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. >>>

10 Lessons Learned Working In Customer Service

Lessons Learned Working In Customer Service
Lessons Learned Working In Customer Service

With so many stories of bad customer service we hear these days, many people are getting the impression that customer service jobs are entry-level or unimportant roles taken just to get by until a better opportunity. Do you share the same view? I hope, not. For me, it’s just the opposite. An experience of working in customer service, even as a temporary job, can be a stepping stone to a great career and many other life achievements.

Working in customer service can be a formative experience that exposes you to people from all walks of life with all different kinds of backgrounds. In the long run, it may turn out to be valuable lessons you would not trade in for anything. In this blog post I would like to share my insider’s view on customer service career and my key takeaways from it. >>>

8 Ways to Win More Loyal Customers with a Personal Touch

8 ways to personalize customer communications to increase loyalty
8 ways to win more loyal customers with a personal touch

Winning loyal customers does not necessarily take huge marketing budgets. When it comes to customer loyalty, it’s small gestures that get appreciated the most and remembered.

Adding a simple personal touch to every interaction you have with your customers has a big impact on how they perceive your brand.

Loyal customers are a very important asset of any business. As statistical facts prove, up to 15% of a company’s most loyal customers account for 55-70% of the company’s total sales. The numbers are quite impressive.

Let’s take a look at how you can win greater customer loyalty with a few small personalized gestures. >>>

Why You Can’t Afford to Ignore Employee Engagement (Infographic)

Highly engaged employees make the customer experience. Disengaged employees break it. – Timothy R. Clark

Are your employees passionate about their jobs and committed to contribute to your company’s goals? If not, you may be facing an employee engagement gap that can have a negative effect on productivity, retention, customer service levels and customer experience.

In fact, employee disengagement is a bigger problem than most employers realize. According to the Gallup studies only 32% of employees in the U.S. are engaged, worldwide this number is as little as 13%. Gallup also found that poor engagement at work can cost the U.S. anywhere from $450 billion to $550 billion per year. >>>

5 Reasons Why You are Losing Loyal Customers

Customer Loyalty
Customer Loyalty

In any business existing customers leave and new customers arrive. However, there are customers who are the backbone of any business, they are the loyal customers. According to Accenture  28% of consumers are loyal to their providers and brands, which is why all effort should be taken to keep such customers and increase their number.

However, businesses focus on attracting new buyers and often forget about those customers who have been staying with them for a long time being loyal to their brands. These consumers feel frustration and leave as soon as they find an alternative. In this blog post I have described 5 reasons why businesses lose their loyal consumers. I hope that better understanding of this problem will help your business to retain loyal customers and provide a better customer service to them. >>>