Abandon email as a customer service channel at your peril

When it comes to customer service and the channels that businesses use to serve their customers, most of the talk in the marketplace is about self-service, smartphone apps, social media etc etc. All of which, I think, are really exciting and useful and these new channels are pushing the boundaries of how customers can get […]

It’s not about the channels in your support, it’s about the support in your channels – Interview with Girish Mathrubootham of Freshdesk

Today’s interview is with Girish Mathrubootham, who is founder and CEO of Freshdesk, an online customer support Saas software solution. Girish joins me today to talk about how to turn customer service into a marketing opportunity/asset. This interview follows on from my recent interview: Most websites fail to facilitate the customer journey – Interview with […]

Improve your social customer service, by all means, but improve your operations first

Just before Christmas a friend of mine tweeted me the following: One for your blog @adrianswinscoe how not to manage a facebot page https://t.co/2bE3MYpIeO On investigating the link, I found that a person by the name of Tamlin Magee had sent Domino’s Pizza the following message: hello domino’s pizza. i was thinking about eating your […]

Real life lessons on how to build a social business – Interview with Bian Salins

Today’s interview is with Bian Salins, Head of Social at Now TV, BSkyB. I was introduced to Bian by Martin Hill-Wilson who suggested I should talk to Bian as she was one of the few people that really ‘gets’ what it is to be a ‘social business’. More importantly, he said, she doesn’t just talk […]

Proactive Customer Service Starts With Changing Your Mindset

This post originally appeared on my Forbes.com column. Too many companies assume that all they need to do to enact proactive customer service is to buy some new technology. The reality is that making the shift to proactive customer service first requires a change in mindset and strategy. Recently, I had the chance to put […]

Delivering Effective Social Customer Service – Interview with Carolyn Blunt and Martin Hill-Wilson

Today’s interview is with Carolyn Blunt and Martin Hill-Wilson, authors and leading experts in the field of customer service and social customer service. They agreed to join me to talk about their new book: Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation. This interview follows […]

Customer Satisfaction Is On The Rise Globally – Interview with Sam Boonin, VP Products at Zendesk

Today’s interview is with Sam Boonin, Vice President of Products at Zendesk, about their recently published Q2 Benchmark report that shows that customer satisfaction is on the rise globally. This interview follows on from my recent interview: Employee engagement is about human relationships not human resources – Interview with Luis Suarez of IBM – and […]

Customers behaviour and their customer service choices trump new technology every time

The folks over at Parature recently produced an infographic about the evolution of customer service channels over the course of the last few decades. They then combined that infographic with a series of other data points from various sources to produce an interesting piece. I’ve included the infographic below for your perusal and delectation. For […]

5 Tips to Take Your Customer Service from Reactive to Proactive

I came to a revelation the other day after interviewing a customer service trainer about best practices for conducting mock calls. He had just described the various personas he uses to test new agents – Ivan the Irate, Annoyed Angie, Inpatient Irene and so on – when I noticed a common thread among all of […]