Paul Selby

Contributor
47 Articles

I am a product marketing director for ServiceNow Customer Service Management. Previously I have held product management and customer service and technical support management roles at several software companies, serving all industry segments and large enterprise to small business and retail customers.

Latest Articles By Paul Selby

4 Ways to Go Beyond “Basic” in Customer Service

Source: Pixabay.com Basic. The classical definition is one of being fundamental in nature. Slang has turned this categorization into an…

Paul Selby
July 15, 2021
Customer Experience

Will Messaging Overtake the Telephone As Most Popular Customer Service Channel?

Photo by Oleg Magni on Unsplash Most customers around the world continue to use the telephone when contacting customer service.…

Paul Selby
June 10, 2021
Communications

Customer Operations: The Secret to Top-Notch Customer Service

Image by Pixabay.com Not every customer question or issue is easily addressed. This statement should come as no surprise. Everyone…

Paul Selby
May 19, 2021
Customer Experience

Putting the “Service” Back Into the Internal Revenue Service

Photo by Kelly Sikkema on Unsplash For the 2020 tax season, the United States Internal Revenue Service (IRS) has pushed…

Paul Selby
May 7, 2021
Finance

Strengthening Customer Service When the Unforeseen Occurs

Photo by Karolina Grabowska from Pexels The pandemic has taught us many lessons. One of the most notable is how…

Paul Selby
April 15, 2021
Customer Experience

Navigating the Coming Customer Service Surge

Image by schaeffler from Pixabay The end of the pandemic is in sight. Two massive efforts underway will, in time,…

Paul Selby
March 10, 2021
Customer Experience

Customer Service: Staying the Course Despite Continued Uncertainty

Image source: Pixabay.com Getting vaccinations into arms remains problematic in the United States and around the world. The logistics of…

Paul Selby
February 24, 2021
Customer Experience

Early Stage or Advanced, There Are More Ways to Benefit From Knowledge in Customer Service

Photo by Simone Secci on Unsplash Closing the time gap between the moment a customer has a question or problem…

Paul Selby
January 14, 2021
Customer Experience

Looking Ahead to Better Ways to Serve Customers in 2021

Image by Lubumbashi ma poche from Pixabay Insert heavy sigh of relief here as we enter the final weeks of…

Paul Selby
December 9, 2020
Customer Experience

Butterball’s Turkey Talk Line: Leading With Customer Success Delivers a Better Experience

Photo by cottonbro on Pexels.com On Thursday, the United States celebrates the Thanksgiving holiday. This year, the pandemic means it’s…

Paul Selby
November 24, 2020
Customer Experience

Addressing L.L. Bean’s First Customer Service Fiasco, 21st Century-Style

Image source: llbean.com Mention the name “L.L. Bean” and images of the outdoors to mind. “High quality” might be another…

Paul Selby
November 18, 2020
Customer Experience

Surviving in Customer Service: Pandemic Black Friday Edition (Part 2)

Photo by Luke Peters on Unsplash We are now two weeks into November and even closer to Black Friday, the…

Paul Selby
November 11, 2020
Customer Experience

Surviving in Customer Service: Pandemic Black Friday Edition (Part 1)

Photo by Oladimeji Ajegbile from Pexels The United States continues to grapple with COVID-19. Remarkably, against a resurgent case count…

Paul Selby
November 5, 2020
Customer Experience

How a Worldwide Crisis Turned 2020 Into the Year of the Customer Service Chatbot

Almost a decade ago, Gartner made a bold prediction about the pervasiveness of chatbots in the year 2020. They predicted…

Paul Selby
October 29, 2020
Customer Experience

Digital Transformation Makes Every Department Part of Customer Service

Photo by Fabio Bracht on Unsplash The COVID-19 pandemic has thrown challenge after challenge at businesses. Yet at the same…

Paul Selby
October 21, 2020
Customer Experience

Building Customer Service Resilience During Continued Uncertainty

Image by Wokandapix from Pixabay Ask anyone how long the COVID-19 pandemic has been affecting their daily life, and you’ll…

Paul Selby
October 7, 2020
Customer Experience

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