What’s your type? 4 types of customer service operations

“Actions speak louder than words,” right? How you behave means more than what you say or what you look like. Turns out, this applies not just to people, but to sales, marketing, social media, and especially customer service management. In our latest Zendesk Benchmark report (released today), we decided to explore this idea by taking the time to look beyond typical industry designations (what your company “looks” or “sounds” like) in a search of a more relevant and accurate classification for benchmarking customer service performance. The four types of customer service organizations Using a cluster analysis process, we grouped customer service organizations based on similar operational and management traits and found that support teams fall into four main types that can serve as an alternative to more superficial industry benchmarking. 1. Relationship Builders. These small teams excel in relationship management and provide a personal customer experience that customers love. The culture could be seen as an extension of their marketing. 2. Masters of Complexity. Driven by detailed support requests, these companies have dynamic management structures and sophisticated customer service operations. 3. Late Bloomers. With an unbalanced approach to support management, these companies have yet to realize their full potential. They might be too focused on

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G Suite gains traction in the enterprise

Google’s G Suite business is gaining enormous traction among enterprise users. G Suite usage has more than doubled in the past year among large business customers. Today, there are more than 3 million paying companies that use G Suite. G Suite’s Gmail is already not used as input for ads personalization, and Google has decided to follow suit later this year in our free consumer Gmail service. Consumer Gmail content will not be used or scanned for any ads personalization after this change. This decision brings Gmail ads in line with how we personalize ads for other Google products. Ads shown are based on users’ settings. Users can change those settings at any time, including disabling ads personalization. G Suite will continue to be ad free. The value of Gmail is tremendous, both for G Suite users and for users of our free consumer Gmail service. Gmail is the world’s preeminent email provider with more than 1.2 billion users. No other email service protects its users from spam, hacking, and phishing as successfully as Gmail. By indicating possible email responses, Gmail features like Smart Reply make emailing easier, faster and more efficient. Gmail add-ons will enable features like payments and invoicing directly within Gmail, further

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FAQ-page design: Be savvy about self-service

FAQ-page design: Be savvy about self-service Wonderful conversation makes the world go ‘round, and we’ve heard your support agents are pretty wonderful to talk to. But self-service is gaining steam—in fact, one Zendesk survey found that 67 percent of respondents actually prefer it, and 91 percent would use a knowledge center if it met their needs. At the heart of a sterling self-service offering? A killer FAQ page. Customers who’d rather help themselves will greet a well-designed FAQ page as a useful tool—and a welcome relief. With fewer tickets for agents to address, it’s aso a boon for efficiency and costs. Plus, your freed-up agents can devote more time to strategy and longer-term projects. Best of all? Good FAQ page design is part of your toolbox for cultivating meaningful connections with your customers. Consider these points as you consider FAQ page design. Identify the Goals Before you and your team go anywhere near the drawing board on an FAQ page, answer this crucial question: Why does your organization need one in the first place? If your website is confusing your customers and they simply can’t find critical information, then an FAQ page is just a Band-Aid, says Christopher Calabrese, senior

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Google Glass is Apparently Still Around

Today, in its first update since September 2014, Google Glass got a “MyGlass” companion app update, some bug fixes and now supports Bluetooth. That means the new “XE23” version can now hook up mice, keyboards and other Bluetooth-enabled objects to their Glass device. The app update rolled out yesterday and, in an even bigger surprise, the firmware update for Glass came out today. So, Glass is alive? Well, yes, but it never really died. Despite seeming to go the way of the Dodo (you can’t buy it anymore and Google shut down the website in 2015), it never really left us, it just “graduated” from Google X after failing to capture consumer attention. Google then quietly moved it into the enterprise. But, apparently, someone at Google is still working on the dork-inducing consumer version. We don’t know why Google chose to release these two updates. It’s odd for an update to pop up after nearly three years — especially one without too much of a difference from the old version. But it shows Google has not completely forgotten about its optical-mounted wearable. Source: Techcrunch   Demeter ICT Co.,Ltd.  One of the Biggest Google Apps Partner in Thailand  092-262-6390  097-008-6314 (Sales)  support@dmit.co.th  

