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What makes Proactive Customer Service so important? [Infographic]

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Customer service has gone from a siloed function to being an integral part of the customer's overall experience. Today, quick and quality service is something most customers expect. They want your organization to be able to expedite issues, resolve them instantly and also make sure they never occur again.


Where Should You Greet a Service Customer?

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The service advisor should greet the customer with a smile, welcome the customer by name, and be genuinely engaging with every customer they meet. The service department is an extremely fast-moving machine. It can seem overwhelming, especially to first-time customers. Multiple lanes of cars in motion, hoods open, engines starting, and tires turned to the side is a barrage to the senses at first. At some dealerships, the practice is to let the customers exit their cars at their own pace and approach the service advisor.


10 Customer Service And Customer Experience (CX) Trends For 2017

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Amazon.com Inc. unveiled technology that will let shoppers grab groceries without having to scan and pay for them -- in one stroke eliminating the checkout line. Each year, new data comes out that indicates customer service and the customer experience (CX) are more important than ever. According to Forrester, 72 percent of businesses say that improving the customer experience is their top priority. A study from NewVoiceMedia indicates that companies lose more than $62 billion due to poor customer service. No company can afford to be a customer service laggard.


Wise.io Named a Gartner Cool Vendor in CRM Customer Service and Suppor

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Wise.io, the leading provider of machine learning applications to help enterprises provide better customer experience, today announced its selection as a "Cool Vendor." This prestigious designation by Gartner, Inc., the global independent information technology research and advisory company, appeared in its recently issued report entitled "Cool Vendors in CRM Customer Service and Support, 2016." The report provides customer service business buyers a view of five innovative vendors with applications to deliver a superior customer service experience and/or reduce operational costs. A key finding from the report notes that "organizations seek innovations to enhance the traditional tools used in customer service functions." One recommendation to those organizations is to evaluate "machine-learning technologies" that can work seamlessly within an existing omnichannel digital contact center to automate responses to customer inquiries and bring this ever growing volume of interactions under control.


More Than Half Of APAC Consumers Feel Like Customer Service Is An Afterthought Zendesk Research

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Zendesk's landmark annual research has highlighted the potential for businesses to drive business success with a focus on customer experiences but has also uncovered a gap between consumer expectations and company actions when it comes to customer service. The global Zendesk Customer Experience (CX) Trends Report 2022 reveals that 68% of Asia Pacific (APAC) consumers feel as though customer service is an afterthought for businesses – despite 80% reporting that the quality of customer service they receive impacts their purchase decisions. The need to close the gap between these expectations and CX delivered has never been more urgent – especially as more customers are vocal about their increased expectations, and 71% of those in APAC say they would switch to a competitor after one bad customer service experience. The opportunity cost for many is nothing short of revenue loss and missed opportunities for growth. "Businesses cannot afford to take a transactional approach to their relationships with their customers. Customer service is now a key differentiator, but this year's report reveals some gaps exist between expectation and delivery," said Adrian McDermott, Chief Technology Officer, Zendesk.