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Big News!!
Tracker 6.0, the latest version of our sophisticated yet simple to use customer service and support software, is headed your way!
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Featured
White Paper
Click here to register for our White Paper
Give Your Customers the Gift of Chat: Implementing Live Chat into Customer Service Channels
Live Chat is not yet in the mainstream as a customer service channel, but its use is accelerating. There is still a window of opportunity to use Live Chat to differentiate customer service from competitors. If done well, that differentiation will continue to earn customer loyalty even after it becomes a common service and marketing channel.
Featured Article Click here to download article from Resources Raising Forums
by Hoyt Mann, President of PhaseWare, Inc.
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Greetings!
Welcome to the our quarterly newsletter.
We have some BIG NEWS!! A new version of Tracker is on its way!! See below for more information and links to request a demo or get more information.
We hope that the articles, blogs, and links we share are useful and informative to you and your business.
Please feel free to send suggestions for topics to us at Marketing@PhaseWare.com. We want to give you what you need to keep your customer support blowin' and goin'.
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Tracker 6.0 Coming Soon to a Computer Near You!!!
We are proud to announce our latest version of PhaseWare's Tracker suite of Customer Service and Support Products! We have added many new features. Here are a few to whet your appetite:
- Use the Outlook interface for creating incidents from emails and sending Email from within Tracker. Now you don't have to use two separate email clients to do your work!
- Extreme Collaboration! Share incidents and issues with any partner, subcontractor or vendor, anytime, and track their work, notes and status in real time.
- Even More Collaboration: Collaborate with your vendors to provide complete customer support. Incidents and issues submitted by or on behalf of your customers can be made available to the vendor.
Can't wait to see the whole thing? Click Here to Request a Demo! Want to find out more? Click Here
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The Impact of Customer Service on Customer Loyalty and Word of Mouth
from The Successful CXO: Committed to Customer Service
"Executives need to be educated on the impact of problems on customer loyalty, the failure of most customers to complain, the potential impact of service on loyalty, and impact of service on Word of Mouth."
Natalie Petouhoff, et al. The Economic Necessity of Customer Service. Business Process and Applications Professionals. Forrester, Inc. January 21, 2009
It strikes me as strange that the C-Suite inhabitants could remain blithely unaware of customer service's effect on customer satsifaction. After all, customer service is the first, and often only, part of the business that a customer interacts with.
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Be a Customer Support Superhero!
from The PhaseWare Files blog
Being a Customer Support Superhero doesn't require special powers...it just requires the human power within all of us.
click here to continue...
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3 Steps to Managing Customer Service Expectations
from The PhaseWare Files blog
I'm sure the airlines are having a "what the...?" moment. According to an Associated Press article the companies did better at arriving on time and not overbooking planes. They lost fewer pieces of luggage, the lowest rate in 20 years.
But complaints were up 28% from 2009.
Several possible reasons were cited but it seemed that the airlines changed the way they run their business. They scheduled fewer flights decreasing the available seats in an effort to match supply with demand and keep from flying empty seats. They didn't tell the customers what to expect from this change or even that a change had been made.
click here to continue...
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Keep the C-Suite's Attention on Customer Service and Support!
from The PhaseWare Files blog
Don't get left out of the loop. Take what you have done in the past and put it right in the face of those who matter. Keep a dialog going with the C-Suite, especially the CMO and CEO. Make them sit up and take notice. Make friends in the right place so you will find out about these initiatives in time to get customer service involved.
click here to continue...
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We hope you found this information helpful.
Thank you for your valuable time and attention.
Our next edition will come out in July 2011.
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Sincerely,
Hoyt Mann and the Team at PhaseWare, Inc.
www.phaseware.com |
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