Is a well-defined knowledge base valuable for delivering exceptional service? No matter the business, the answer is a resounding “yes.” In a recent survey, 91 percent of customers would use an online knowledge base if it were available and tailored to their needs, and in another published report, respondents preferred knowledge bases over all other Read more
Omnichannel has become a dominant force in how companies meet customer expectations, and for good reason. Ninety-eight percent of Americans switch between devices on the same day, using multiple channels—voice, social, chat, email, and SMS. Omnichannel engagement allows customers to reach out on nearly any device, on their preferred channel while managing all engagement channels Read more
COVID-19 has driven many organizations and individuals to transform how they live and work. Our professional and personal lives have been challenged with remote work and limited in-person interactions as the new standard. As a whole, organizations and their staff understand the value of flattening the curve by each of us doing our part to Read more
Starting today, service teams can connect with customers using Facebook Messenger, the latest digital channel for Microsoft Dynamics 365 Customer Service. This new channel is included with our digital messaging offer, further extending our omnichannel capabilities within Dynamics 365 Customer Service. The similarity of Facebook Messenger to live chat, an already popular channel for customer Read more
Customer service is frequently cited as a key brand differentiator. It’s no wonder that 90 percent of more than 5,000 respondents in the Global State of Customer Service report agreed that customer service is important to their choice of and loyalty to a brand. Why? Because positive customer experiences create an emotional attachment to a Read more
Customer Service Week is this week, October 7-11, and it certainly feels like an opportune moment to reflect on how much has changed in the customer service space over the past year. For those of you who understand what goes on behind the veil of customer service, you know how it feels to get in Read more
As I’ve been preparing to take off for Customer Contact Week (CCW) in Las Vegas, NV, this week, I’ve also been ruminating on what it means to lead a truly customer-centric service organization. As I see it, customer service managers need to remember that customer-centricity is about designing an experience tailored to the customer as an individual—not as a case number. In the nonstop flow of Read more
Taking place in New Orleans April 4-6, Microsoft Envision is debuting as THE business conference go-to. Microsoft Envision joins Microsoft Ignite (for technologists), Microsoft Build (for developers),… Read more
It’s time— Register now for Microsoft Ignite and mark your calendar for September 26–30. Be there when top industry leaders talk about what’s next, get direct access to the people… Read more
You’re collecting a bunch of user data, but your staff doesn’t know how to use it to make a plan for growth. Or worse, you’re not even gathering data because the prospect seems too daunting… Read more
Microsoft Ignite is all about getting knowledge direct from the source—everything from industry leaders talking about what’s next, to in-person Q&As with the people who built the tools… Read more
(Please visit the site to view this video) In this world of infinite intelligence, devices and apps, it is critical to know how to transform information into action. Join us as industry leaders share… Read more