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I've been involved with the Internet and technology from the days of dial-up and DSL. Over that time I've managed and built customer service and technical support teams and have designed a host of websites. I currently manage a global team responsible for providing support to businesses on a 24/7/365 basis utilizing a variety of different channels (phone, email, chat) as well as self-help tools.
In my (copious!) spare time I love to write. I write well-researched articles, blog posts, and website content for companies worldwide. I have owned a number of blogs on different topics and I do all my own research.
Businesses everywhere, not just eCommerce firms, are now considering live chat as an urgent business priority.
https://www.comm100.com/blog/why-live-chat-urgent-priority.html
Everyone assumes that if you go the extra mile, customers will love you for it. Sadly the data doesn't back that up.
https://www.comm100.com/blog/why-customer-delight-wrong-strategy.html
Bad customer service looked at through a different lens.
https://www.comm100.com/blog/bad-customer-service.html
The do's of good customer service
http://www.cxmaster.biz/2015/02/8-rules-of-good-customer-service-8.html
The unfortunate fact of the matter is that you will receive complaints from customers.
http://www.cxmaster.biz/2017/05/dealing-with-irate-and-difficult.html
Writing useful and informative blog posts and articles for businesses around the world in the fields of customer service and operations. More recently I have also written on mobile technologies as well as blockchain and smart contracts.
Company: Cats Meows
I worked there from 1/2007 until now