In this Ledgeview Partners “Top 10 Popular Post” recap, we bring you the most popular customer service-focused content that lived on our blog in 2018.
For this series, we have determined the most popular posts based on CTR and the time spent on each individual post.
As you review the Top 10 Most Popular Customer Service Tips of 2018 from the Ledgeview Partners blog, we hope you feel inspired to create even more effective strategies as you wrap up 2018, and into the New Year!
Here’s what you loved most in 2018 …
An American Express Survey indicated that “3 out of 5 Americans (59%) would try a new brand or company for a better service experience.”
Much like the importance of aligning your sales and marketing teams to drive growth, it is equally important to align your customer service reps and customers (in a sense) to ensure a shared view of your product, service, or brand’s reputation, likely all of the above.
In this post, we teach you how to measure your customer service results to craft more effective customer service techniques with a mystery shopper program.
If you’d like help creating your own, reach out to Ledgeview’s Customer Service Consultants.
When Customer Service Agents are logged in to their Microsoft Dynamics 365 for Customer Service internal database, they are given a lot of information.
As an Agent, when you log in, you will open to your default screen, but capabilities extend far beyond the first screen.
Discover the possibilities when you recap this post with us.
Entitlements allow Customer Service Agents to manage service level agreements (SLAs) with customers, or manage internal happenings.
Learn more about them, and how they vary from internal happenings, in Salesforce.
There are many ways to show your Customer Service Reps, or any employees in any department, how much you value what they’re doing.
By rewarding successes, you acknowledge their work in a way that is special and unique, while simultaneously encouraging other Customer Service reps to reach the same level or beyond.
In this post, we explore some of the top ways managers can show their CSR they’re appreciated.
Regardless of your communication channel or Customer Service Rep, you should have a Customer Service strategy that is consistent and repeatable for all.
We explain how to create a more consistent and repeatable process in this post.
When you think of Voice of Customer (VOC) Feedback, it’s exactly what it sounds like – Voice of Customer Feedback is direct and clear feedback on your product or service straight from the mouth of the customer.
We teach you how to leverage data you gather from Voice of Customer Feedback to improve your customer service team in this dynamic post.
Salesforce Knowledge lets Customer Service Agents and Users create and manage important company information and securely share it when and where it is needed. It also enables Customer Self-Service.
We explain more of the key benefits and functionalities in this post.
Your Customer Service team needs a set of goals and metrics just like your sales and marketing teams, and organization as a whole.
These specified goals should keep them thinking about their desired end results and how they can improve together and as individuals to achieve them.
Whatever the most important metrics are for your organization, you should be measuring them.
We share some common goals and metrics you should be measuring within this post.
When used the right way, Microsoft Dynamics 365 for Customer Service can lead to your organization providing world-class customer service that leads to unwavering customer loyalty.
When customer service agents are provided with the right tools to manage customers, job satisfaction increases as well as client retention. It is easier for agents to provide the right answers or lead customers to them.
Learn more about how to leverage Microsoft Dynamics 365 for Customer Service when you read the original post.
Lightning Console in Salesforce Service Cloud makes it easier for Sales Reps and Customer Service Support Agents to spot the information they need to get their jobs done faster.
The console works to increase day-to-day efficiencies and is very configurable for organizations.
We explain more about how your organization can benefit from it in this post.
What is your all-time favorite customer service-focused blog post or other piece of content from Ledgeview?
Do you have ideas for a piece of content you’d like us to create on a specific topic? Reach out to us to submit your request!
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We can’t wait to bring you more customer service-focused content in 2019 to help you create a more effective customer service program and enliven your CSR!