With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on the right metrics to accurately gauge their work. Remember, this team isn’t just an extension of customer support, so common metrics like average ticket close time will fail at accurately representing their contribution to your company.
Online marketplaces offer a wealth of solutions for companies of all shapes and sizes looking to improve the quality, speed, and efficacy of their customer service and support experiences. But while marketplaces are an incredible resource with nearly limitless possibilities, they can be overwhelming, intimidating, and confusing if you don’t know what you’re looking for.
Some customers just want to be left alone. For them, never having to talk to the company or have any form of interaction with them, is the best possible experience. Forcing these customers to engage, is the very opposite of providing a good experience. Yet, companies have to keep working towards increasing customer engagement. So how do customer experience and customer engagement fit together? Are they the same thing? Turns out, they aren’t – but they do work together in perfect harmony.
If you are wondering if you can host your OneDesk customer portal, or other customer app, on your own domain, the answer is YES. Here’s how it is done.
Great companies have always cared about their customers. When a customer pays for a service or offering, it’s up to the company to make sure what they paid for meets their needs. In the past, this may have meant a follow-up call or two, and then the company moved on. However, as the B2B customer experience evolved, a single phone call is no longer good enough. Now, companies have entire “customer success” teams that focus solely on ensuring the customer is happy and remains that way.
As a support professional, writing is core to the job. For many organizations, it’s the only way we communicate and connect with our users on a 1-on-1 basis.
A recent update to OneDesk added a much-requested feature: Recurring Tasks Does your team have a standard meeting every Monday at 10AM? Now you can create this task or any other recurring task with just a few clicks. Here’s how it works.
With its unique ability to connect people experiencing the ins and outs of a product every day, an engaged user community is becoming essential when scaling support. This was the case at InVision, a digital product design platform allowing businesses like Adobe, Uber, and Evernote to collaborate more easily on product development.
For millions of Birchbox customers, there’s nothing quite like that moment when they crack open their personalized package of beauty products. And whether members are discovering the perfect color lipstick, lathering up great-smelling shaving cream, or calling customer support to resolve a billing issue, we want every interaction to be as personal and satisfying as opening that box each month.
The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are a dime a dozen. A B2C company isn’t focused on their current customers nearly as much as acquiring new ones. Their own customers know this, and thus the expectations for many B2C products are so low that companies in this industry rarely emphasize the priorities of their customers.
