Tag Archives: customer service

customer service expectations

The Changing Expectations Of Technology In Customer Support

Technology is moving fast, and rapid developments in innovation are playing an essential part in customer service expectations. Today, customers have a low tolerance for slow answers and anything less than outstanding service. Their expectations far exceed anything they would have wanted a decade ago, and businesses have to keep up. Customers want a quick […]

Woman reaching knowledge centered service nirvana

8 Steps to Reaching Knowledge Centered Support Nirvana: Part 1

Raise your hand if you’ve ever been the unfortunate victim of an uninformed customer support specialist. You call or email support, and the so-called expert doesn’t have a clue as to how to answer your question, and doesn’t express any interest in finding out, either. Everyone? That’s what we thought. A solution exists to ensure […]

Happy customer support specialist providing excellent customer service.

Tackling 3 Common Customer Service Challenges

Once upon a time, 9 to 5 call centers, with 15 minute holds and bored employees lounging at their desks, was considered acceptable customer service. These days, that just doesn’t cut it. Customer service is much more seamless, efficient, and tailored to the individual. There’s no doubt, with the help of technology, customer experience will […]

Man using a tablet to provide customer support via social media

How Social Media Has Forever Changed Customer Service

Social media has revolutionized your personal life in ways you could never have imagined; with a quick scroll, you can identify which of your friends and family possess questionable political beliefs (okay, Aunt Betsy, we get it), who has gotten engaged, which orphaned puppy/adorable zoo animal duo is trending, etc. But in recent years, social […]

Portrait of a confused woman searching an FAQ page

How to Create a FAQ Page that Will Win Over Customers and Prospects

We all know that we would do anything within our power short of sacrificing our first born if it means avoiding a long, irritating phone call. Visiting the Frequently Asked Questions (FAQ) page is often customers and prospects’ first move when they encounter a problem and want to resolve it independently, or have a question […]

Barista providing excellent customer service demonstrating how to improve the customer experience

How to Improve the Customer Experience with Knowledge Management

There’s a reason many of us drag ourselves to Starbucks every morning and pay over five dollars for an average cup of coffee. We’re not just paying for the beverage; we’re paying for the experience. In that same vein, your company’s customers have high standards for their customer experience. As technology continues to advance, shaping […]

Infographic Spotlight: Knowledge Management For Customer Service

Customers can be difficult to wrangle — and it’s important to provide them with the very best service whether it’s in person, on the phone, or online. Companies with strong knowledge management systems can rustle up an amazing experience that will keep clients coming back for more. A recent infographic from Bloomfire focuses on knowledge management […]

The Importance of Consistency in Customer Support

Recently, my work laptop was running slow and the track pad broke. I handed it off to our business manager so she could take it to the store for repairs. Her experience at the store was a trying one in which she had to overcome two obstacles that she found frustrating. The first customer service […]

Maintain Consistent Customer Support — Even During City Disruptions

There’s nothing like 230,000 spectators from all over the world descending on Austin to disrupt business. With only 10 days to recover from the city’s most recent event, the Austin City Limits Music Festival, hopefully companies are prepared for the onslaught of the Formula 1 race October 23-25. These large events are particularly difficult for […]

Who Will Fill Your Social Customer Care Gap?

I read an article last week about how video startup, Beme hired one of their teenage twitter followers after discovering he was providing unsanctioned customer support on his own through the social network. As more consumers are looking online to resolve customer service issues, companies are increasing their investment in social media. Adopting a social […]

improve customer service

Using Knowledge Management To Improve Customer Service

One of the most common uses of a knowledge sharing platform like Bloomfire is to improve customer service by making answers and information easily accessible. Check out these Bloomfire posts to learn more. Help Your Customers Help Themselves 94 percent of customers respond well to low-effort experiences to resolve their issues. Presenting customers with a […]

Why Good Customer Service is Essential

Customers have high standards. They always have. They’re not just paying you for a product or service; they’re paying you for a positive experience. Technology has changed the way that people shop and interact with brands, but at the end of the day, customers still want — scratch that, expect — great service. And if […]

Coffee, Customer Service, & Corporate Transparency

I like coffee. I don’t mean that when coffee’s around, I’ll drink it. I used to drink regular American coffee. Black. And some days I’d have four or five cups. Then I started dating my German wife and found cappuccino. Coffee became somewhat of an obsession – finding good espresso with the just right flavors […]

customer service and self-service channels on wood blocks

Driving Customer Success with Self-Service Channels (Infographic)

