Delivering analysis and trends for the customer care community

Blog

The WDS blog delivers analysis into some of the key trends shaping the customer service experience, providing valuable insight for the customer care community.

The self-care fall back paradox and customer effort

The self-care fall back paradox and customer effort

Customers who had to engage with a care channel more than three times in any six month period were x6 more likely to be at risk of switching brands Tweet lang: en_US With organizational demands, evolving customer expectations and a generational shift, it is unsurprising that many companies have jumped to embrace digital, self-service care … Continued

How to simplify your social engagement activities

How to simplify your social engagement activities

Only with a deep and scientific approach to data analysis can social media data inform valuable, actionable customer insights  Tweet lang: en_US This year WDS, A Xerox Company, took part in the Xerox Simple@Work event, where we presented Empath, a product that simplifies social engagement. First, Jon Balcerek, Product Manager at WDS, highlights the trust-building opportunities for the … Continued

Will EE’s paid-for support option open the flood gates for experimentation?

Will EE’s paid-for support option open the flood gates for experimentation?

The need to innovate and explore smarter, leaner approaches to customer care has never been greater. Tweet lang: en_US We've all bandied around difficult questions that challenge the status quo of customer care and the ability to charge customers for a premium customer care service has long been one of them. However, with change comes … Continued

Are you armed with the information you need to say yes to innovation?

Are you armed with the information you need to say yes to innovation?

Innovative ideas often can’t be supported as management lack the confidence, the appropriate guarantees and forecasts, that they need to say yes. Tweet lang: en_US In an effort to balance customer care costs and performance, more often than not innovation gets left by the way side. Without a compelling business case innovations are, at their … Continued

The next generation of Customer Care

The next generation of Customer Care

Today almost 30% of customers using online self-care tools are unable to get the support they need. With digital self-care channels becoming a staple in the modern customer care mix, it’s time to embrace more advanced technologies and enable these channels to work harder for customers.