Customer support through Internet social channels is certainly not something new. It has been around for more than a few years now, with bulletin boards, forums and other open discussion sites being the original set of channels companies used. What has changed is the role of the people monitoring those discussions on behalf of companies. The […]
It is quite common to “throw out there” idealisms on how much customers matter to us, it’s quite easy to say and even advertise the idea of how important our customers are, how customers come first, how customer service oriented we are. But just how true is that? Is this a reality all throughout the […]
A recent survey by InContact of more than 2,000 people, to see how they felt about proactive support, produced the following findings: 87% of the customers they surveyed said they want to be contacted proactively by a company; and Nearly three quarters (73%) of those who had a pleasant surprise or positive experience with a […]
A recent article published by Moneywatch (Nov. 2013, Michael Hess, author) revealed a number of interesting findings about what customers are looking for in customer service. Some of those only confirm how important customer service is, for companies in industries across the board, and the fact that most customers would not say companies “exceed their […]
A question we get a lot is: “What is the difference between support for cloud products vs. traditional software products?” This question always amazes us, because at Infolink, as product support specialists, we believe the difference is vast. Customer Experience is Key to the Saas/Cloud Business Model To explain the difference between support for on-premise […]
