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.
Customer-centric businesses have invested substantially in self-service technologies and content to deliver great customer experiences. Chatbots, virtual agents, community forums, multi-channel service options, and knowledge bases powered by machine learning…
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.…
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…
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…
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…
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…
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…
Research from Bain & Co. has proven that customers are 4 times more likely to leave and turn to your competition if they don’t get the customer service they expect.…
Next week, 1,000 technology industry service & support leaders will gather at the TSW Best Practices conference in Silicon Valley to share ideas and explore the key role that service…
“It has revolutionized my life,” said one 3i investment manager. “We’ve been waiting for this for five years,“ said another. A senior manager called it “phenomenal.” “Coveo has become an…
