If you're in the customer experience industry, you are sure to have considered attending KnowledgeNow 2017 hosted by ServiceNow this week in Orlando. This weeks conference is known for bringing together IT, Customer Service, HR and Security professionals to connect with industry peers and learn about new topics and technologies.
KnowledgeNow 2017 has 18 customer service customer speakers and over 25 customer service-specific sessions, including sessions titled providing next generation customer service, automating customer service, and deliver an outstanding customer experience.
If you weren’t able to attend this year's conference make sure to check out their live stream of the event!
With the customer service track headlined “customer service at lightspeed”, I wanted to provide a few of my own tips for providing fast and efficient customer service.
- Make your enterprise approachable to your customers - communication shouldn’t be a chore for your customers, break down the barriers for your customer to reach your customer support representatives
- Speed up chat with a call - offer seamless escalation from channel to channel with omnichannel contact center technology
- Use live collaboration tools - With live collaboration tools, agents can proactively engage with customer to improve their experience. For example, co-browsing allows the customer to share their screen in real-time with a live agent.