How Gamification Makes Customer Service Fun
One company is using gamification to change the customer service paradigm from frustrating to fun -- and customers are loving it.
One company is using gamification to change the customer service paradigm from frustrating to fun -- and customers are loving it.
Big Data is poised to help marketers reach and engage customers and prospects in ways that businesses are only now starting to understand. Enterprises that don't embrace analytics may soon see embattled customers voting with their wallets.
Social media has changed more than the way companies market and promote themselves. Social networking has also changed the way companies recruit, how they communicate internally and how they handle sensitive data.
CRM systems tend to have a wider user base across enterprise organizations than most other software applications do. Industry analyst surveys indicate that over 60 percent of CRM systems are used by sales teams, about 40 percent used by marketing, and about a third of the systems are used by customer support. Despite this wide range of users, my guess is that the real driver or "owner" of the CRM system is even more strongly biased towards the Sales VP.
Organisations looking to implement voice automation systems need to think very hard about the needs of their customers before doing so, a new report has found.
Back in 2004, Texas Instruments (TI) noticed a problem in its customer service department, one that's typical in companies serving technical customer bases. Some of TI's main customers (engineers) buy and use some of the company's most technical products, such as digital signal processors. TI needed a better way to quickly provide answers to customer questions, without the customer sitting on hold with a call center, waiting for a representative who might not even have the technical expertise to answer the inquiry.