Tricia focuses on customer service best practices and trends on behalf of Parature, a leader in on-demand customer service software, which makes it possible for organizations across all industries to leverage multichannel customer service and social media to provide superior service and support.
Four powerful influences are converging to form a perfect storm for big customer service vendors. Gartner calls the confluence of social interaction, mobility, information and cloud computing the “Nexus of Forces,” which will shift the balance of power in customer service in two key ways.
Live chat’s bubble is on the rise. LogMeIn and the e-tailing group have released the Fourth Annual BoldChat Live Chat Effectiveness report which shows one in five shoppers prefer online chat over any other communication method. Featured here are seven best practices for offering a superior live chat customer experience