Category: Customer service

Knowledge Base

The Importance of a Robust Knowledge Base

A robust knowledge base can help your organization deliver an outstanding customer experience, improve internal efficiency, and even increase profits. Today's customers try self-help first, and an intuitive knowledge base lends the support they need to continue doing business with...

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HIPPA Compliance

The Importance of HIPAA Compliance in Customer Service

HIPAA compliance is critical for customer service teams in the healthcare industry. Patient confidentiality is not only good business, it’s federally mandated, so failing to meet HIPAA requirements can cost your organization customers or even cause serious legal issues. Here’s...

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SLA Service Level Agreement

Understanding SLAs: Service Level Agreements

Understanding an SLA, Service Level Agreement, is extremely important when providing excellent customer service. Service-based businesses should constantly be thinking about how to satisfy their customers’ needs. To do this you have to know what your customers’ expectations are and...

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What’s the Value of Good Customer Experience?

Have you ever put a dollar amount to a good customer experience? It turns out good customer service is worth a lot. Studies show that organizations that focus on customer experience receive a 4-6% revenue increase as compared to competitors....

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For Quality Service You Need More Than a Portal

You’ve probably used a customer portal. No, not a gateway to some distant galaxy, but a place on a website where customers have private secure access to services and information they need.  If you’re like many of the organization’s we...

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