by Dr. Natalie | Feb 6, 2014 | Customer Experience, Customer Service
Community-Based Support Compliments the Contact Center Community-based, social support doesn’t have to exist in a bubble—it’s a great way to complement and complete agent-based support strategies. Let’s say, for example, that your software product is acting a little...
by Dr. Natalie | Jan 23, 2014 | Customer Experience, Customer Service
This post is part of the Deep Thoughts at Dreamforce Series of candid interviews with customer experience thought leaders. You can view the other videos in the series here. “Strategy that involves common sense is nearly impossible for large companies to do,”...
by Dr. Natalie | Jan 18, 2014 | Customer Experience, Customer Service
Reduce One-Off Requests Your support agents are knowledgeable about every aspect of your business. They have extensive knowledge about your product, your processes, and policies. So it’s an ironic twist of fate that (especially as your business scales) they spend most...
by Dr. Natalie | Jan 11, 2014 | Customer Experience, Customer Service
We love our customer support agents. Friendly, helpful, and patient by nature, these folks spend more time talking to your customers than anyone else in your company. They truly understand the pain points of your business, and they’re the ones putting in long hours to...
by Dr. Natalie | Apr 12, 2013 | Dr. Natalie's Blog
Socially Responsible F-commerce As the awareness around sustainability and social responsibility increases, brands are doing more and more to donate to charities and do more for their communities as part of their day-to-day strategies and operations. What is social...