A study of online shoppers recently conducted by The Adcom Group for VHT showed when they run into a problem making a purchase, more digital shoppers call customer service (46.3%) for assistance than use online chat (35.4%). Why? The answer may be simpler than you think. Just like some people like vanilla and others prefer […]
Providing customer service is an age-old practice that has been around since the advent of commerce. Over the years, we’ve seen customer service evolve as technologies and companies have become more advanced. And now, as never before, consumers have also become technologically savvy. With the proliferation of communication devices and the ubiquity of Internet access, […]
The ability of a company or organization to recognize our limited time and energy makes us like them even more. Whether it’s a phone call to the cable company or a check-in with your cell phone provider to make sure they’re, well, providing, we hate to waste time waiting for them to answer our questions.
VHT’s Conversation Bridge is a multichannel callback solution that allows customers to request a customer service callback. Customers submit their request through mobile apps, social media, the web, consoles, and telephone. VHT connects to a business’ contact center to determine if there’s a queue, informs the customer of the expected wait time, then let’s the […]
Everyone has had to wait on hold in order to reach a company’s customers support. And universally, nobody enjoys waiting, especially if you are already annoyed about a product or service issue. Suffice it to say that forcing customers to wait too long for help can be a business killer.
In today’s customer-centric world, business people so frequently use certain terms that they sometimes lose their meaning. That’s why we decided to re-visit three important terms in customer service as a reminder of what these terms truly mean when practiced in an organization. Customer loyalty, customer experience, and customer relationship management. Read the definitions to […]
Last week I attended Forrester’s Customer Experience Forum in Los Angeles, an event I highly recommend for both the content and subject matter. Particularly interesting were the stories and lessons from companies who have successfully executed on their customer experience initiatives — not an easy nor common feat, as many company leaders struggle to improve […]
Ever heard of the term “compassion fatigue?” It’s a condition characterized by the lessening of compassion over time, and it usually afflicts those in the healthcare profession. I think compassion fatigue also affects customer service representatives. Much like nurses, therapists and first responders, customer service reps can suffer from stress over frequent negative conversations with […]
In June, I attended The Cable Show in Washington D.C. After recovering from being star struck watching M.C. Hammer and Willie Robertson from “Duck Dynasty” on stage, I settled in for Michael Powell, former former Chairman of the FCC, to officially open the show. Powell, now President and CEO of National Cable & Telecommunications Association […]
Customers should always be at the heart of your business. After all, you wouldn’t have a business without customers who buy and use your product or service. As a customer service solution, VHT is not only focused on our enterprise customers but also their customers. You could say we live and breathe customer service. What’s […]