Consumers today expect to engage with brands just as easily online and on their mobile devices as they do on the phone or in person (if not more so). Microsoft’s 2016 State of Global Customer Service……Read more
Think about the growth of the mobile device market. Smartphone purchases have already surpassed PC purchases, but by 2017, 87% of the worldwide smart connected device market will be tablets and smartphone……Read more
As time and technology advance, customer service delivery – with the continuing emergence and convergence of service channels – is becoming increasingly complex. Yet, from the customers’……Read more
“The trouble with the future is that is usually arrives before we’re ready for it.” ~ Arnold H. Glasow Customer expectations are changing and growing just as rapidly as the channels and……Read more
As product and service availability, as well as price, begin to fade as competitive differentiators, customer service and engagement have quickly risen to take their place. Early customer-centric leaders……Read more
When it comes to service and support, customers don’t long for conversation. They want answers, fast. According to Parature’s 2014 State of Multichannel Customer Service Survey , customers……Read more
If sales, marketing and customer service were siblings, sales would typically be perceived as the outgoing one; marketing as the favorite that gets the biggest allowance, and customer service as the child……Read more
NOTE: The following is a guest post by Parature, from Microsoft Technical Specialist, Geoff Innis. Geoff came to Microsoft with the acquisition of Multimap in 2007, and enjoys helping organizations optimize……Read more
While there were more than 100, perhaps more than 1000, top takeaways from the recent 2014 CRM Evolution conference (and adjoining Customer Service Experience conference), here are 10 terrific customer……Read more
In an age where globalization and online access have practically erased price, product characteristics and availability as competitive differentiators, it’s customer service that now stands out as……Read more
A new 2014 State of Multichannel Customer Service Survey commissioned by Parature, from Microsoft shows that old customer service channels certainly aren’t going away, but new ones like social are……Read more
Consumer expectations for 24/7 service and support are growing. Many brands cannot tell their customers that service and support is only available from 9am through 5pm on weekdays, because for many brands……Read more