We all know how frustrating it could be waiting hours for an email reply or being put on hold for over 30 minutes when all you want is to get answer to one simple question about a product or service you purchased. But can you imagine times when customer service meant having to travel long distances to the original store to get a repair? In fact, prior to the dawn of the 20th century, this is exactly how things used to work!
Customer service as we know it today and the technologies helping to improve it have come a long way. With the invention and the evolution of the telephone customer service has become much easier. Though it took almost 100 years for the phone to become one of the main customer service channels. Then came call centers, email, live chat, sophisticated CRM systems and social media. >>>
More and more websites offer live chat support today so that their customers can get immediate and thoughtful service whenever they need. However, sometimes like many other tools live chat is being misused and customers instead of receiving smooth and pleasant customer experience leave the chat room angry or disappointed. Why does this happen? You cannot ignore the fact that live chat etiquette already exists and customers expect specific behavior and attitude. When the pattern is broken customers feel frustrated and rate your service as poor.
Chat conversations can be easily saved and shared on social media, like this happened with Amazon’s dissatisfied customer who spread the word about negative experience with one of employees. To avoid such situations you need to train your customer service team to treat customers politely and with respect. In this blog post I would like to offer 10 tips for being polite on live chat. >>>
It’s probably needless to say that loyal customers are the biggest assets of any business. Studies show that only a 5% increase in your loyal customer base can result in increases of revenue and profits up to 85% or more. Take a look at some more customer loyalty stats that might surprise you:
The cost of bringing a new customer up to the same level of profitability as an old one is up to 16x more. (SocialAnnex)
Existing customers are 50% more likely to try new products, and spend 31% more than new customers. (The Nielsen Survey)
68% of Millennials say they wouldn’t be loyal to a brand if it doesn’t have a good loyalty program. (The Bond Loyalty Report)
62% of Millennials report that brand engagement is more likely to make them a loyal customer. (USC Dornsife)
62% of consumers don’t believe that the brands they’re most loyal to are doing enough to reward them. (ClickFox)
So how much do you care about your loyal customers? And what’s even more important – do your customers really know how much you appreciate them? >>>
Strong communication skills have always been critical for career success. In customer service, an ability to communicate clearly and effectively with customers is more than just a nice skill that is desired to have. In fact, it’s an essential that ultimately defines the whole team productivity and customer satisfaction.
Most customer service reps realize how important their communication styles are for creating a strong company image to their customers. They do their best to communicate clearly and professionally. And yet, sometimes they still fail to effectively do it.
This blog post is aimed to take you to the basics and help you understand how, why, and where communication can break down. Use these tips to improve the quality of your everyday communication with people at work >>>
I’ve been working in the customer service front line for more than 7 years and to be honest, in the beginning I was not sure if it was the right job for me. As a young person, which way can you find it out?
When you have little experience, your chances of figuring out what you are really fit for are very small. That’s because you often tend to confuse the mental and emotional states you simply have by yourself and the thoughts and emotions which your job triggers in you. For example, you may be unhappy about something in your life and then you get to deal with a difficult customer at work. Of course, the conversation goes very tough and you become even more unhappy and start feeling this is not the right job for you. You just can’t handle it! Does it mean, however, you are not fit for the job? Surely, no.
With more experience, perhaps having the possibility to try different tasks or jobs, observing other people in their workplaces, you gradually start to understand what makes a certain job a fit or not a fit just for you. >>>
The number of channels and choices for customer support are growing and businesses who enable customers to reach them on the channel of their choice experience high levels of customer satisfaction.
Of course, the more traditional methods of email and phone calls are channels that many consumers still prefer. But other platforms such as SMS, social media, live chat and self-service have all seen significant rises in popularity and use.
So how do you make the most of these different channels to maximize their effect and ensure happy customers? Here’s a breakdown of best practices for successful multichannel customer service: >>>
“Politeness goes far, yet costs nothing.” – Samuel Smiles
There might be a huge number of companies offering the same products or services. The critical difference is ultimately how you make people feel when they do business with you and interact with your brand. No matter your business, excellence in customer service etiquette will always set you apart and give you the edge over your competition.
In fact, customer service agents can be the first and only contact point for customers and are therefore the face of a company. Yet many of them are very often blind to the fact that they are losing business every day by not knowing or simply ignoring the essential service etiquette. >>>
As a customer service manager or representative, you know first hand just how important it is to provide quality, effective customer service – especially in today’s world where social media dominates. Though these media platforms have undoubtedly played a monumental role in the changing landscape of customer service communication, customer’s wants and needs remain relatively unchanged. They want to be heard, understood, and respected and they want it done on their own terms.
Esteban Kolsky, founder of thinkJar, a Customer Strategy consulting and think tank, notes that it is the customers themselves who must choose and validate their customer experience. >>>
According to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator. That is why it is important to stay connected with your customers and keep them informed about your company innovations and events.
You may attract new customers with help of great content. However, to keep them you need to offer exceptional customer experience. Over the next five years 41% of B2B and 47% of B2C organizations will try to differentiate from competition with help of great customer service. Superb customer experience generates a positive buzz among other customers and their friends. In this blog post I would like to offer you 6 strategies you may take to stay connected with your customers and create positive customer experience. >>>
Holidays are approaching and we, the Provide Support team, started thinking what treat we could give to you, our blog readers.
In our sincere appreciation of your readership, we would like to offer you a selection of our best articles for managing your live chat support.
Over the last few years we have covered a wide range of topics related to live support, from hiring the most talented agents, training them, selecting the best tools and maximizing efficiency. We crafted these articles based on our own experience offering customer service via live chat, putting in our love and attention to detail.
We hope you will enjoy this selection and find some useful ideas and tips which you can incorporate in your best practices. >>>