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Field service

Field service has tremendous power to make or break customer experiences. Organizations with field service components need insight on large-scale trends and shifts in customer needs and perceptions. Emerging information from The Service Council (TSC) field service research study is a must-read for any service-centric brand interested in improving customer experiences. As of this writing,[…]

Today’s brands grapple with an ever-increasing proliferation of customer comments online. However, customer experience leaders know that feedback customers provide is only the proverbial “tip of the iceberg” in a sea of customer sentiment. In a 2014 research study, CX Act revealed that more than half of people do tell others about customer contact experiences.[…]

Most of us intuitively recognize when we receive a great customer experience—or a poor one. But a recent Harvard Business Review (HBR) article tackled the question on every business leaders mind. How does the intangible feeling of customer experience affect revenue? In the HBR-published study investigators analyzed data from transactional and subscription-based businesses. These two[…]

Service Outage Alert

Many service providers experience both planned and unplanned service outages. Some companies can plan and schedule needed down times to minimize services disruptions. Still, other disruptions happen unexpectedly. Companies—such as utilities or communications providers—who deliver vital services to other businesses and consumers need robust customer contact solutions. With the right technologies, service providers can give[…]

In today’s connected world, social media has made every brand vulnerable to a media crisis. A single negative comment by a customer or detractor can quickly go viral and cause deep and lasting reputation damage. In fact, a recent study indicated that 50% of companies have experienced some type of media crisis, and 80% of[…]

Order management is a complex process, which has a major impact on customer perceptions. Today’s brands must embrace automated order management capabilities to receive customer orders. However, to be a true service leader, you must move beyond generic order collection solutions to implement technologies to support customer order verification and confirmation steps. With these tools,[…]

What Makes Customers Happy?

Recent consumer research from Accenture revealed that customers are increasingly frustrated by the perceived poor levels of service they receive. In 2013, the consulting firm’s annual Global Consumer Pulse Survey revealed that 51 percent of U.S. consumers switched service providers due to poor customer service experiences. That number jumped 5 percent from 2012. These compelling[…]

Companies, such as telecom service providers, cable operators, and utilities often have large field service teams. These go out to job sites or customer homes to complete necessary service and repairs. Historically, field service units have been a giant source of waste and cost for many businesses. In addition, waiting at home for appointments is[…]

Welcome to the SkyCreek Blog

Posted by October 27th, 2014

At SkyCreek, improving the customer experience has been our core business for more than two decades. We have the innovative technologies and expert team to design, implement, and support an automated customer communication and experience management program of any scope or scale for the many companies who need to have brand-affirming customer touch points on[…]