When working in customer success, it may sometimes feel like your customers are difficult to wrangle, especially when they’re reaching out to you across multiple channels. Fortunately, self-service channels, such as online knowledge bases, can help lighten your load and deliver an experience your customers love. We’re excited to share our brand new infographic on […]

Meet Augie Ray, Customer Experience and Social Media Expert

Augie Ray is a director on the Voice of Customer team at a Fortune 100 financial services firm. He has had a number of different roles in his career encompassing a combination of customer experience, digital and social strategy, and customer care.  How did you get into your current role? I was managing a customer service […]

The Problem with Traditional Customer Service

With so many people and companies active on social media, it’s no surprise that customers expect service there. Customers often take to social media out of frustration with phone support. They’re fed up with long wait times, dropped calls, and representatives who don’t understand or don’t care about their problems. And they especially hate having […]

Social Customer Care eBook

Think about the last time something really aggravated you, whether it was a slow Internet connection, long store lines, or a rude cashier. Did you vow to go home and call an 800 number, punch through a bunch of option keys, and wait to talk to a customer service rep? Or did you take out […]

customer experience

Questions To Ask When Using Customer Experience As A Key Differentiator

In a poll of enterprise contact centers by Deloitte, 82 percent of businesses view their customer experience as a competitive differentiator. And by 2020, customer experience will overtake price and product as the key brand differentiator according to the Customers 2020 Report. So what does this mean for your business? If you’re not already keying […]

Meet Paul Taylor, Innovation Coach at Bromford Lab

Paul Taylor is an Innovation Coach at Bromford Lab, the creative network of Bromford, a social enterprise based in the UK. Bromford is a non-profit that looks to tackle big social issues like poverty, unemployment, and health.  How did you get into the customer service field? My big breakthrough into customer service came in about 2000 when […]

Are We in the Era of Impatience?

Watching Willie Wonka and the Chocolate Factory the other day it suddenly hit me… I’m turning into Veruca Salt! You remember Veruca – the spoiled one who wanted everything, immediately?! Well turns out, I want answers… I want them now. I don’t want to wait for the morning to figure out how to do something… […]

woman with headset demonstrating good customer service skills

The Four Traits of Successful Customer-Facing Employees

I worked full time at the Apple Store while I was in graduate school, and it taught me a lot about delivering amazing customer experiences. But it also taught me how to identify those who work best in front of the customer. Someone with excellent customer service skills can build long-term relationships with customers or […]

how to achieve customer satisfaction

Three Pillars To Achieving Amazing Customer Service

Customers expect and deserve amazing customer service. Working with a large portfolio of customers on a daily basis means that at any given time, there may be critical issues that affect them. It’s for this reason that it’s not only important, but essential for customer service teams to bring their A game. With the popularity […]

customer support rep with headset thinking about customer experience trends

Are These Five Customer Experience Trends On Your Radar?

Today’s customers are more informed, more connected, and have higher expectations than ever before. And companies that excel at customer experience trends and service are reaping the rewards. In fact, a stock portfolio of Forrester’s Customer Experience Index leaders had a 43 percent cumulative gain in performance vs a 14.5 percent gain by the S&P 500. […]

Why You Need a Social Customer Care Program

Today, the best-in-class customer service companies are providing care where their customers prefer to interact. This goes beyond the phone to live chat, email, and of course, to social media as well. Many of our customers use Bloomfire for customer service and support – they need a place where they can seed content that their […]

Video: Bloomfire Helps SpareFoot Customer Support Team Scale, Save a Quarter Million Dollars Annually

See how the SpareFoot customer experience team saved thousands of hours with Bloomfire and realized a full return on their investment within one month. Bloomfire Helps Sparefoot Customer Support Team Scale, Save a Quarter Million Dollars Annually

Sales Enablement is More Than Just Your Sales Team

Sales enablement is the process of arming an organization’s sales force with access to the insight, experts, & information that will ultimately increase revenue. If not done properly, poor sales enablement can lead to significant financial and time costs. A crucial part of sales enablement is Marketing taking a proactive role in facilitating the buying […]