customer service Archives | Perficient Digital
Posts Tagged with customer service

Roles of the B2B Buying Journey: Understanding the CSR

Understanding the customer journey – and your internal team’s journey – is critical in B2B industries like manufacturing and distribution. A Customer Service Rep (CSR) is a typical role at both manufacturing and distribution companies and is the center of a B2B buyer’s journey. They support the outside sales team and communicate with customers through […]

Read more

Help Your Customers Help Themselves – A Self-Service Toolbox

Ahhhhh, the soothing sounds of Muzak in my ear as I wait on yet another level of ‘automated’ phone service. All the while I’m wondering, did I choose the right selection? The lady at the beginning said I was supposed to listen closely because the selections might have changed. What if I wind up with […]

Read more

Phygital – It’s More than a Buzzword

Two weeks ago I spoke at the annual SPECS Show. The retail-focused conference was centered on the physical aspects of running a retail business today, but there was also a dedicated track for discussions around digital trends. I gave a presentation on how digital and physical can meld, aka, PHYGITAL. Buzzwords aside, customer behavior trends […]

Read more

Customer Service Through Self-Service: Your My Account Experience

You may have a different name for it, but your My Account experience is the self-service avenue you provide customers to manage their relationship with your brand before, during, and after the purchase process. This includes elements such as their shopping cart, wishlist, payment and shipping information, order history, loyalty program membership, preferred brick-and-mortar store, […]

Read more

End-to-End Service Elevates Customer Experiences, Research Finds

Companies capable of delivering “end-to-end” customer service entering 2017 are well-positioned to lead their industries throughout the year, according to new Forrester research. The independent technology and market research firm’s January 2017 report titled Elevate Your Customer Experience With End-to-End Customer Service includes examples of customer service performances from a handful of top-tier consumer market […]

Read more