Tag Archives: customer service


Koodo Mobile is Killing it. Here’s Why.

A recent TechVibes article about Koodo Mobile, Canada’s most recommended telecom, sparked my interest. Koodo seems to have figured out the magic formula — they  are providing amazing customer self-service, with 99.6% of customers find answers in their customer community (seriously). This ridiculous self-service rate is allowing Koodo to increase their call deflection by 44% year-over-year....
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Community Delivers on the Promise of CRM

The promise of CRM was to allow businesses and customers to form better relationships — hence the name Customer Relationship Management. But did it deliver? Rahul Sachdev, Get Satisfaction CEO and Siebel veteran, argues no in his Fireside Chat on the state of community last week (watch the replay and discuss the subject with Rahul...
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The Customer Support Black Hole

This cartoon is the fifth and final in our series of Community Management cartoons  we posted all week. Revisit the first, second, third, and fourth here!  Who are we kidding? Treating each support request as a one-off conversation is a waste of time, money, and customer goodwill. Yes, there are some questions that require a...
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Customers Want Conversation, Not Tickets

This cartoon is the fourth in our #CMAD inspired community management cartoons. Check back tomorrow for the 5th and final one! When people have questions, feedback, ideas, or problems with your products or services, the last thing they want is to feel like a number at the end of your queue. Engage your customers in...
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Customer Experience: A How NOT To Guide [Cartoon]

This cartoon is the third in a series of Community Management cartoons we’ll be posting every day this week. You can view the first and the second here, and be sure to check back in tomorrow for the fourth! Who are we kidding? Today’s customers don’t knit, and they’re certainly not this patient. They no longer have to...
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