly shifted from adoption to the way businesses can leverage all the activity to their benefit. They’re not...
Date Published - Last Updated April 30, 2015