4 Features You Need to Power an Intelligent Workplace
How’s work-from-home working out for you? If it has been a breeze, you’re one of the few blessed ones. The digital workplace has been around for more than a decade.…
About Mabel Ng
Mabel Ng is a freelance B2B content strategist and writer. She has over 10 years of experience spanning marketing, hiring, and corporate communications roles in the enterprise technology and healthcare industries.
Data-Driven Self-Service Best Practices at Dreamforce ‘16
Doing customer self-service right has many benefits – happier customers, higher case deflection and self-service success, and more scalable customer service operations. But not every company with a self-service program is…
Video Case Study: How WatchGuard Increased Case Deflection from 3% to 11% in 4 Months
97% of customer support leaders are planning to invest in improving their customers’ self-service experiences within the next two years. While there are many approaches to take, few offer immediate…
Effortless Customer Support and Case Deflection – Brocade Shares How to Do It All
Delivering effortless customer support experiences means giving both your customers and support engineers easy access to the right information at the right time. Recently, Matt Duster, Director of Global Support…
Why Companies Have Difficulty Delivering Great Online Self-Service
Customers prefer online self-service but the numbers for self-service success and deflection are dropping, shared Judith Platz, VP Research, Customer Success and Support Services, TSIA, during a webinar about overcoming…
Want to provide customers with fast and relevant answers? Start by thinking like a customer.
Customer experience has overtaken price and product as the key brand differentiator. This means that the first criteria your customers use to make decisions about you versus your competitors is…