Here’s how much I hate calling customer service: I wasted $120 over six months just to avoid calling AT&T to turn off data service on two iPads I was no longer using. Customer-service calls are excruciating. But what is the alternative? I asked an executive in the industry and he recommended … not calling. Instead, last week I opened Facebook, searched for AT&T, then tapped on the message button on its page. I typed: “Hi, I need to make a change to my AT&T Wireless plan. Can you help with that?” Lo and behold, they could. A service rep messaged me back, gathered my details and got me sorted. I never had to hunt for a human, repeat myself or endure a sales pitch. Many of us now spend more time communicating with family and friends over messaging apps than by voice. Why wouldn’t we expect the same from companies? The biggest shift in customer service since the 1-800 number is underway. About 20 million businesses now use Facebook Messenger each … [Read more...] about Hate to call customer service? Try texting instead
Customer service apps
Geoffrey A. Fowler, The Washington Post Published 10:33 am PDT, Thursday, August 9, 2018 Photo: Washington Post Photo By Geoffrey A. Fowler Image 1of/1 CaptionClose Image 1 of 1 A Facebook Messenger chat with AT&T helped our tech columnist fix a problem with his account. A Facebook Messenger chat with AT&T helped our tech columnist fix a problem with his account. Photo: Washington Post Photo By Geoffrey A. Fowler Want better customer service? Don't call. Text. 1 / 1 Back to Gallery All of our representatives are currently assisting other callers. Please stay on the line for two hours of saxophone samba and we'll answer your call at the exact moment you take a bathroom run. Here's how much I hate calling customer service: I wasted $120 over six months just to avoid calling AT&T to turn off data … [Read more...] about Want better customer service? Don’t call. Text.
/EIN News/ -- SEATTLE, May 31, 2018 (GLOBE NEWSWIRE) -- Skilljar, the leading customer training platform, today announced the launch of its app that extends Zendesk, Inc.’s cloud-based customer service platform. The integration enables mutual customers to seamlessly access Skilljar training activity next to support tickets on their Zendesk dashboard. Agents using the Zendesk interface can then provide more informed responses and target content recommendations, based on prior customer training activity in Skilljar. Skilljar's Zendesk App empowers customer service teams to: Quickly view customer training activity in Skilljar right on the Zendesk ticket sidebar Resolve issues faster by providing relevant and targeted training content to customers Reduce ticket volume through an integrated educational approach “We created the Zendesk app to further collaboration across customer service and training teams and give these teams the insights that they need to improve outcomes … [Read more...] about Skilljar Launches Zendesk App to Empower Customer Service Teams with Training Insights
Florida Power & Light Co. is using lessons learned from 2017’s Hurricane Irma in its 2018 storm season preparations, CEO Eric Silagy announced Thursday at FPL’s annual hurricane drill.FPL had issues delivering customer service after Irma; failed to provide accurate information about power restoration to homeowners and businesses; and faced public criticism for not restoring power earlier to a Hollywood nursing home that wasn’t on Broward County’s priority restoration list.“We’re going to incorporate those learnings to make ourselves even better,” said Silagy, during an afternoon news conference with Gov. Rick Scott.The Juno Beach-electric utility simulated a Category 2 storm at its command center in Riviera Beach to be ready for the hurricane season, which runs from June 1 through Nov. 30.Silagy said FPL’s nearly $3 billion investment to upgrade the grid over the past decade was worth it, as evidenced by less equipment damage in Irma. … [Read more...] about FPL says it’s applying ‘lessons learned’ about customer service, communications for 2018 hurricane season
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