3 Ways in Which Online Support Determines Your Company’s Credibility

3 Ways Online Support Determines Your Company's Credibility
3 Ways Online Support Determines Your Company’s Credibility

If you are a startup, earning customer trust is so important to get those first few clients and get things rolling. However, even if you are a well established business, continuously maintaining customer trust and meeting customer expectations is as important for keeping existing relationships as for making new clients.

Adding a live chat tool to your website is one simple and efficient way to build credibility with your customers.

There are several aspects of how you manage live support on your website, which signal the customer right away how credible your company is and whether you are worth having business with. If you want to give the right impression and look credible in the customers’ eyes, watch out for the following things. >>>

Customer Service Tips. The Secret of the Right Greeting

Customer Service Tips
Customer Service Tips

The first impression comes after the first greeting. Your customers like to be liked and to feel they are important. The first greeting may become a decisive factor for your website visitors to stay and continue purchasing or to leave. It tells customers who you are and how you feel and what kind of service to expect from you.

A kind greeting can become a competitive advantage for your business. After all, everyone likes to do business with a friendly sales person. If you want to stand out in a crowded market where consumers have too many choices, you need to go above and beyond with your customer service. In this blog post I would like to offer four customer service tips to greet your customers. Here they are: >>>

Surviving Information Overload in the World of Customer Service

Surviving Information Overload in the World of Customer Service
Surviving Information Overload in the World of Customer Service

Monitoring service levels has always been a fundamental aspect of managing a contact center. However, advanced contact center and customer relationship software has led to an abundance of data and a growing number of reports that have become unmanageable.

This influx of information has become a perplexing problem for contact center managers, as well as C-level executives, who want to make sure their contact center is performing optimally. When you’re spending a considerable amount on contact center system hardware and software, you want to make sure you’re getting its full value, including effective use of data generated. However, you don’t want to get to the point of the proverbial “analysis paralysis.” >>>

Brands Ignoring Consumers on Social Media Are in Trouble (Infographic)

Gone are the days when we didn’t need to worry about using social media for customer support. But today, it’s not even a question. According to the Sprout Social report 90% of people surveyed have used social media in some way to communicate directly with a brand. The bad news is that brands reply to just 11% of people leaving the majority of inquiries ignored. It means that most businesses continue to use social media as a promotional marketing tool instead of a two-way customer communication channel.

In fact social media has already become the preferred customer service channel for millennials, and it is growing in popularity for older groups too. What’s more, whenever people turn to social for customer support, they want a response much faster than most organizations are either willing or able to provide. The same survey found that the average time it takes brands to respond to a social media message is 10 hours, though most people consider under 4 hours reasonable. >>>

How to Hire Live Chat Agents Who Delight Your Customers

How to Hire Live Chat Agents Who Delight Your Customers
How to Hire Live Chat Agents Who Delight Your Customers

In a fast-paced world where convenience is prized above all else, it’s not surprising customers appreciate communicating via live chat.

In fact, according to the Zendesk Benchmark report, live chat has the highest satisfaction level for any customer service channel.

A live chat channel provides clients access to warm, friendly customer support without having to pick up the telephone. As such, all replies must be as accurate, concise, and helpful as possible.

So how can you increase your chances of hiring live chat agents who exemplify these qualities and delight your customers? It all starts with identifying the skills necessary to succeed in the role. >>>

Should Everyone Do Customer Service?

Should Everyone Do Customer Service
Should Everyone Do Customer Service

No one is so high up in the organization that they are above waiting on customers — Jack Mitchell, “Hug Your Customers”

There’s a great deal of talk today about the importance of customer service as a key competitive differentiator. More and more businesses are coming to the point of view that customer service is not a department within an organization, but rather an attitude, a philosophy and the mission of the entire company. It is widely stated that these days customer service is everyone’s job and responsibility. It is meant to go well beyond the frontline call center or a reception desk.

Although the “everyone does customer service” approach is widely accepted and fruitfully adopted by leading companies worldwide as a key part of their business strategy, one can’t help but wonder what it takes to get everyone involved in customer service. For startups and small businesses, keeping everyone on the same page and getting all employees to wear all kinds of new hats is quite a common practice. But it gets a bit complicated in case of a larger and long-standing organization. How do you go about turning the tide and implementing the new standards? >>>

What It Takes to Have a Best Performing Customer Service Team

What It Takes to Have a Best Performing Customer Service Team
What It Takes to Have a Best Performing Customer Service Team

There are many reasons why you should care to build a great customer service team.

One is, customer service is as important to a business as any other department, such as sales or marketing for example. It takes at least as much time and effort as other aspects of a business in order to move forward and succeed.

Another reason is, in a market of multiple similar products customer service is inevitably becoming the main business differentiator. To put it straight, these days your customer service team can win or lose your business.

If you want to have a team of champions who will propel your business, it’s good to start off with a decent plan. The four key steps below are your landmarks for creating a best performing customer service team. >>>

The Zen of Scaling a Support Team

The Zen of Scaling a Support Team
The Zen of Scaling a Support Team

There’s a delicate balance when it comes to scaling any professional team: hire too many too soon and resources go underutilized, but leave it too late and you risk overburdening your existing team members.

Customer support teams in particular can become overloaded and burned out if the company is growing faster than the team has capacity to handle.

There’s a big expectation on support teams to continue providing reliable service to customers at all times, and to never let the cracks show. For a customer, it doesn’t matter how many open tickets a support agent has on their plate as long as their agent is dealing with their issue right now.

For support agents, pressure comes from both sides – they’re held accountable for their efficiency from both the company and the customer. When the number of incoming inquiries is too much to handle, the only way to reduce the pressure is to get more hands on deck to deal with the volume. >>>

How to Deal with Employee Burnout in Customer Service (Infographic)

Employee burnout can occur at every level of an organization – from top to bottom, and it’s especially commonly found among customer service people who have to deal with dissatisfied customers almost on a daily basis. It can come about as the result of stress, low morale, poor management, bad working conditions or simply having too much to do and not enough time to do it.

Burnout causes plenty of problems for businesses and leads to high job turnover, lower productivity and decreased engagement. Obviously, burned out employees provide less-than-stellar service to customers they come in contact with. And what’s more, whether it’s the cost of hiring or training new people, or improving poorly done job, burnout can eventually add up to financial loss for your company. >>>

Ditch the Script: How to Personalize Real-Time Customer Service

Ditch the Script: How to Personalize Real-Time Customer Service
Ditch the Script: How to Personalize Real-Time Customer Service

Every actor’s worst nightmare is forgetting their lines. Just imagine it: you’re standing in front of a crowd of hundreds, deep into the Second Act of The Importance of Being Earnest and suddenly, your mind goes blank. The only sound you hear is the nervous beating of your heart. Luckily there’s usually a director waiting in the wings to whisper your line to you. If only social customer service agents had it so easy.

But then again, the title of Oscar Wilde’s famous play offers a great lesson for contact centers: it’s more important to be authentic, to be human and personalized, than it is to flawlessly deliver a customer service script. With an  increasing number of companies competing on customer experience — which essentially means competing to deliver the most authentic experience to customers who increasingly demand tailored service — it’s time for contact centers to ditch the script and personalize real-time social customer service. Here are four ways to make that happen. The first two concern agent behavior, while three and four focus on technology and social customer service software. >>>