Not too many business owners would say “no” to an ongoing free marketing opportunity, but LinkedIn is just that, and it continually surprises me how few people are taking full advantage. There are many ways to leverage LinkedIn for the benefit of your business and one of them is to use the tool as….
People said I was crazy and naïve – how could you base an entire business model on the assumption that your clients would be honest? The concept for my start-up business (Matchboard) was simple – jump online, answer a few questions about the product or service you’re looking for, and get connected with the best-fit suppliers for your needs. Suppliers pick….
Seeing is believing Here’s a vignette not to forget: on average people retain 70-80% of what they hear and see, 20% of what they read, and 10% of what they hear. In this sense, video beats all other channels of marketing and customer service for impact. In a marketing environment, website visitors convert at a….
Can the canned response! How often have you heard phrases such as, “That call centre agent sounds like a robot!”, “The person who invented IVR should be shot!”, “I just got a pro forma email from a company that didn’t address a single issue I raised!”, “Why does the speech recognition system not understand a….
Let’s face it, first impressions count. And when it comes to contact centres, often the first impression is created not by the contact centre agent, but by the message the caller hears while waiting patiently in queue. When you consider the statistics that most people hang up after periods of silence of 45 seconds, it’s….
The contact centre industry is in an era of “multiplicity” – multiple channels of contact, a rich array of technology solutions and deployment options, and multiple delivery location choices on, near and offshore. That’s not to mention inhouse, insourced, outsourced and DBOT models. But a revolution is underway adding yet another dimension to the industry,….
Most of us look after our health. Feel ill? See the Doctor. Need a check-up? See the Doctor. So when did your contact centre last have its blood pressure or cholesterol checked? One thing we all know is that the only constant in a contact centre is change. So if things are constantly changing we….
If the number of Unique Australian Visitors [UAVs] on YouTube (15,000,000) is any indication, Australians love video. Video is the new black of the customer service world – it’s cool, it’s fashionable, and it’s rapidly on the rise. While more and more companies are creating ‘how to’ videos as an extension of their self-service offering, the real innovation….
[Open letter to Matchboard Suppliers] On Sep.3, 2012, Matchboard launched its smart sourcing website to the market, and today, we celebrate our 1-year anniversary! Thanks to every one of our suppliers, Matchboard has been able to meet market demand for a huge variety of products and services across the sales, customer service and back office….
What is a customer journey map? A customer journey map is a visual representation of a customer’s end-to-end experience with a product or service. Creating these maps is often a revelation for organisations not used to looking at things from the customer’s perspective: broken, unfriendly or duplicate processes become apparent; service accessibility gaps are suddenly….
Looking after our health and well-being should be our first priority in life. Yet we forget how important and vital it is to be well. We think we have no other choice but to keep going, or that we’ll be all right if we push through. There are so many external demands placed on ourselves,….
Multichannel v. Multimodal It was just a few years ago that “multi-channel” became the buzzword of customer service executives around the world. They proudly boasted of introducing a range of new channel options to customers, from social media service and web chat to two-way SMS, video and mobile self-service. Customers could now pick and choose….
While social media is still a relatively small channel for customer care (versus telephone or online self-service), it’s growing by double digits in many organisations. Its importance as a service channel is further amplified because (a) it’s public rather than private, which means a post can instantly reach a massive audience as opposed to a….
Everyone’s heard of pop-up kiosks and stores, even pop-up cafes and pop-up exhibitions. Most of us have been annoyed at some point by pop-up ads online. But how about pop-up contact centres? We believe it’s about time this term came into our lingo, as it’s a phenomenon happening more and more in this age of….
The humble kiosk is an often neglected consumer sales and marketing channel, which can complement a call centre or online strategy with a face-to-face offering. In person sales is the purest and oldest form of sales, and while costs are often higher than other channels, so are conversion rates higher, and customer intimacy is easier….