“Data Democratization: Making Data Available and Understandable Across the Organization” Webinar Recap
Data democratization is the practice of ungating access to data within an organization and empowering even those with no technical know-how to easily use it to make more informed decisions on behalf of the company. In this webinar from #ProductCon, the largest product management conference in the world, Google Product Lead Marily Nika speaks with […]
“The True Cost of Player Support” Webinar Recap
You can’t have a successful game without an equally successful customer support strategy. And, unfortunately, player support teams are sometimes surprised by the costs associated with keeping players in the game—especially if they don’t have a long-term investment strategy. Find out what player support veteran, Peter Gerson, Senior Manager of Player Solutions at Keywords Studios, […]
The Three E’s of Online Customer Service
An effective customer service strategy needs to keep these three criteria at its core: Ease Efficiency Emotion If your support is easy to access, efficiently answers questions, and effectively conveys your brand tone, then you will have satisfied customers. It’s a pretty simple equation, right? Well, as any customer service manager knows, satisfying these three […]
Knowledge Management Tools: The Secret Weapon of Customer Service
One of the secret weapons of the best customer service organizations is simple: knowledge. Knowledge management tools arm your human agents, your QuickSearch Bots, and your customers with the information they need to solve problems quickly. You might have all the answers written down, but unless they’re accessible, they don’t count. Granting ease of access […]
3 Routine Live Chat Examples Made Better Through Messaging
More than a decade ago, live chat emerged as a key customer service channel and proved to be a game changer for B2C brands. When used properly, live chat liberated customers from enduring tedious automated phone system experiences and enabled online conversations in real time — more reassuring and quicker than email exchanges. There are plenty of […]
IVR Automation: The Right Idea but the Wrong Application
Routing customers to the right agent is important for both the brand and the customer: it ensures that customers don’t have to be transferred from agent to agent, which in turn equates to a better CSAT and overall brand experience. The routing process itself is also a great candidate for automation, and brands have increasingly […]