Tag Archives: customer support


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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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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The Good, the Bad, and the Ugly in Customer Service.

I can’t tell you how many times I have gone to mega stores, utility providers, websites, or food chains and been dished up an open handed customer service slap. Horrible customer service isn’t just painful….it’s bad business! We recently asked when is it the proper time to swear at your customers in a video made at...
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