Monthly Archives: May 2016

When online Live Chat (as a support channel) goes wrong.

Posted on May 22, 2016 by Steve Kozel

Larger companies use a variety of channels for supporting clients with assistance for sales, support, product questions. Many ecommerce companies push a high volume/low touch approach, where email, twitter and online chat as support dominate their lineup of tools. Smaller … Continue reading →

Posted in Operational Excellence, Service Excellence | Comments Off on When online Live Chat (as a support channel) goes wrong.

Yelp, Facebook, Urban Spoon and other ratings services can drive improvement and profits.

Posted on May 19, 2016 by Steve Kozel

Ratings services like Yelp – They are flawed .. you may hate them .. you may love them, but they can indirectly drive profitability, process and service improvements – so listen up! Yelp and others know that companies do their … Continue reading →

Posted in Business - Best Practices, Marketing - Web, Operational Excellence | Leave a comment