Tag Archives: customer service

The Value of One-to-One Customer Support for SaaS

There are few things in the world more frustrating than contacting a general support line or email address and getting a new person each time. Whether you’re calling about cell phone service, auto insurance, or software support, we’ve all experienced the familiar frustration of sitting in a support queue before. This is called the one-to-many…

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The last decade has delivered a lot of evidence that the customer experience begins and ends in social media. The digital experience tends to sandwiches the actual in-store or online shopping portion of a purchase. Expectations exist that if a customer has a question, inquiry or complaint that it will be satisfied on a popular social…

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By John Sanchez   With Sysomos hosting an upcoming event in San Francisco about the link between social media and customer intimacy, I’ve been thinking even more lately about what “customer intimacy” really means. And it occurred to me that the term is really just the latest incarnation of a time-honored approach to delivering great…

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Social media might be the greatest innovation the world of customer service has ever experienced. As a digital marketer, you have experienced the impact of social service professionally and personally. Customer service can be viewed as the greatest measure of a company’s success, both in the offline and online worlds. It positively affects the top…

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You’ve already heard a lot this week about the evolution of our company. Our CEO, Michael Nowlan, wrote about what this change means and our COO, Jim Delaney, wrote about how these changes reflect a changing landscape for our customers and how we’re here to help you. Well, today we thought instead of telling you…

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