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Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
Customer service is the assistance and advice provided by a company to its customers. It can be done in person, online, or by automated means, such as AI chatbots or IVR. Learn more about customer service metrics, strategies, and challenges.
Learn about the definition, scope and skills of customer support, a range of services to assist customers in using a product. Find out how to offer web-based assistance via phone, email, chat and other tools.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
Customer knowledge is the information needed, created and absorbed during the exchange between customers and enterprise. It can be classified into different types, such as knowledge about, for and from customers, or behavioural and attitudinal knowledge.
A service system is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers. Learn about the history, usages, and criteria of service systems from various literature and sources.
Technical support is a customer service that advises and assists users with technical products. It can be done online, by phone, or through chat, and it can be outsourced or in-house. Learn about the different tiers of technical support and their roles and responsibilities.
Learn about the definition, dimensions, realms, and design of customer experience, the totality of customer responses during all stages of the consumption process. Find out how customer experience differs from customer service and customer satisfaction, and how it affects loyalty and brand value.