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Beyond Philosophy
JUNE 23, 2015
A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Many online retail sites have engaged in sweepstakes and other customer generation programs.
Talkdesk
SEPTEMBER 2, 2015
Zetterberg is the author of a book called “ Feedback Automation ,” which provides companies with guidance on how to respond to customers empathetically and effectively. Tech news site Re/Code reported extensively on this phenomenon in its Instant Gratification Series. This is achieved by measuring different interactions via surveys.
Tricia Morris
JUNE 19, 2015
Make sure your self-service site includes one or more assisted service options such as support ticketing, a customer service email address, a support number and/or live chat. According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%.
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