Category Archives: Customer Support

Friends Made in Heaven: Self-Serve and Ticket-Based Customer Service Programs can Co-Exist Together

I have some news for you, but don’t take it personally. According to a recent Forrester survey, 72% of all customers would rather use self-serve customer support content than reach you via phone, email or social media.

Whoa there! Before you run off and start cutting heads, take a deep breath. Does this really mean you can replace all (or most) of your customer support with an excellent self-help content library? Continue reading

Do People Actually Like Chatbots in Your Support Forum?

This question kicked off a healthy round of debate at last week. If you’re thinking of deploying a chatbot in the near future, then you’ll want to listen up for the answer.

For some, a chatbot is little more than a textual version of those painful phone trees we climb when calling the cable company. For others, chatbots are the vanguard of artificial intelligence—the promising sign of a future in which we only talk to robots. Continue reading

Customers pay more for products with better support experiences. Here’s how to offer them.

Every business knows that consumers are price sensitive. But in a world where prices are already so low that margins are practically nonexistent, it’s more common to see companies that compete on price go out of business than capture market share. In such a cut-throat environment, differentiation can seem tough. I assure you, however; it’s not impossible. Continue reading

How an Engaged Customer Community Can Help You Communicate Big Changes

Recently, one of our customers made a difficult change to their business model. Despite being strategically sound, the transition drew criticism from both customers and industry observers, whose comments made their way into industry blogs and news sites.

Sounds like a bad situation. It could have been, but this company had built a strong community of engaged customers through its forums, blog and social media. Continue reading