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October 12, 2010

How to 'Take Their Breath Away' with Customer Support Software

By Stefania Viscusi, Assignment Desk Editor

For businesses looking to succeed during challenging economic times, customers- and their satisfaction - plays an even more critical role.  

In addition to developing a quality customer base, companies must also go above and beyond standard models of service to maintain customer relationships.

Unique, new ways to make the customer experience shine above others is vital. These “take your breathe away” experiences can ensure success even during challenging economic times.

During a recent Parature (News - Alert) sponsored webinar, “Take Their Breath Away: How Imaginative Service Creates Devoted Customers and Bottom-Line Impact,” Chip Bell, founder of the The Chip Bell Group, discussed cutting-edge techniques and offered ideas for either reinventing or reigniting the service experience being delivered to customers.

Parature provides on-demand software for customer service and support. The company’s solutions help organizations to reduce the cost of supporting their customers, have a 360 view of customer issues, improve loyalty and generate more revenues.

During the webinar, Chip also highlighted how company’s like Cabela’s, Netflix, Build-A-Bear, Enterprise Rent-A-Car, Progressive Insurance and FedEx have created or reinvented the way they manage the customer experience in their industries.

Commenting on the importance of customer wait times, Chip said most people have responded the wait time in a doctor’s office turns unmanageable once 15 min. passes.

This wait, and any negative impact it can have on customers should be a focus to help keep customers.

“If you knew that, wouldn’t you manage the wait times in a way so that experiences never turn dark?” Chip said.

The same question however, Chip noted, may have a different response as to when customers will be frustrated with waiting in line for a ride like Space Mountain at Disney (News - Alert) World.

“Disney,” Chip said, “makes sure that you’re entertained while you wait.”

And even though Space Mountain may be one of the longest waits, Disney puts Goofy out with the crowd at the peak times since they found the character relates most to the adults who are probably the ones standing in line.

The point? Chip noted, is that they made a difference because they “thought about it.”

Gary McNiel vice president of marketing at Parature also joined the Webinar and hosted an interactive Q&A session with Chip at the end of the presentation.

For more, check out the archived webinar HERE.

Stefania Viscusi is an assignment editor for TMCnet, covering voice and Voice over IP technologies. She also oversees production of TMCnet's e-Newsletters in the areas of Internet telephony and speech technology. To read more of Stefania's articles, please visit her columnist page.

Edited by Stefania Viscusi

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