{"id":36168,"date":"2019-07-17T11:36:43","date_gmt":"2019-07-17T11:36:43","guid":{"rendered":"https:\/\/www.talentlms.com\/ebook\/outstanding-customer-service-expert-tips\/introduction"},"modified":"2024-08-13T10:24:32","modified_gmt":"2024-08-13T10:24:32","slug":"introduction","status":"publish","type":"ebooks","link":"https:\/\/www.talentlms.com\/ebook\/outstanding-customer-service-expert-tips\/introduction","title":{"rendered":"Introduction"},"content":{"rendered":"<div class=\"wp-bootstrap-blocks-container container-fluid mb-2 container-1400\">\n\t\n    <div class=\"ebook-content-sidebar wp-block-talent-ebook-content-sidebar\">\n        <div class=\"ebook-content-sidebar__breadcrumbs\">\n            <ol itemscope itemtype=\"https:\/\/schema.org\/BreadcrumbList\">\n                <li itemprop=\"itemListElement\" itemscope itemtype=\"https:\/\/schema.org\/ListItem\">\n                    <a href=\"https:\/\/www.talentlms.com\/ebooks\">eBooks<\/a>\n                    <meta itemprop=\"position\" content=\"1\" \/>\n                    <meta itemprop=\"name\" content=\"eBooks\" \/>\n                    <meta itemprop=\"item\" content=\"https:\/\/www.talentlms.com\/ebooks\" \/>\n                <\/li>\n                <li itemprop=\"itemListElement\" itemscope itemtype=\"https:\/\/schema.org\/ListItem\">\n                    <a href=\"https:\/\/www.talentlms.com\/ebook\/outstanding-customer-service-expert-tips\">How to Achieve Outstanding Customer Service<\/a>\n                    <meta itemprop=\"position\" content=\"2\" \/>\n                    <meta itemprop=\"name\" content=\"How to Achieve Outstanding Customer Service\" \/>\n                    <meta itemprop=\"item\" content=\"https:\/\/www.talentlms.com\/ebook\/outstanding-customer-service-expert-tips\" \/>\n                <\/li>\n                <li itemprop=\"itemListElement\" itemscope itemtype=\"https:\/\/schema.org\/ListItem\">\n                    <span class=\"current\">Conclusion: The Future of Customer&#8230;<\/span>\n                    <meta itemprop=\"position\" content=\"3\" \/>\n                    <meta itemprop=\"name\" content=\"Conclusion: The Future of Customer Experience\" \/>\n                    <meta itemprop=\"item\" content=\"https:\/\/www.talentlms.com\/ebook\/outstanding-customer-service-expert-tips\/future-of-customer-experience\" \/>\n                <\/li>\n            <\/ol>\n        <\/div>\n        <!-- \/.ebook-content-sidebar__breadcrumbs -->\n\n        <div class=\"ebook-content-sidebar__sidebar\">\n            <nav class=\"ebook-content-sidebar__nav\"><div class=\"ebook-content-sidebar__title\">Table of contents<\/div><div class=\"ebook-content-sidebar__title-ebook\">How to Achieve Outstanding Customer Service<\/div><ul><li  class=\"current\"> <a href=\"https:\/\/www.talentlms.com\/ebook\/outstanding-customer-service-expert-tips\/introduction\"> 01. Introduction <\/a> <\/li><li > <a href=\"https:\/\/www.talentlms.com\/ebook\/outstanding-customer-service-expert-tips\/surveymonkey\"> 02. SurveyMonkey: High-quality customer service based on emotional intelligence and the right data <\/a> <\/li><li > <a href=\"https:\/\/www.talentlms.com\/ebook\/outstanding-customer-service-expert-tips\/wrike\"> 03. Wrike: Cross-functional collaboration equals happy customers <\/a> <\/li><li > <a href=\"https:\/\/www.talentlms.com\/ebook\/outstanding-customer-service-expert-tips\/piesync\"> 04. PieSync: Training customer service staff with a story <\/a> <\/li><li > <a href=\"https:\/\/www.talentlms.com\/ebook\/outstanding-customer-service-expert-tips\/miro\"> 05. Miro: Customer service as a natural talent <\/a> <\/li><li > <a href=\"https:\/\/www.talentlms.com\/ebook\/outstanding-customer-service-expert-tips\/zapier\"> 06. Zapier: Motivating a fully remote customer service team <\/a> <\/li><li > <a href=\"https:\/\/www.talentlms.com\/ebook\/outstanding-customer-service-expert-tips\/future-of-customer-experience\"> 07. Conclusion: The Future of Customer Experience <\/a> <\/li><\/ul><a href=\"#\" class=\"ebook-content-sidebar__btn-close\"> <svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n                    <path d=\"M14.2504 3.75L3.75037 14.25M3.75037 3.75L14.2504 14.25\" stroke=\"black\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n                    <\/svg> Close<\/a><\/nav>        <\/div>\n        <!