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want to help, can't always help

Customer 15 :: CPW love You’ve just been given a BlackBerry from work and on your way home on the train you try to set up email on it. You do a search on the internet and miraculously find some...

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understanding how we can help

I am trying to get to grips with understanding how ‘help and support’ fits in with the whole customer retention equation: customer buys phone and then what? Well, hopefully, if you’re me you’ll have a...

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mind the gap

I’ve been tweeting for a few weeks only now and following for the most part businesses that are tweeting (attempts at twittersquatting aside), particularly those tweeting from a customer service, help...

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online customer service interview with Econsultancy

Here’s a link to an interview I did with Econsultancy on online customer service at Carphone Warehouse. …talked with Guy about how Carphone Warehouse provides help and support to its customers online,...

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help guides and me…boring

I came across a tweet this morning which had a link to a couple of great articles by Mike Hughes on user assistance and manuals. Straight Talk: Surviving Tough Times as a User Assistance Writer User...

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What effect – social media on customer service?

The customer service paradigm as we know it is being gradually eroded away by the forces of social media. It is being pulled outwards, away from the company and into the hands of customers themselves....

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Help is at hand…

This post is a first, actually it’s a second, but I put that down to the perils of a beginner. I somehow deleted my first attempt at a blog on the move. I have been using an iPhone for about two weeks...

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My first 'boo'– help signposts

I recorded my first ‘boo’ (Audioboo) the other day – Help signposts. This ‘boo’ is about help signposts and how sometimes we expect a lot of our customers when they go onto a web site without perhaps...

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Getting an answer to a problem is more to do with luck than science

I’m a customer with a problem looking for an answer online, but not necessarily knowing the question to ask, nor the language (jargon) to use, nor the most effective channel by which to ask the...

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Don’t overlook help and support content

A few months after starting the role I am currently in, I started thinking about help and support content. Up until that point in what passes for my career, I had for the most part worked mainly in...

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