Why successful customer service is about more than engagement - SiliconANGLEOne of the most ubiquitous developments in the customer service business over the past decade is the growth in the ...

3. Proactive vs. reactive Customer service is reactive, meaning it responds to the customer's needs after they have arisen. On the other hand, customer experience is proactive, meaning it ...

In a digital, hyper-connected, and knowledge-sharing economy, customer service's definition of success is changing, and Key Performance Indicators (KPIs) are following suit. According to a recent ...

Customer service doesn't exist in a vacuum and a customers' history of ALL interactions – marketing, sales, service, customer success – needs to be considered in ALL customer touchpoints ...

According to McKinsey & Co., more than half of customer interactions (56%) are part of a multi-channel, multi-event buying journey. This shows that the customer journey is not as straightforward ...

Whatever the outcome of your customer service call, it's a good idea to leave a review. You can highlight poor customer service, and a negative review will often stir companies into further action.

Measuring success. Key metrics like customer retention rate, customer lifetime value, and Net Promoter Score gauge retention effectiveness.

But perhaps the best measure of a successful Customer Service Week isn’t that it incorporates all of those celebratory elements, but rather, that it blends in with the other 51 weeks of the year.

She provided a good reminder — amid the talk of repair orders and revenue — that a successful fixed ops department starts with stellar customer service.

Contacting customer service probably isn't your idea of a good time, but it can be helpful. Even if you're frustrated, the best approach with customer service is to be calm, friendly and factual ...

State of Service Report 2022: Amid shifting and pervasive challenges, service organizations' North Star remains the same: an unwavering focus on customer success.