-- \/.ebook-content-sidebar__sidebar -->\n\n         <div class=\"ebook-content-sidebar__content\">\n\n            <div class=\"ebook-content-sidebar__content-intro\">\n                <h1>Conclusion: The Future of Customer Experience<\/h1>                <div class=\"ebook-content-sidebar__intro-text\">Remember when the only way to reach a customer service representative was by phone? Well, those days are long gone. Today there are phones, emails, tickets, chats, chatbots; there\u2019s a whole world of technologies patiently waiting to improve customer satisfaction.<\/div>            <\/div>\n            <!-- \/.content__intro -->\n\n            <div class=\"ebook-content-sidebar__content-intro-cols\">\n                <div class=\"ebook-content-sidebar__content-intro-col\">\n                    <div class=\"ebook-content-sidebar__share\"><span class=\"ebook-content-sidebar__share-title\">Share:<\/span><a href=\"https:\/\/twitter.com\/intent\/tweet?text=https:\/\/www.talentlms.com\/ebook\/outstanding-customer-service-expert-tips\/introduction\" target=\"_blank\" title=\"Share on Twitter\" aria-label=\"Share this post on Twitter\"><svg width=\"16\" height=\"16\" viewBox=\"0 0 16 16\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n        <path d=\"M9.39634 6.85148L14.8604 0.5H13.5656L8.82115 6.0149L5.03181 0.5H0.661255L6.39148 8.8395L0.661255 15.5H1.95613L6.96634 9.67608L10.9682 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16.4954M5.84052 15.8553C5.97612 15.9163 6.11391 15.9733 6.25373 16.0262M3.50445 14.1906C3.60697 14.2993 3.71276 14.4048 3.82166 14.5071M1.97456 11.7484C2.03072 11.8967 2.09154 12.0427 2.15683 12.1862M1.50377 9.37897C1.4989 9.2229 1.49891 9.06585 1.50377 8.90955M1.96913 6.55285C2.0243 6.40624 2.08402 6.26185 2.14811 6.11985M3.49205 4.10942C3.60055 3.99385 3.71273 3.8818 3.82841 3.77343\" stroke=\"black\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n                            <path d=\"M10.125 9C10.125 9.6213 9.6213 10.125 9 10.125C8.3787 10.125 7.875 9.6213 7.875 9C7.875 8.3787 8.3787 7.875 9 7.875M10.125 9C10.125 8.3787 9.6213 7.875 9 7.875M10.125 9H12M9 7.875V4.5\" stroke=\"black\" stroke-width=\"1.5\" stroke-linecap=\"round\"\/>\n                            <path d=\"M16.5 9C16.5 4.85786 13.1421 1.5 9 1.5\" stroke=\"black\" stroke-width=\"1.5\" stroke-linecap=\"round\"\/>\n                            <\/g>\n                            <defs>\n                            <clipPath id=\"clip0_376_6011\">\n                            <rect width=\"18\" height=\"18\" fill=\"white\"\/>\n                            <\/clipPath>\n                            <\/defs>\n                            <\/svg>1 min read                    <\/div>\n                    <!-- \/.ebook-content-sidebar__estimated-read-time -->\n                <\/div>\n                <!-- \/.ebook-content-sidebar__content-intro-col -->\n            <\/div>\n            <!