Dovetail Software Blogs

Before the Internet and YouTube existed, angry customers had to be angry enough to keep fighting to have their problem fixed, despite all the obstacles in their way. If traffic on the way to the payment center didn't cool an aggrieved customer, then the waiting in line did. Then there was the hassle of calling customer service and figuring out the ...

Why Customer Service Needs To Be More Than Mere Lip Service ''Customer alignment, Customer experience, Customer centricity. Companies describe their focus on the customer in a variety of ways. Analysts talk about customer service as a part of an overall product experience, and research shows that the total experience a customer has with a company ...

There are plenty of online venues for customers to complain. There are sites like Complaints.com, Ripoff Report and TheSqueakyWheel that let consumers vent, rank and boycott all sorts of companies. Then there are company specific sites like AllStateInsuranceSucks, TimeWarnerSuxs and Sprint Really Sucks. But why are their so few sites devoted to ...

It's that time a year again, folks. National Customer Service Week (NCSW) is only 13 days away and it's time to take stock of what we've each accomplished since last year. Even in this difficult climate, companies that commit themselves to the values and practices recommended by the Institute of Customer Service, the organization primarily ...

Boost Customer Satisfaction, Now ''Yes, the economy is in the tank and companies of all sizes are reducing or, in some cases, eliminating ''nice to have'' activities and expenditures. But customer satisfaction programs and solutions should not be lumped into this category. Now is not the time to dial back on ensuring positive customer ...

Is Customer Loyalty Dead? ''Are you more loyal to brands than you were 10 years ago? Are there any businesses that provide such a great product or service that you would never price-shop, and you'll declare your brand loyalty across your social networks? My guess is that you and your customers are much less loyal than you were in the ...

Consumers Still Focused on Customer Experience, Not Cost, in Recession ''Businesses that spend time and effort to serve their customers emerge with a larger wallet share and a willingness on the part of their customers to pay a higher purchase price. For example, 40% of loyal customers said they are willing to pay an additional 10% or more to ...

Adding a New Face to Customer Service ''Once companies begin to build some brand presence on online social networks, customers begin to interact with them. Some of the interactions focused on customer service and support issues. And when companies respond to the requests through the same channel, hence a new concept of customer service through ...

Contact Center Performance Thriving in the Recession ''Conventional thought would dictate that key performance metrics (KPI) measuring contact center performance would drop during the economic recession due to more stressed-out, grumpier individuals. According to a new study from CFI Group, the opposite rang true -- as it found the Contact Center ...

Social Networking Boom Drives Call Center Evolution ''Evolution appears to have come to the contact center business, driven by the popularity of social networking sites which have been tapped by enterprises for various marketing purposes. As a result, many companies are now thinking of ways to connect their key customer service resource--the ...