Articles tagged: "eGain"

Multi-channel customer service study finds big companies failing

Published on 23 February 2010.

by Kevin Stirtz

With the exception of web self-service, all business sectors dropped in multi-channel customer service, according to a new study released by eGain today. But even web self-service didn’t fare too well:

“All areas except web self-service declined in performance, with web self-service posting a slight increase for the overall market from 1.7 in 2009 to 1.9 in 2010, still “below average.”

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Service Recovery

5 Steps to Avoid “Doing a Toyota.”

By Jeanne Bliss on May 28, 2010

When a company makes a mistake, it can be the brightest moment in their history.

Toyota had that opportunity. But they missed their moment. Big time.

How a company reacts, removes the pain, and repairs the emotional connection shows the true colors of that organization more than almost any situation they might encounter.

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Technology

Peachtree knows that customer service is cool

By Barry Moltz on May 20, 2010

Customer service is the new marketing because now companies can no longer control what people are saying about them. Everyday, customers and prospects are ranting and raving about your company on social networking platforms like Facebook, Twitter and YouTube. Companies that don’t get customer service and don’t react to what customers are talking about are doomed to fail.

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Feedback

Focus on customer service in 2010 (finally?)

By Becky Carroll on April 7, 2010

This may be it. This may be the year that it finally happens. 2010 may just be the year that companies start to focus on their customers and serving them well.

Now, I am cautiously optimistic about this focus on customer service, but let me tell you why I feel this way.

1. Brands are using a focus on customers as a competitive differentiator in their advertisements.

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