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A Step-by-step Guide for E-commerce Customer Service Strategy

The COVID-19 crisis has pushed us all out of our comfort zones – both merchants and consumers. What might have evolved over a decade happened within eight weeks in 2020, when retailers quickly launched e-commerce websites and figured their way through digital payment, order fulfillment, and warehouse management processes. Consumers got equally adventurous too.

A History of Customer Support Technology

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? It certainly wasn’t as accessible or intuitive as it is today. Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next.

What is Change Management in HR: Navigating Organizational Transformation

Organizations must be prepared to adapt and change to remain competitive. This is where change management in human resources (HR) comes in. Change management is the process of planning, implementing, and guiding organizational change. It is crucial to ensure that employees are engaged and on board with the changes to achieve desired outcomes smoothly. HR professionals and teams play a critical role in successful change management.

What Is ITIL Problem Management in ITSM?

As an organization, you rely on technology to drive business success and deliver efficient operations. However, IT service disruptions can pose a severe threat to this success, leading to lost revenue, decreased productivity, and poor customer experience. This is where problem management comes in. Problem management is a vital process that aims to ensure stable and reliable IT service operations.

What is Change Management & Why It Matters

Change is a constant in any business, and managing change effectively is critical to an organization’s success. Change management is the process of guiding individuals, teams, and organizations through transitions. Successful change management involves a well-defined strategy that enables businesses to manage change efficiently, minimize disruptions, and achieve effective outcomes.

ITSM Categories: Streamlining Operations

Are you struggling to meet service level agreements (SLAs) and enhance your IT service delivery? Understanding the different categories within IT Service Management (ITSM) can help streamline your operations, increase efficiency, and improve precision. By exploring the various ITSM categories, you can leverage their benefits and build a solid foundation for your IT service management practices.

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Customer Satisfaction Workflows: Why They Matter & Key Elements

Customer satisfaction workflows play a critical role in delivering exceptional experiences. The efficiency and effectiveness of these interactions mold the overall experience. Think of these workflows as a synchronized machine that manages customer interactions routinely. The objective is clear: to meet and exceed customer expectations consistently. With effective design and implementation, these customer satisfaction workflows can transform the customer journey, enhancing your brand's reputation.

Elevating Customer Support: Five Goals to Strive for in 2024

As 2023 comes to a close, now is the time to reflect on wins and losses from throughout the year. Maybe you had a banner year—or maybe you’re celebrating just getting through turbulent times. Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team.