Archives for customer support

Helpful Product Documentation
Posted by
September 20, 2016

“How can we help you?” It’s a common question that companies ask numerous times a day. And while this is a safe and time-honored conversation starter, on today’s digital landscape there’s a new aspect that companies must be aware of: their sales representatives and service & support personnel aren’t the only ones making this inquiry.

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Posted by
July 11, 2016

While much has changed on the business landscape over the last several years, McKinsey & Company has confirmed a customer service truism that is as valid today, as it was long before the web was born: consistency is vital for making customers happy. However, despite investing significantly in training, technology and techpubs collateral, many companies are discovering that their efforts to deliver a consistent customer experience are being undermined in the last place they expect: their very own documentation portal.

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Posted by
July 4, 2016

Support Agents are often the first line of contact for customers. However, they can also be the last line of contact as well – because if some customers don’t get the answers or direction they want or expect, then the relationship can be damaged beyond repair. In addition to being highly stressful to Support Agents and triggering turnover, if left unchecked this dysfunctional touchpoint threatens an organization’s reputation, performance and profitability.

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Zoomin Software