24/7 Support Capabilities

My cell phone was the Amazon Key support line for a really long time. If you want to build customer trust, you have to be there when they need you. 24/7 support isn’t optional. Recently, I was explaining this to someone and they asked “But was it really worth it? Do you really think it made a difference in churn rate?” My answer comes in 2 parts: 1) Yes. Being there for the customer as they first experience an issue makes them feel like you are with them the whole way. They aren’t getting frustrated by themselves, which is the fuel for churn. 2) It’s not just about preventing churn, it’s about building deeper trust. Being there for every phone call with our earliest customers allowed us to build a strong relationship, which comes back to benefit the business. Here’s an example: A few weeks ago, I told one of our early customers that I had an idea for a problem they were experiencing. I said “I see this issue you are having, and I have an idea, but I don’t know if it will work. Can we experiment with something?” This customer told me they appreciated my honesty, and after so many years of working together they were willing to let us experiment. Now, we have a large-scale, real-life testing ground for a new business idea. All because I was answering phone calls at all hours of the night a few years ago. This is a direct example of what Jeff Bezos says, that "customer trust is what allows you to expand the business." Doing whatever it took to earn that trust has been 100% worth it. Have you done anything crazy to earn customer trust?

The customer support industry is experiencing a seismic shift, and at the heart of this transformation is the integration of Generative AI (Gen AI) capabilities. What's remarkable about this technology is that it empowers customer service agents, rather than replacing them, to provide personalized, efficient, and impactful support. Gen AI can generate human-like responses swiftly and accurately, reducing the need for human agents and supercharging efficiency. 🔍 Let's delve into how Gen AI is reshaping the customer support landscape, creating a league of super agents who harness AI to elevate customer service. Agile Case Resolution: Gen AI streamlines support by facilitating agile case resolution, helping service agents resolve customer issues with lightning speed. Personalized Experiences: By analyzing customer interactions, Gen AI crafts personalized responses, curates relevant knowledge articles, and delivers instant solutions, enhancing the capabilities of human agents. Boosted Agent Creativity and Proficiency: Gen AI propels customer support agents' productivity by 14%, freeing them to focus on complex tasks and deliver an exceptional customer experience. 24/7 Customer Service and Support: Businesses can now offer round-the-clock customer service and support, trimming the need for human agents and boosting operational efficiency. Deeper Customer Insights: Gen AI delves into customers' needs and behaviors, enabling businesses to anticipate future requirements and make data-driven improvements. Financial Benefits for Companies: Revenue Growth: Personalized and efficient support builds customer loyalty, leading to increased revenue. Cost Savings: Gen AI automates repetitive tasks, reducing operational costs and providing 24/7 support, saving on labor expenses. Improved Efficiency: Faster and more accurate responses trim resolution times and customer effort, enhancing overall efficiency. Real-World Examples: Email Response Automation: A Gen AI-based customer service application now handles a third of all customer inquiry emails, freeing agents for more complex tasks. Call Center Transformation: Retail giants like Walmart and Walgreens, financial institutions like Capital One, and airlines like Cathay Pacific use Gen AI to revolutionize their call center operations, delivering hyper-personalized customer experiences and driving revenue growth. Self-Service Support: Gen AI enhances self-service support, empowering customers to find answers quickly without human assistance As Gen AI continues to evolve, we can anticipate even more innovative applications in the customer support industry, further enhancing the customer experience and driving business success. The future of customer support has arrived, and it's incredibly promising! #CustomerSupport #AIRevolution #GenAI #Innovation #CustomerExperience 🌐🤝📈

One thing we talk about quite a bit when it comes to GLCS, Inc. is technology, how its used, and how its managed within an organization. We talk daily with our clients about their IT teams, and we help significantly through our Managed IT offering. In today's fast-paced digital landscape, carrier and brokers alike face an ever-growing array of technological challenges. From cybersecurity threats to system maintenance, the demands on IT departments can be overwhelming. Couple this with the cuts many businesses made to stay afloat the last 2 years, and many departments are spread very thin. This is where managed IT services come into play! ✨ What are Managed IT Services? Managed IT services allow businesses to delegate their IT operations to a specialized provider. This means you can focus on your core business while leaving technology to the experts. 🔍 Key Benefits: -Cost Efficiency: Outsourcing IT reduces the overhead of hiring and training in-house staff, allowing for predictable budgeting and lower costs. -Expertise on Demand: Gain access to a team of skilled professionals with the latest knowledge and certifications in a constantly evolving field. -Enhanced Security: Managed IT providers offer robust cybersecurity measures, reducing the risk of data breaches and ensuring compliance with industry regulations. -Scalability: As your business grows, so MUST your IT capabilities. Managed services provide the flexibility to scale resources up or down as needed. -Proactive Support: With 24/7 monitoring and maintenance, potential issues can be identified and resolved before they impact operations. In a world where technology is integral to success, partnering with a managed IT service provider can be a game-changer. Whether you’re a small startup or an established enterprise, it’s time to rethink your IT strategy and invest in solutions that allow you to thrive. Let’s discuss how managed IT can redefine growth for your business! 💡 #freight #logistics #transportation #strongestmaninlogistics

4 things I have learned about web hosting over the years: ❌ Websites that frequently go down or run slowly lead to lost traffic and trust. ✅ Reliable hosting ensures your website is always accessible and performs consistently, forming the backbone of a successful online presence.  ❌ Poor security can leave your data and your customers’ information vulnerable to cyber threats. ✅ A secure hosting service protects against these threats, keeping your site and data safe from breaches and attacks. ❌ When issues arise and support isn’t available, it can lead to prolonged downtime and frustration. ✅ 24/7 support is essential for quickly addressing problems and ensuring your business runs smoothly without disruptions. ❌ Inadequate uptime and slow speeds can hurt user satisfaction and erode trust. ✅ High performance, with optimal uptime and speed, maintains trust and keeps users satisfied with a fast, responsive website. A great hosting provider relies on these key principles. That’s why my team and I are committed to delivering hosting solutions that cover all these bases. Our goal is to ensure your website remains strong and reliable, so you can concentrate on what truly matters: growing your business and driving innovation. Onto the next meeting 😎 --------- My name is Josef, and I run a digital agency alongside a cybersecurity firm. For more content related to websites, marketing, cybersecurity, and business, follow along.