Biographical Information

Articles by Mike Hennessy

Voice Of The Customer: The New Digital Frontier

The Internet has permanently changed the dynamics of customer interaction. The digital landscape we are all immersed in on a daily basis has become more complex and multifaceted. Today's enterprises must be able to deliver answers and information to customers quickly and effectively across multiple self-service and assisted channels 24x7. Are consumers more empowered than ever before? Does this new reality present a challenge for the enterprise? The answer on both counts is yes. . . .

Excellence in Multichannel Customer Service

Over the past few years, it has become an undisputable fact that consumers are going online for information more than ever. The good news is that in this multichannel world, there are methodologies, technologies and best practices that are proven to transform the quality of the online customer experience. Delivering a problem-free multichannel customer experience begins by getting online self-service right. If you're among the 92% of companies who are offering a less-than-stellar customer experience, odds are your multichannel self-service experience is the cause of the problems—and THIS is where you need to focus your improvement efforts. But how do you get there? . . .

Using Content to Improve Customer Service

Customers want answers to their questions and they want them fast. When a customer has a simple question, they don't want to search through pages and pages of content on a company's website to find their answer. Unfortunately this is generally the case on most company websites, creating an overall poor online customer experience. Using virtual agent software can help improve customer service by answering the customer's question without making them waste time searching through content. . . .

Seven Realities of Online Self-Service

"Forrester Research says e-business leaders must dramatically revitalize the self-service experience offered on customer-facing websites in 2012, just to keep pace with evolving consumer expectations. There are seven key realities of modern online service that expose the gap between customer expectations and website performance, and how you can take steps to close that gap starting now. Customer satisfaction with today's most common Web self-service features is abysmal and getting worse. In 2011, only 51% of consumers who used online help sections or FAQs for self-service were satisfied, down from 56% in 2009. As more companies rectify this by deploying next-generation self-service solutions and virtual agents, fewer customers will tolerate antiquated self-service help tools online. . . ."

Eight Reasons For Better Online Self-Service

Is 2012 the year that virtual assistant technology and other forms of next-generation online self-service dominate the customer service landscape? In this article, we'll explore the topic of online self-service and provide you with eight compelling reasons for why we think it's time for online self-service to shine. Let's first ensure we have a solid understanding of online self-service. Online self-service is about ensuring your customers can get the answers to their questions directly. . . .