Whippy’s Post

Our second engagement with FICCO's front liners (the first one was back in 2014). Since our last training, most have been promoted, married, transferred to other branches or departments, and some have even left their positions. Briefly, customer service is not only about smiling, greeting, and answering phones. It goes beyond understanding and addressing the needs of our member-customers, both in the personal as well as procedural/technical dimension and throughout the entire arc of customer service experience. Genuine commitment to this dedication is essential and should come from the heart. (Barbara Glanz Communications Inc. 2007). This reflects our cooperative philosophy and way of life, prioritizing our members' satisfaction. This is in keeping with our 10th coop value of caring for others (International Cooperative Alliance). But why is customer service important? It is crucial because research has shown that "customer service skill" is the third most crucial organizational competency among thriving companies, following communication and teamwork. This conclusion stems from a study conducted on 16 successful global companies, highlighting the significance of employee competencies in enhancing service performance and customer satisfaction. There are four main implications of this finding: 1.Employee Training and Development - organizations should prioritize training programs that enhance customer service skills. 2. Hiring Practices - companies may need to adjust their hiring criteria to focus on candidates demonstrating strong customer service abilities and communication and teamwork skills. 3. Organizational Culture - customer service skills can foster a culture that values customer-centric practices.4. Performance Metrics - businesses might consider integrating customer service skills into their performance evaluation metrics, recognizing that these competencies directly influence service outcomes and customer experiences.   Excellent customer service still matters today, even with AI around. While AI can assist and automate certain parts of customer service, it is still crucial to have that human connection for great customer experiences. This shows that the personal touch and customer interaction are still super important, even in the age of AI. #ExcellentCustomerService                                                                                #M&AResourceTraining&PublishingInc. #CustomerServiceSkill #AIinCustomerService #BobBare #SegrPublishing

🛠️ 𝔼𝕝𝕖𝕧𝕒𝕥𝕚𝕟𝕘 ℂ𝕦𝕤𝕥𝕠𝕞𝕖𝕣 𝕊𝕖𝕣𝕧𝕚𝕔𝕖 𝕨𝕚𝕥𝕙 𝔽𝕣𝕖𝕤𝕙𝕕𝕖𝕤𝕜! Hey LinkedIn community! 🚀 Today, I'm excited to share a tool that's been a game-changer in my customer service journey - Freshdesk! 🌟 𝔽𝕣𝕖𝕤𝕙𝕕𝕖𝕤𝕜 𝕆𝕧𝕖𝕣𝕧𝕚𝕖𝕨: Freshdesk is an all-in-one customer support platform designed to streamline and enhance the support experience. From ticketing and automation to analytics and collaboration features, it's been my go-to solution for providing top-notch service. ℙ𝕠𝕤𝕚𝕥𝕚𝕧𝕖 𝕀𝕞𝕡𝕒𝕔𝕥 𝕠𝕟 𝕄𝕪 𝕎𝕠𝕣𝕜: 🚀 Boosted Productivity: The intuitive interface and automation features have turbocharged my productivity, enabling me to handle more queries without compromising on quality. 🔄 Efficient Ticketing System: The ticketing system has revolutionized how I manage customer inquiries, ensuring a structured and organized approach to problem-solving. 📈 Data-Driven Insights: The analytics tools have empowered me with valuable insights, helping me identify trends and areas for improvement in our support processes. Simplifying the Customer Service Landscape: Freshdesk has truly made my job easier by centralizing customer interactions, reducing response times, and fostering collaboration within our support team. 🤝 Now, I want to hear from YOU! 🤔 What tools do you swear by in your professional journey? Share your favorites in the comments below, and let's create a knowledge hub within our network! 🔄 Together, we can build a resourceful toolbox that benefits us all. 💼 Join the conversation, share your insights, and let's continue to grow professionally! #thursdaytips #20daylinkedinchallengewithhaoma #freshdesk #lifelonglearning #growth #customersupport

#Day2 Continuing The Journey...#30days Skill Refinement Challenge #Fresh Desk# Freshdesk is a cloud-based customer support software developed by Fresh works. It provides a comprehensive set of tools for managing customer inquiries and improving customer service experiences. Key features of Freshdesk include: Ticketing System: Converts customer queries from multiple channels (email, phone, chat, social media) into tickets that can be tracked and managed. Automation: Automates repetitive tasks, such as assigning tickets to agents or triggering responses, using workflows and rules. Multichannel Support: Integrates various communication channels, allowing agents to handle customer queries from a single platform. Self-Service: Provides options for creating a knowledge base, FAQs, and community forums, enabling customers to find answers independently. Collaboration: Features like team inboxes, internal notes, and the ability to split and merge tickets facilitate better teamwork among support agents. Reporting and Analytics: Offers insights into support team performance, customer satisfaction, and other key metrics through customizable reports and dashboards. Customization: Allows businesses to tailor the interface, workflows, and features to meet specific needs. Integration: Supports integration with various third-party applications and services, such as CRM systems, e-commerce platforms, and productivity tools. Freshdesk aims to streamline customer support operations, enhance agent productivity, and improve overall customer satisfaction. It is suitable for businesses of all sizes and industries. #Freshdesk #CustomerExperience #Customerfeedback #CustomerSucesss #30daysRefnementChalleng#Cintinous learning

