Category Archives: Customer Support

Calming the Beast : How to Serve Customers Who Can’t Serve Themselves

As I’ve shared in other posts, self-service platforms are the future of online customer service. Not only do customers expect this, but they actually prefer systems that help them solve their own problems… as long as they’re done right.

So what happens when, at least in the customer’s eyes, self-service isn’t done right? How does a customer feel after spending two hours combing through your knowledge base and coming up with nothing? Angry? Frustrated? Ready to punch the screen? How would you feel? Continue reading

6 Easy Ways to Learn What Your Customers Really Think

When a young child learns to play piano, constructive feedback is a critical part of the process. To improve his or her performance, they need to know whether they’re doing things the right way.

The same goes for business. If you want to succeed, you need to know whether you’re doing the right things, the right way. Who better to give that feedback than your customers? Continue reading

5 Keys to Crowdsource Your Innovation Process

I’m willing to bet that if I told you I had a way to predict the next big thing your customers want before your competition does, you’d sign a blank check for that ability. Because you know innovation is just that important. Whether it’s the next hottest video game, or a new snack item, companies stand to make – or lose – millions when trying to find their next innovative idea. Continue reading