Customer service is a people-focused business, and according to the Harvard Business Review, there are elements of service that are hard to automate. But there is great value that businesses can realize by enabling artificial intelligence (AI) to automate portions of their service organization. Specifically, intelligent chatbots can extend customer relationship management (CRM) software to…
In recent years, the service industry has seen massive change with disruptive technology and higher customer expectations, but one thing that hasn’t changed is the importance of customer service. Today’s service organization understands that the customer drives success and failure and demands to be at the forefront of business strategy and innovation. Having the right business systems and…
WHAT IS CUSTOMER SERVICE WEEK? There seems to be a national holiday for just about anything under the sun. National Dog Day, National Sibling Day, National Pizza Day—the list goes on for nearly every single day of the year. So what’s the gimmick with Customer Service Week? To my surprise, it’s the real deal! National…
In this series we’ve discussed the service buzzwords I believe deserve the most attention in 2018 and in my last blog we discussed cloud’s huge influence on successful service models. My goal throughout this series has been that you leave with an understanding how these key concepts can bring value to your customers and your…
Previously, we discussed the impact the Internet of Things can have on a service organization. Our final buzzword is key to helping your organization grow. Cloud enables an organization to grow and scale, respond to cyclical service patterns and move to a more secure, safer environment. Cloud will also help your organization adopt key service…
Previously, we discussed the importance of delivering seamless customer service throughout the entire service lifecycle. In this blog we’ll discuss a key buzzword for 2018 that impacts everything from machine learning, artificial intelligence (AI), virtual collaboration, predictive maintenance, digital supply chain and more! The Internet of Things (IoT) is changing our world and will be…
In my last blog I explained the experience outcome economy using a cup of coffee as an example. In this second blog in the series we will take a look at the first of the buzzwords — ‘seamless’. It might seem a little counter intuitive, but a customer doesn’t care if their printer is working,…
CRM and FSM must work together. Why? Because together they give your business a 360 Degree view of your customer and that enables you to improve your customer service—and grow your bottom line. There are two important applications within an enterprise software suite—Field Service Management and Customer Relationship Management— that can no longer afford to…
It’s an exciting time to be involved in the service industry, but with so many technology buzzwords flying around—artificial intelligence, cloud, IoT, customer-centric, omni-channel, personalization to name just a few—sometimes it can be difficult to determine which ones matter to your service organization. So I’ve narrowed down what I consider the most important, and the…
We are seeing the growing demand to integrate connected devices for field service operations. In a recent study by IFS, 30 percent of product-oriented companies said they are already using IoT for field service to some extent – a few companies are even harnessing IoT data to automatically trigger work orders or technician dispatches. But…