-- \/.ebook-content-sidebar__content-cols -->\n\n            <div class=\"ebook-content-sidebar__featured-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"580\" src=\"https:\/\/www.talentlms.com\/wp-content\/uploads\/2019\/07\/outstanding-customer-service-ebook-1-1024x580.png\" class=\"attachment-large size-large wp-post-image\" alt=\"\" srcset=\"https:\/\/www.talentlms.com\/wp-content\/uploads\/2019\/07\/outstanding-customer-service-ebook-1-1024x580.png 1024w, https:\/\/www.talentlms.com\/wp-content\/uploads\/2019\/07\/outstanding-customer-service-ebook-1-300x170.png 300w, https:\/\/www.talentlms.com\/wp-content\/uploads\/2019\/07\/outstanding-customer-service-ebook-1-768x435.png 768w, https:\/\/www.talentlms.com\/wp-content\/uploads\/2019\/07\/outstanding-customer-service-ebook-1-1400x793.png 1400w, https:\/\/www.talentlms.com\/wp-content\/uploads\/2019\/07\/outstanding-customer-service-ebook-1-678x384.png 678w, https:\/\/www.talentlms.com\/wp-content\/uploads\/2019\/07\/outstanding-customer-service-ebook-1-880x499.png 880w, https:\/\/www.talentlms.com\/wp-content\/uploads\/2019\/07\/outstanding-customer-service-ebook-1-200x113.png 200w, https:\/\/www.talentlms.com\/wp-content\/uploads\/2019\/07\/outstanding-customer-service-ebook-1.png 1500w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/div><!-- \/.ebook-content-sidebar__featured-image -->\n            <div class=\"ebook-content-sidebar__main-content\">\n\n<p>What\u2019s more interesting is that, <strong>nowadays, companies don\u2019t invest in just one channel to establish healthy communication with the customer<\/strong>.<\/p>\n\n\n\n<p>Because customers today might want to ask a simple question on the phone, and request the full explanation via email. This is the state of customer service: the combination of different media to create a whole system ready to please the customer.<\/p>\n\n\n\n<p>But something seems to be off.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-customer-satisfaction-in-a-downturn\">Customer satisfaction in a downturn<\/h2>\n\n\n\n<p>According to <a href=\"https:\/\/www.livechatinc.com\/resources\/reports\/\" target=\"_blank\" rel=\"noopener\">a series of annual reports conducted by LiveChat<\/a>, customer satisfaction is not performing that great. After analyzing data from 25,000 companies across 19 industries that use live chat and tickets, the LiveChat team found that customer satisfaction is steadily collapsing.<\/p>\n\n\n\n<p><strong>To get an idea, in 2014, customer satisfaction scored 87.05%. In 2018, just 4 years later, the number was slightly higher than 82%.<\/strong><\/p>\n\n\n\n<p>Someone could argue that this screams how dissatisfied customers are with customer service, and the pool of ideas on how to improve customer satisfaction is now dry. But this isn\u2019t exactly the case. It might only mean that customer expectations are changing. Because customers today expect more.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-there-are-always-exceptions\">There are always exceptions<\/h2>\n\n\n\n<p>But despite this dive, there are still companies whose outstanding customer service departments have upped their game by doing some pretty impressive work when communicating with their customers.<\/p>\n\n\n\n<p>In this book, we got in touch with five of the most dynamic tech companies. We delved into their customer support strategy, the way they <a href=\"https:\/\/www.talentlms.com\/solutions\/employee-training-software\">train their employees<\/a>, and we learned all the tricks they use to keep their team motivated.<\/p>\n\n\n\n<p>In the first 5 chapters of this eBook, you\u2019ll learn how SurveyMonkey, Wrike, Miro, PieSync, and Zapier<strong> improved their customer experience training and processes to offer their customers a truly excellent experience.<\/strong><\/p>\n\n\n\n<p>In the eBook\u2019s conclusion, <strong>customer experience futurist Blake Morgan gives us her take on where customer experience is going<\/strong>. She reveals the future of customer service, the importance of customer satisfaction, the impact of technology and AI, as well as essential <a href=\"https:\/\/www.talentlms.com\/library\/collection\/customer-service-essentials\/\" target=\"_blank\" rel=\"noopener\"><strong>customer service training<\/strong><\/a> ideas and tips.