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Deliver a seamless online customer experience

You’re a busy support leader with a team to manage and KPIs to meet. Up and to the right is a series that focuses on simple, actionable tips you can use right now to meet your goals. We’ve all experienced that frustrating moment when you’re online and in dire need of help but there isn’t an easy way to get in contact with the company. It might be a “Contact Us” page buried in the page footer, a lengthy form requiring information that the company should already know, or simply an email address with no indication of when you’ll receive a reply. Is this the kind of experience you’re providing for your customers? In this post, we’ll share how you can stand out from the crowd with a seamless online customer experience, while also helping your support team gather more context to speed up resolution times. The Zendesk Web Widget brings the power of Zendesk to your website, including Support for contact forms, Chat for live chat, and Guide for embedded self-service. Let’s dive in. Ensure help is within arm’s reach Your customers should not have to hunt around for help. Reduce friction from their online experience by making it easy

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Google Gives $1 Million Donation to Preserve LGBT History of Stonewall Inn

Google is donating $1 million to preserve an oral history of the 1969 Stonewall riots that were the groundbreaking moment for the LGBT rights movement. Sen. Chuck Schumer made the announcement on Sunday that Google.org, the company’s philanthropy branch, is donating the grant to the LGBT Community Center in New York City to start the project. Schumer says the purpose of the project is to spread the word and educate future generations about the Stonewall riots. “The purpose is to spread the word about the Stonewall uprising and the progress we have made as well as the distance we have to go,” Schumer said. “This announcement sends an unmistakable message to Washington: that the America we know celebrates and cherishes its diversity; it doesn’t hide from it or fear it.” Schumer continued: “With this money, they will translate the legacy of Stonewall from a physical landmark into a digital experience, so that the lessons of its history can reach tens of millions of people across the nation, and across the globe.” The idea for the project came from William Floyd, Google’s out head of external affairs in New York. He believes that unlike some other national monuments, Stonewall commemorates a struggle that

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How AI is shaping the latest customer support trends

What does the near future have in store for us? It looks full of self-driving cars, built-in curators for Netflix queues, and homes that know your temperature preferences better than you do. Artificial intelligence is likely to touch on every aspect of our lives, and there’s no telling what crazy innovations we’ll be seeing in the next decade. It’s difficult to be completely certain when it comes to artificial intelligence, but it’s a pretty safe bet that it will change the customer experience as we know it (and likely sooner than later). It’s telling that business leaders are placing their chips on that bet. A recent Gartner report found that 55% of mature organizations have already begun investing in the potential of artificial intelligence or plan to do so by 2020. With the growing vigilance of how trends are being affected by automation, we’ve noted a few current customer service AI innovations and how they’re likely to continue changing: Chatbot Support Chatbots are becoming exceptional for personalized, interactive communication akin to what a human representative can offer. Please bear in mind: that doesn’t mean chatbots are coming to replace service agents. Leaving the menial tasks to the robots presents an

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Google Hangouts adds iOS CallKit to make & receive calls from Apple’s built-in phone app

Google has updated its Hangouts messaging and voice calling app with support for Apple’s CallKit, the iOS 10 feature that enables VoIP services to use the iPhone’s built-in dialer and phone app to both make and receive calls. Once the new feature is enabled within Hangouts, users can initiate phone calls using the iPhone’s built-in Phone app or with Siri voice commands, and also receive incoming calls form Hangouts using the stock iOS call UI. You can enable CallKit support for Hangouts while navigating to Settings within the app and switch the toggle for “Answer on lock screen.” That will make it so incoming calls appear on your iPhone with the same UI and overall functionality of a regular cellular call on your phone. For outbound calls, users will be able to select Hangouts for numbers they calling from within the phone app’s contacts, favorites, and recents. Also arriving in today’s Hangouts update, version 16, are a couple of fixes for issues related to photo pinch zoom in preview and crashing video calls. The updated Hangouts app is available on the App Store now. Source : https://goo.gl/865gnR Demeter ICT Company Limited Google Partner In Thailand More information Call!  02-675-9371  092-262-6390  097-008-6314 (sale)  support@dmit.co.th Official LINE        www.GoogleApps.in.th

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