"How can I help?" No, I do not work in customer services (anymore), but always try to make it my first response to someone reaching out to me on Teams. Always. Because it is the right thing to do, always. It not only shows people they shouldn't feel bad about approaching you in the workplace because they need something they can't do or get, but might also disarm them a bit if they contact you because they are frustrated with something, especially if they don't know you yet. People are busy, I am busy, we're all busy, but making time to listen to colleagues and see if you can make their lives just a tiny bit easier will always help you out in the long run. Friendliness and helpfulness are sometimes the only things we cling onto if our jobs/projects are giving us stress. Sure, it ends up mostly with me being the person that people come to 'because I get shit done', or know where to find the people who can get particular shit done. It's always been that way. When I worked in a supermarket, people would queue at my til, even if the queue was a bit longer, as they knew I'd probably still be quicker, and have time for a chat while doing that. When I worked customer service, people would ask or wait for me specifically. If I'm honest, that can sometimes feel as more of a curse than a blessing if you see that someone has sent an entire horde of colleagues your way because they had a good experience with them; "good work begets more work" goes the saying. But it always, in the end, flatters and keeps me going in what can be frustrating long days! That was a bit of shameless self-promotion, folks. Because I'm starting to look for new projects for 2025 (yes, really!). Want to tell me how I can help you? Or point you to people who can if I can't? Have a look at www.withinsight.pt or send me a message on here to have a virtual coffee or tea!

🏆 In case you missed it…  Some glowing 🌟 reviews from our brilliant valued customers over on G2 have helped Verint secure ‘leader’ status in several categories, including Contact Center Workforce, Social Customer Service 🤝 and Enterprise Feedback Management. Our customers are at the heart 💙 of everything we do, and their honest reviews mean the world – take a look at some of their kind words below! #G2 #CX #AI #CCaaS #OpenCCaaS

A Customer Success Manager recently shared a shocking part of their onboarding process: 🤯 “If we can’t map customer data during onboarding, we have to hire an outside consultant, and it takes days to get a revision.” This exposes a bigger issue: Onboarding needs both technical and business expertise, but bridging the gap between these teams takes time, leading to delays and frustrating back-and-forths. At Lume (YC W23), our AI solves this by understanding your data and automating the mapping work on the business and technical front—no consultants, no waiting. 👉 Want to see how it works? Book a demo in my profile. #dataonboarding #dataimplementation #customeronboarding

Our customers are the heartbeat of Verint. ❤️ Thanks to their honest reviews, Verint® has landed Leader awards in several categories on G2 this summer, including Contact Center Workforce, Social Customer Service, Enterprise Feedback Management, and more. 🎉 Here are some noteworthy excerpts: 💬 "[Verint Workforce Management] helps ensure the right people are in the right place at the right time, maximizing productivity and customer satisfaction." – Ashiq T., Customer Support Executive 💬 "Providing accuracy as well as promoting an effortless experience for our customers." – Heather F., Quality Monitoring Analyst 💬 “Verint is used across many organisations. That is why it is very easy to work with & minimal to zero change if you change your organisation too.” – Verified User Thank you all who left a review! Your trust, feedback, and unwavering support drive us to innovate and excel. Looking to write your own insights about Verint? You can do so here: https://lnkd.in/gazmt-pV

This week I had the pleasure of attending Frost and Sullivan’s Customer Contact East in Fort Lauderdale, Florida. The conference included presentations, roundtables and small group discussions with CX executives from a variety of industries. Here are some of my takeaways: ✨ There’s a lot of opportunity for service teams to use AI - not just with customer deflection. It can improve agent efficiency, reduce onboarding time, automate tedious processes, and reduce friendly fraud. The overall consensus is that AI won’t replace human support teams, but it may change the role of the service agent over time, becoming less focused on responding to inquiries and more focused on managing technologies. Some say this will be a benefit, creating more lucrative career paths for service professionals.    ✨ There continues to be a need to break down silos within organizations, with cross-departmental teams and communication. Customers feel ALL changes, whether it’s to website copy, product features, packaging, or payment processes. Not only do these changes impact service volume, agents are expected to speak to all of it. While frontline agents know the customer best, they are not being leveraged enough, if at all, during product creation or solution design. Ensuring your team has an outlet to convey their knowledge is key (but should still be viewed within the context of data). ✨ With the decline of the “third place” the need for a positive community at work has increased, but the number of employees who feel their company cares a lot about them has decreased. This is problematic because employee experience is correlated with customer experience. Attrition also costs businesses more than they think. As leaders, we have a tremendous impact on the lives of our employees, and can choose to trust our people, lead by example, care for the whole employee, and create a positive working environment. 

Had an awesome time chatting with Courtney LeBlanc the other week on all things related to using data to improve the customer experience. I learned a ton from chatting with her, but here are three things that stood out: 💟 Empathy has to be the foundation of support, especially for a product that deals with emotionally weighty topics. This starts with hiring for soft skills and is reinforced through brand guidelines and agent empowerment. 🔢 Granular data analysis is essential for identifying the key drivers of customer inquiries and proactively addressing them through product improvements, enhanced self-serve resources, and tailored support channels. ⏯ A tight-knit, collaborative relationship between support and other key functions like product and engineering allows for rapid iteration and meaningful enhancements to the customer experience. Was super super eye opening to see how a lean team can do so much, so quickly. read more here: https://lnkd.in/epX77XbF

Will you be there? Send me a message or put in a comment and let's catch up! Customer Success Collective #CustomerSuccess #thesuccessliving