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Does your CEO fully support the investment in customer service? It's a complex question as every company leader may claim the customer is important, but whether or not they support the concept is practice is seen in the dollars spent. If the cloud contact center is nothing more than two people and a phone, one may not buy that the customer experience is important to company leadership.
In the world of customer service, the customer is king. We've all seen different iterations of that statement, but it all boils down to one succinct truth: Without customers, you're out of business.
It's no secret that customer experiences are one of the most important competitive differentiators for businesses across a wide range of industries, and providing positive experiences depends primarily on customer service initiatives. In turn, many entrepreneurs have set their sights on starting their own call center operation that provides a level of service a cut above the rest.
What is your process for handling poor customer reviews? Do you take them down off your site? Do you argue with the individual who posted something negative? Do you leave comments off completely so no one can actually post anything at all - positive or negative? This is a challenge if you're in an industry where third-party sites are more famous for capturing the true customer experience.
Waitrose is already regarded as the Nation's Favorite Food Retailer in the U.K., but the company still feels the need to improve relationships with its customers and upgrade its services. It did so recently by bringing in the Apigee Edge API management software to help drive its next generation of digital operations.
It's interesting in our mobile, SMS text messaging world that businesses want to use the channels we use to communicate - but they only want it one way. They want to set the automated message, but don't you dare try and use the same channel to communicate back. It works if you don't have any questions, but is it really sending the right message?
Sponsored By: Fonality
WEBINAR: Business phone systems in the cloud for remote offices and workers:
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Wednesday July 22, 2015 TIME: 2:00pm ET / 11:00am PT
In this webinar, you will learn:
- Connecting and managing remote offices to extend existing teams
- Recruiting, hiring, and retaining remote employees
- Using mobility technologies for work/life balance and productivity
- How unified communications in the cloud works
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