Tag Archives: customer support

search bar represents one of the best knowledge sharing features

7 Features Of The Best Knowledge Sharing Solutions

Gone are the days of cluttered email inboxes, sifting through thousands files to find that one document you need, wasting hours of each work week searching for information, and desperately tracking down information as people leave the company. More and more organizations are turning to knowledge sharing solutions to promote collaboration and productivity in the […]

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 […]

hands in the middle of a table cheering about building a customer success team

3 Ways To Hire Team Players For Your Customer Success Team

As a child, teamwork has a profound effect on your development as a person: your ability to collaborate, your skill set, your hobbies and extracurricular activities, your social skills in and outside of the classroom, and ultimately the way you view the world. As a customer success team, teamwork shapes confident, well-rounded employees. With excellent […]

knowledge-centered support

Eight Steps to Reaching Knowledge-Centered Support Nirvana: Pt. 2

In Part One of this post, we began a discussion surrounding the eight steps to achieving knowledge-centered support, beginning with the four steps of the solve loop: Capture knowledge. Structure knowledge. Reuse knowledge. Improve knowledge. But the work doesn’t stop there. Do you think you can reach nirvana by laying down your yoga mat, lighting […]

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 […]

customer satisfaction survey shows value of applying customer retention tips

Customer Retention Tips to Remember the Sales Process

Congratulations, you closed a sale! It’s only natural to want to celebrate, and we’re all for it. Ring a bell, throw some confetti, and pop a few bottles of champagne. But when the party dies down, make no mistake; the work has just begun. You’ve landed a sale, but now you’ve got to keep it. […]

tracking customer service metrics with online survey

3 Customer Service Metrics You Should Be Tracking

In today’s world, customers have the most up-to-date news and information right at their fingertips. If they want to know who was voted off Dancing With the Stars last night, or which leafy green is now trendy (chard is the new kale), they can, and instantly. So why should your paying customers expect any less from […]

Customer Retention Fueled By Employee Engagement

Customer Retention Fueled By Employee Engagement

Customer support is no doubt a tough job: your support team sits on the front line and is often the first to hear customer complaints. Don’t ignore this critical role when reviewing your customer retention strategy. Do happy customer success reps make happy customers or do happy customers make happy customer success reps? It seems […]

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 […]

A [Bloom]Fireside Chat with TicketForce’s Ami Johnson

  This week, Bloomfire VP of Marketing, Mark Hammer, sat down with Ami Johnson from TicketForce to discuss how TicketForce is using Bloomfire and their approach to knowledge management and client communications. Here is an excerpt from that conversation – you can watch the entire recorded webinar here.   How do you use Bloomfire at […]

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 […]

Roundup: Proactive Customer Support, Strategies for Employee Engagement, and More

We’re happy to share some of the most interesting articles we’ve come across about social business, the future of work, and customer experience. We hope you’ll find them interesting and valuable. Marketing from the Customer’s Perspective Today’s customer values relevant, targeted, and personal interaction with their favorite brands. In this Forbes article, Loren McDonald discusses […]

customer support funnel

Why A Streamlined Customer Support Funnel Is Important

How many times have you been using a piece of software and needed help, but weren’t sure how to get it? Unfortunately, this seems to be a common issue. Should you send an email, and if so, to who? Tweet? Facebook message? Phone call? Most of the time, it doesn’t really matter to you as […]

Roundup: Managing Different Personalities, Delivering Multichannel Customer Support, and more

We’re happy to share some of the most interesting articles we’ve come across about social business, the future of work, and customer experience that we hope you’ll find interesting and valuable. How to Manage Different Personalities in the Office According to Molly Owens, the best managers understand what motivates their team members and makes them […]

colorful speech bubbles representing social customer care

Keeping Social Customer Care Real

To maintain a social customer care program, companies must manage and make sense of a sea of information that ebbs and flows by the minute. This includes assessing the volume, validity, and severity of complaints that span multiple social networks. Legal and compliance issues can delay responses. Marketing and sales can muddy the waters by […]

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 […]

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… […]

Meet Shep Hyken, Customer Service and Experience Expert

Shep Hyken is the Chief Amazement Officer at Shepard Presentations. As a customer service and experience expert and professional speaker. He’s written five books, Moments of Magic, The Loyal Customer, The Cult of the Customer, The Amazement Revolution and, most recently, Amaze Every Customer Every Time. How did you get into the customer service field? After […]

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 […]

Advanced Reporting

Deep Dive: Bloomfire Advanced Reporting

Ever wished you could dive deeper into your enterprise collaboration data? You’re not alone. That’s why Bloomfire recently introduced Advanced Reporting, raising the bar on enterprise collaboration analytics. Bloomfire Advanced Reporting provides a detailed set of engagement reports that complement its existing analytics dashboard. In turn, these reports will help show the true engagement of […]

Bloomfire Transcends Borders, Connects People and Information for CISabroad International Studies Program

CISabroad is an international education organization in Northampton, MA that offers study abroad programs, international internships, and summer study programs for college students in over 40 countries around the world. The Challenge With employees, education partners and students spread across 40 countries, CISabroad needed a way to share knowledge with remote contacts.  The company’s dedicated […]

Bloomfire Empowers Tealium Customers and Partners with Socially-Enabled Q&A Engine

Tealium is the leader in enterprise tag management and digital data distribution. Our market-leading solutions help marketers streamline their digital marketing operations, power their big data initiatives, and maximize revenue through real-time marketing optimization. The Challenge Online tag management and efficient digital marketing helps companies generate millions of dollars in qualified leads and awareness. However, […]