<\/p>\n\n<\/div>\n                       \n            \n            <div class=\"ebook-content-sidebar__footer-cols\">\n                <div class=\"ebook-content-sidebar__footer-col\">\n                    <div class=\"ebook-content-sidebar__share\"><span class=\"ebook-content-sidebar__share-title\">Share:<\/span><a href=\"https:\/\/twitter.com\/intent\/tweet?text=https:\/\/www.talentlms.com\/ebook\/outstanding-customer-service-expert-tips\/introduction\" target=\"_blank\" title=\"Share on Twitter\" aria-label=\"Share this post on Twitter\"><svg width=\"16\" height=\"16\" viewBox=\"0 0 16 16\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n        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17.6095 5.60663C16.3964 3.50532 13.7094 2.78535 11.6081 3.99854L9.70851 5.09524M10.2914 14.9048L8.39186 16.0015C6.29053 17.2148 3.60356 16.4948 2.39037 14.3934C1.17717 12.2921 1.89714 9.60512 3.99846 8.39198L5.898 7.29524\" stroke=\"black\" stroke-width=\"1.5\" stroke-linecap=\"round\"\/>\n        <\/svg><\/a><\/div>                <\/div>\n                <!-- \/.ebook-content-sidebar__footer-col -->\n                <div class=\"ebook-content-sidebar__footer-col\">\n                    <a class=\"ebook-content-sidebar__next-chapter\" href=\"https:\/\/www.talentlms.com\/ebook\/outstanding-customer-service-expert-tips\/surveymonkey\"><span>SurveyMonkey: High-quality customer service based on emotional intelligence and the right data<\/span><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n                <path d=\"M12 21.5C7.52166 21.5 5.28249 21.5 3.89124 20.1088C2.5 18.7175 2.5 16.4783 2.5 12C2.5 7.5217 2.5 5.2825 3.89124 3.8912C5.28249 2.5 7.52166 2.5 12 2.5C16.4783 2.5 18.7175 2.5 20.1088 3.8912C21.5 5.2825 21.5 7.5217 21.5 12C21.5 16.4783 21.5 18.7175 20.1088 20.1088C18.7175 21.5 16.4783 21.5 12 21.5Z\" stroke=\"currentColor\" stroke-width=\"1.5\"\/>\n                <path d=\"M16 12L8 12M16 12C16 12.7002 14.0057 14.0085 13.5 14.5M16 12C16 11.2998 14.0057 9.9915 13.5 9.5\" stroke=\"currentColor\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n                <\/svg><\/a>                <\/div>\n                <!-- \/.ebook-content-sidebar__footer-col -->\n            <\/div>\n            <!-- \/.ebook-content-sidebar__footer-cols -->\n\n            <div class=\"ebook-content-sidebar__sticky-pagination\">\n                <div class=\"sticky-buttons\">\n                    <a href=\"#\" class=\"toggle-toc ebook-content-sidebar__toc-trigger\"><svg width=\"20\" height=\"20\" viewBox=\"0 0 20 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n                    <path d=\"M3.33334 4.1665H16.6667\" stroke=\"white\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n                    <path d=\"M15 10H5\" stroke=\"white\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n                    <path d=\"M6.66666 15.8335H13.3333\" stroke=\"white\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n                    <\/svg> <span>Table of Contents<\/span><\/a>\n                    <a href=\"\" class=\"download-ebook\"><svg width=\"20\" height=\"20\" viewBox=\"0 0 20 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n                <path d=\"M2.08334 10.0002C2.08334 6.26821 2.08334 4.40224 3.24271 3.24286C4.40209 2.0835 6.26806 2.0835 10 2.0835C13.7319 2.0835 15.5979 2.0835 16.7573 3.24286C17.9167 4.40224 17.9167 6.26821 17.9167 10.0002C17.9167 13.7321 17.9167 15.5981 16.7573 16.7575C15.5979 17.9168 13.7319 17.9168 10 17.9168C6.26806 17.9168 4.40209 17.9168 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