Turning Customer Support Into Customer Success

What does excellent customer service mean to you?

  • Quality
  • Connection
  • Speed
  • Solved Problems
  • Satisfied Customers

Let’s face it, at some point in time your company is going to make a mistake, and I guarantee that won’t be the one thing that ends it all. However, how your team handles that mistake will determine what happens next.

A customer service department run by chatbots, never ending phone calls, unanswered emails, and employees who constantly have to ask what they can or can’t do is not going to cut it.

A customer success team that is equipt with the information and tools needed to understand the customer and answer questions, who are encouraged to problem solve and create connections is what you need.

So, which team are you currently running? Continue reading “Turning Customer Support Into Customer Success”

What Messaging Apps Are Telling Marketers

The future of social apps is in messaging. When you think about the recent announcement from Snapchat, regarding their shift to become an all-inclusive communication app to the eruption of dating apps like Bumble and Tinder it is clear we are using our mobile devices to communicate but it’s not with a phone number and it can’t always be seen in a Newsfeed, it is however through messaging. Continue reading “What Messaging Apps Are Telling Marketers”