Micah Solomon on What It Means to be a Customer Service Turnaround Expert
Inc. Magazine recently crowned Micah Solomon as the world’s #1 customer-service turnaround expert. But what exactly does that mean? I decided to go straight to the source. Solomon is a customer service consultant, customer service turnaround expert, keynote speaker, trainer, and bestselling author of five books. His latest, Ignore Your Customers (and They’ll Go Away): […]
Innovation is Needed to Make Customer Service More Human
Jake Petersen, Former Vice President of Customer Experience at MoviePass, discusses his experiences with customer service technology and how it can humanize support. As the world becomes more tech-centric, so do customers, and so should customer service. Yet customer service has remained largely the same, with agents tied-down by routine scripts and canned answers, and […]
7 Tips for Building an Effective Ticket Escalation Process
The customer is always right, except for those occasional moments where they need a helping hand – and sometimes their query isn’t a simple ask. That’s where ticket escalation comes in, linking customers and their questions to experts within your brand who can help. When a ticket is escalated, it means that your ground-level employees […]
Micah Solomon: Five Principles for Social Media Customer Service
In a few weeks, we’ll be joining forces with customer service guru Micah Solomon for a joint webinar to discuss his new book, “Ignore Your Customers (and They’ll Go Away): The Simple Playbook For Delivering The Ultimate Customer Service Experience” © 2020 Four Aces Inc. The following is an adaptation from the book. It’s tricky […]
Fully Automated Customer Service: The Myth and the Reality
37 percent of customers say they would prefer to get immediate assistance from a chatbot over waiting just three minutes for a human. We’re all becoming used to interacting with automation. In fact, we often prefer it. From Siri to Alexa to automatic bill payment, automation has become an ingrained part of the way we […]
Helpshift Protects Customers by Ensuring COPPA Compliance and so Should You
YouTube is the world’s top streaming service with an estimated 1.3B user and 300M hours of video uploaded every minute. Last September, YouTube was fined $170 million dollars for violating COPPA, the Children’s Online Privacy and Protection Act. The Federal Trade Commissions (FTC) regulation requires companies to give notice and obtain consent from parents before […]