There’s no question that live chat is getting huge as more and more businesses are adopting the tool to stay competitive in the industry. In fact, according to Gartner, by 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. Is your business still lagging behind the trend?
There are many reasons why offering chat support might be a valuable customer service strategy. One of the most compelling arguments is that customers have come to expect it and they absolutely love it. The SalesForce research found that 64% of consumers expect companies to respond and interact with them in real-time, while 80% of business buyers expect the same.
People aren’t just using live chat, they’re actually getting more satisfaction out of it than from any other support channel. As stated in the Zopim survey, 94% customers proactively invited to chat were somewhat or very satisfied with their live chat experience. >>>
“Dispirited, unmotivated, unappreciated workers cannot compete in a highly competitive world.” – Francis Hesselbein
A company’s employees are often referred to as its most valuable assets. If you have clicked through to this post, most likely you are a business owner or a customer service manager, already well aware of the importance of keeping your employees engaged and motivated. Many of us realize that it’s critical to enable employees to reach their fullest potential, and leverage their skills and talents in the best company’s interest.
According to ACCOR Services, 90% of business leaders think an engagement strategy has an impact on business success, but barely 25% of them have a strategy. >>>
Customer service is a defining quality of almost any business nowadays. Before, if you were the only local provider, your flaws in the support department were not so damaging, considering there was no competition. Today, people can acquire services and products online, and the market in general is more competitive, hence customer service started to play a more important role.
Quality service, and a high number of satisfied customers can not only keep a business afloat, but also set the stage for future expansion, and for greater trust in your brand. On the other hand, a customer who is not satisfied or feels wronged can make an issue and make it harder for you to acquire new potential users, and considering just how many providers are out there, dissatisfied users are not a luxury you can afford.
So, let’s see how you can make your customer service better by relying on customer service knowledge base software, and also why this is so important nowadays. >>>
“Kind words can be short and easy to speak, but their echoes are truly endless.” – Mother Theresa
The way you respond to your customers shows how you respect them and their business. In one of my earlier blog posts I offered useful recommendations for greeting your customers. Today I decided to talk about a proper conversation closing. This idea occurred to me while I was writing an email to a customer and was thinking about the proper closing. >>>
Think of something you like to do regularly, whether it’s jogging, reading, or eating ice cream. What keeps you coming back? Chances are it feels good, and the emotions you associate with the activity make you want to do it again. In short, positive emotions lead to loyalty.
It seems like a simple equation, but how a brand should go about inspiring positive emotions in customers is a complex question. Emerging studies in behavioral science are telling us more and more about the relationship between emotions and decision-making. In the meantime, there are a few simple things any brand can do to spark positive, loyalty-inspiring emotions in customers. >>>
Did you know that there’s such a thing as International Clients’ Day? Although I’ve been in customer service for more than a decade, I first learned of it last week through a special offer email that I got in my inbox. Did you happen to hear about it too?
Whether or not, the fact is that this informal holiday has not been around for that long. Actually, it was proposed (and celebrated for the first time) by Lithuanian and Russian businessmen on March 19, 2010 as an opportunity to show gratitude to their customers. Since then, the occasion has been supported by many organizations and businesses in Western Europe, and it’s constantly expanding, with more companies joining the initiative year by year. Would you join the club too? >>>
Your customer service employees are your brand representatives, the human face and the voice of your company. Their competence, soft skills and communication habits count tremendously toward the quality of the service they provide to your customers and impact overall customer satisfaction.
So what are the most common mistakes made by customer service professionals? In this infographic we’ve collected 15 most dangerous mistakes that can have negative consequences in customer satisfaction and loyalty. Is your customer support team guilty of any of them?
In fact, all of the listed mistakes are easily preventable. Make sure your customer service employees are aware of what exactly they are doing wrong when interacting with customers and provide them with regular training and mentoring to help them grow their professionalism and improve their skills. >>>
Customer service has shifted more and more online over the past couple of decades, and increasingly that means customers are reaching out via social media when they have an issue that they’d like you to resolve. It’s a great opportunity for businesses, as this kind of semi-formal interaction is likely to increase that customer’s spend by 20-40% when they are dealt with appropriately. Perhaps it’s something to do with the way we form our identities online, now: who we talk to, the platforms we use, and the things we buy, all form the way we see ourselves.
Of course, it isn’t always good news when you notice a tweet or Facebook comment from a customer. Frequently, these platforms are used to make a public complaint – either because they can’t find another way to get through to you, or because they believe that dealing publicly with the issue makes you more likely to resolve it quickly. Hopefully, they’re right – and you will be keen to turn this potential upset into positive publicity. It just takes a bit of insight and a little social media flair – all skills you can pick up online. >>>
Almost all businesses strive to offer superior customers service. However, not all of them succeed in this. There are certain factors that negatively affect customer service quality and do not allow companies to reward their customers with exceptional customer service.
Before I start talking about these factors I’d like to ask, do you know what customer service means? Let’s see what customer service experts say about customer service.
Shep Hyken: “Customer service is the experience we deliver to our customer. It’s the promise we keep to the customer. It’s how we follow through for the customer. It’s how we make them feel when they do business with us.”
Steve Curtin: “Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.”
Kate Nasser: “Customer service represents the heart of a brand in the hearts of its customers.”
And now answer yourself. What does customer service mean to you and your business? The quality of the service you deliver and your objective will depend on your answer….. >>>
Lots of businesses today use Live Chat software for their online customer communication needs. From small start-ups to major corporations, companies choose Live Chat as another customer service option for its high speed of resolution and incredible ease of use. Whether you are selling software, clothes, gifts, machinery, parts, books or any other type of product, Live Chat is a must to ensure consistently great customer service and high customer satisfaction rates.
Yet, it takes time and experience to use it the right way and utilize its features to the fullest. If your website visitors seem reluctant to start a chat with you, check out these tips that are easy to apply and proved to be very effective. I hope they would help you unlock its full potentialand enjoy a greater rate of customer engagement. >>>