It is the first week of October, also known as Customer Service Week 2018! Designed to celebrate the importance of customer service as well as provide organizations with an excuse to honor service reps, Customer Service Week also serves as a reminder to seek … [Read more...]
Treating Every Day Like a Holiday – #12DaysofHCM
The holidays are often a time for reflection—what we’re grateful for, who we’re fortunate to have in our lives, and how we can make a greater difference in the lives of others.At Ultimate Software, we have our annual tradition of the Angel Tree, where we … [Read more...]
Partnering with the Miami HEAT to Make a Difference – #12DaysofHCM
In September, Ultimate Software announced a multi-year partnership with the National Basketball Association’s Miami HEAT that encompasses fan experience, joint community outreach, charitable giving, and the Ultimate logo on HEAT jerseys beginning this … [Read more...]
Three 2018 Customer Service Trends – #12DaysofHCM
As rapid technological advancements continue to redefine the B2B and B2C landscape, organizations are experimenting with various strategies to optimize efficiency and cost. This has understandably carried over to customer service; machine learning and natural … [Read more...]
In a World of Chatbots, People are Still Your Biggest Asset
It’s been said that 2017 is “The Year of the Chatbot” and many organizations are heavily investing in bots to assist retail, marketing, and customer support efforts. These AI-powered technologies have the potential to significantly reduce labor costs, and … [Read more...]
Customer Onboarding: Why It Matters & How Companies Can Excel
Customer onboarding.It’s an integral part of customer support that’s, unfortunately, often overlooked. Once the sale is finalized and customers are “in”—particularly with recurring-revenue platforms like SaaS (software as a service)—there’s a tendency to … [Read more...]
The High Cost of Low Service
A couple weeks ago, I discussed the importance of customer service and shared Kelton’s 2016 findings that nearly 7 out of 10 HR decision makers reported they’ve regretted their HCM provider choice, predominantly due to poor service. The study concluded that … [Read more...]
Service: It’s More Important Than You Think
As Ultimate Software’s Chief Services Officer, my views on the importance of service might seem slightly biased. In an industry as innovative and fast-paced as HCM technology, there’s a tendency to focus on the newest pioneering solutions—and these powerful … [Read more...]
Collaborative Support: The Ultimate Difference in Service
In a recent post, titled “A ‘People First’ Approach to Customer Service,” we touched upon several factors that make Ultimate Software’s support different, noting Ultimate’s 97% customer retention rate and 95% customer satisfaction rate. Ultimate received … [Read more...]
