Interview: Customer Service Experts- In Depth Look on How Customer Service Leaders Manage Critical Events

Read the Interviews: Expert opinions on weathering the storm during high customer traffic, the biggest support related challenges, and advice from service and support veterans with over 20 years of experience. View the interviews now from Dave Hare, SVP of Customer Success; Garry Schultz, Customer Success Executive; and Bill Rose, Founder of the Service & Support Professionals Association (SSPA) and Bill Rose, Inc.  David Hare, is currently SVP Customer Success at OoYala. He has over 30 years of experience building, designing, and managing world-class service delivery organizations. Garry Schultz is a Customer Success Executive of 20+ years, focused in the international B2C and B2B software market. He has moved the bar forward with AVG Technologies, Blackberry, and Intuit.  Bill Rose has 40 years in the technology services industry, having held every position from field service rep to software support engineer to service management and finally service executive. He founded the Service & Support Professionals Association (SSPA), which is now Technology Services Industry Association (TSIA), and is the founder of Bill Rose, Inc. If you missed our last editions, you can still read How Stand Out Brand Weather the Storm During Critical Spikes in Customer Traffic, as well as the Infographic: Insider Metrics on how Virtual Assistants help manage customer traffic peaks.

Dave Hare, Senior Vice President of Customer Success at OoYala. Garry Schultz, Customer Success Executive with 20+ years of experience. Bill Rose, Service Executive, Founder of the Service & Support Professionals Association (SSPA) and Bill Rose, Inc.

noHold Customers Ranked Higher in Customer Satisfaction!

Clients leveraging customer-facing Virtual Agent technologies for self-service (such as Webroot and AVG) lead the security software industry in customer satisfaction (CSAT), with Net Promoter Scores (NPS) of 59% and 33%. The graph shown below is courtesy of Webroot, a leader in the security software industry and was featured on the homepage of their website; http://www.webroot.com/us/en/  

Congratulations to Webroot and AVG for outperforming the competition in customer satisfaction. Kudos!

An Expert View of Customer Service with the VP of Global Customer Care for AVG

I just found a great interview from Garry Schultz, the VP of Global Customer Care for AVG. I retrieved this interview via IWantItNow.
Find out what Garry has to say about all things customer service. He gives his expert opinion on customer service via social media, all the way to self-service customer service.
Click here to read the entire interview.

Fun Fact: 
Garry is not just an expert on all things customer service. He is also a very talented guitar player. Here is a video of Garry playing the guitar with Albert, the Virtual Agent.

Video Here 

Cheers!

Throwback Thursday: AVG and "Award-Winning"

In light of Throwback Thursday, we thought it would be a good time to bring back some Customer Feedback Friday blogs. "Award-Winning" would have to be one of my favorite blogs. Here is a small snippet from the blog:  “According to leading analyst firms and industry associations, the core component of an award winner is to tell a story. The story has to begin with challenges, and the judges should be able to visualize themselves in the story. The next portions should include: your approach to solve the problem; what did you do; and a results statement. In summary, to have a compelling story the critical success factors are: a great beginning, good rhythm and pacing, and a great conclusion. The conclusion should not be that you reached 'nirvana' but that something significant happened, and there is still work to be done.” Check out the entire blog by clicking on the link above.

I also wanted to share with you a more recent quote from a valued noHold customer.

“The use of noHold technology for both sales and support has resulted in a cleaner, enhanced Customer journey and is a revenue generator. We are pleased with the Customer Satisfaction rating the v-agent sustains. We continue to add new domains as we release additional products and services.” 

  - Garry Schultz, AVG, VP of Customer Care

Cheers!