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...]
