Seven best practices of customer service
Customers judge a company not just by its product or service, but also by the competence, behavior and attitude of its staff. Consistently poor customer service can easily prompt customers to abandon a brand whose product they may have otherwise appreciated.
iMovo appointed Premier Solution Provider for Zendesk in EMEA
iMovo is pleased to announce that it has been appointed as a Zendesk Premier Solution Provider in the EMEA region – the highest level of achievement for a Zendesk Partner.
On proper business problem scoping
Problem solving comes before software development. The intricacies that businesses have, requires knowledge on many different domains; Domains which are way beyond the scoping of technology and are closely related to specific business operations and human behavior.
Are you using data to create great customer experiences?
In today’s fiercely competitive business environment, companies are exploring new ways to delight customers and retain their loyalty because it has a direct impact on revenue. Customers today expect to have fluid, convenient and timely interactions with businesses seamlessly across multiple channels. While many businesses have adopted an omni-channel approach, customer data remains fragmented, making it difficult to gain a single view of the customer.
Dealing with the Fourth Industrial Revolution
Since the early part of last century, technological progress has marched forward at sharp rate, albeit with the so called “waves” coming hard and fast as a north easterly storm on the coast. After a surge in innovation in the field of information technology dating back to the 1970s, with the emergence of the first “personal” device – the PC and stretching well into the early years of this century, we seem poised on what could become a very big wave. Some economists have posited the idea that we are about to embark on the “Fourth Industrial Revolution”.
Zendesk Launches Guide- A Next Generation Knowledge Solution- to Provide Smarter Customer Service
Zendesk, Inc. (NYSE: ZEN) today introduced Zendesk Guide, a smart knowledge base solution that captures the collective knowledge of an organization and combines it with machine learning (ML) technology to deliver a better customer experience. Guide empowers customer service agents to resolve inquiries with contextual insights and gives customers ML-powered self-service customer support. The result for both agents and customers is faster support resolution and outcomes from anywhere.
Whatever you want
At the core of a CRM approach is the appreciation that customer life-time value can be optimised when deeper relationships are formed between carefully targeted customers and the respective business organisation.
Zendesk Talk update: New Call Monitoring feature available
Zendesk has recently announced the launch of Call Monitoring, a new feature which will be available exclusively to customers on the Talk Advanced plan. With the new Live Calls dashboard, Zendesk admins will now be able to see at-a-glance all ongoing calls, listen in on agent conversations and barge in on calls when agents need support or escalation.
Zendesk Success Story: Surrey County Council
iMovo has recently successfully implemented a customer service project for the Surrey County Council.
Project Management – Old Dog, New Tricks.
Mention the word “project” and more often than not this will conjure up images of dismal failure and fiascos. The popular press just loves to expose the demise of major projects through overspending and late delivery. More often than not such stories chronicle serious inefficiency and mismanagement on the part of those responsible for the implementation of the project.
