Time to Update Your Customer Service Strategy?

Once upon a time, a customer service representative was a specific role in a company, behind a desk or answering a phone. Now every interaction your employees have with customers (potential, current, and former) is an opportunity to make an impression on behalf of your company. Every touchpoint with every customer makes a difference, and...

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Things to consider when shopping for an assessment.

Do you seek third-party guidance before investing in a major item? How do you balance your personal preferences with product reviews? Do you tend to seek out unbiased advice from outside resources such as Kelley Blue Book or Consumer Reports, or do you prefer to go it alone? A primary reason for reaching beyond our...

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Why Live Chat is Key to a Winning Customer Experience in 2021

PART 2. If you have traveled in the last year, chances are you had to make adjustments to your itinerary. When abroad in 2020 for the birth of our grandchild, my husband and I found ourselves relying on the chat feature of our credit card’s travel department. Chat was available 24/7, did not require us...

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