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2015 State of Service [Infographic] - Salesforce

2015 State of Service [Infographic] - Salesforce | The MarTech Digest | Scoop.it

marketingIO: One Source for All Marketing Technology Challenges. See our solutions.

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Listen Up And Utilize Customer Feedback [INFOGRAPHIC] ~ Digital Information World | #TheMarketingAutomationAlert

Listen Up And Utilize Customer Feedback [INFOGRAPHIC] ~ Digital Information World | #TheMarketingAutomationAlert | The MarTech Digest | Scoop.it
If you want to build a company that truly embraces voice of the customers remember that you have to let that voice be heard. Learn more - why listen up customer feedback is important to identify what your audience wants.

 

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CYDigital's insight:

I wasn't going to pass this onto you, but it so fundamental that I thought it worthwhile as sometimes the basics are overlooked.

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Is it time to hang up on phone support? - SociallyStacked

Is it time to hang up on phone support? - SociallyStacked | The MarTech Digest | Scoop.it

Summarized...


As for Shortstack, the two main reasons we said “No” to phone support:

1. Cost: As ShortStack grew and our budget was less shoestring, phone support was still not a viable option because it would have required either doubling our staff, or outsourcing to a call center. Both options were extremely costly and, in our experience, call centers don’t offer the same attention to detail that in-house staff can do. Online support allows us to be hands-on with our support, without having to staff way up.

2. Frustration for users and staff: At some point, nearly everyone has called a company’s phone support line. Was the experience awesome? For most people, phone support experiences have been the exact opposite.

CYDigital's insight:

One company's take on phone support. Combining chat/email/social with SFDC Service Cloud, there really is no reason why B2B needs phone support (unless your margins are such that it is a no brainer). Take chat support: one person can chat with multiple people reducing the number of required support folks (conversely, maximizing available support inventory).


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