The way customers interact with businesses has changed rapidly since the world has gone into a global lockdown. This means that organizations have had to pivot their business and marketing strategies. Customers have more time to evaluate their purchases now and therefore are becoming increasingly diligent about researching products and services before buying. The most powerful source of product understanding is customer feedback, which has become even more accessible now as online reviews are growing in power and number.

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There is a good chance that if patients have chosen to engage in telehealth services, they have done so due to its overall convenience. Though the level of patient care is most important, customer service plays an integral role in patient retention. This is a key metric to consider when looking at the continued growth of telehealth services across North America.

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Customer service witnessed many significant changes throughout the year 2019 and the dynamic nature of customer expectations has kept businesses on their toes. Survey predictions made in 2013 said that by 2020 customer experience would overtake price and product as the key distinguishing factor in a brand. More recent surveys support this prediction. The following are some of the top expected trends for the year 2020:

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The value of IT Service Management has largely been recognized over recent years. It plays a major role in improving organization functions and opens up new possibilities for development. Because ITSM is very much influenced by technological innovations, it has experienced many changes over the past year. Giva has compiled a list of upcoming trends and changes affecting ITSM in 2020:

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Customer service (CS) is becoming one of the biggest differentiators between successful and unsuccessful businesses. More specifically, there has been a rising focus on CS on social media and its effectiveness in increasing revenue. For this reason, many events this year have decided to focus on the digital customer journey. Below is a list of upcoming CS events for 2020.

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Customer service (CS) is becoming one of the biggest differentiators between successful and unsuccessful businesses. More specifically, there has been a rising focus on CS on social media and its effectiveness in increasing revenue. For this reason, many events in 2019 have decided to focus on the digital customer journey. Below is a list of upcoming CS events for 2019.

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A service level agreement (SLA) is a contract between a business and its customer outlining the details that the two parties have agreed to in a transaction. The types of SLAs that an organization can use depends on many significant aspects. While some are targeted at individual customer groups, others discuss issues relevant to entire companies. This is because the needs of one user differ from those of another. Below is a list of the types of SLAs used by businesses today, and how each one is utilized for specific situations:

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The effective implementation of Knowledge Management (KM) can reap great rewards. A decrease in expenses will take place even if an increase in revenue does not occur. However, the reality is that not all businesses are capable of building successful KM databases and most of their issues lie with organizational culture. Here are seven best practices in organizational culture that can help in ensuring a lucrative KM initiative:

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Traditional customer service was very simple. A customer would visit or call the vendor, ask for assistance and that was that. But things have changed. Today, CS points of contact are numerous, more distant and require much more maintenance. However, the one element that has remained a constant all throughout these changes is the end-goal; customer satisfaction. Consequently, businesses are always looking for new ways to further develop their newly digital customer service systems. Listed below are four ways which can make this possible:

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