Good quality customer service is the best interest for both companies and their customers today. In the markets overflowing with similar products, offering a special memorable service is a foremost way to stand out from the crowd. However, do customers really need service to be special and tricky or do they want their basic needs to be met?
Research shows that the views that companies and their customers have on customer service differ significantly. While 80% of businesses believe they provide excellent customer service, only 8% of customers believe they are actually receiving excellent service.
2017 Customer Service Benchmark Report by SuperOffice proves that the things which companies fail to do in order to meet customer expectations for a good customer service remain quite obvious and basic. However, the number of companies which fail to fulfill the simplest requirements is very impressive. >>>
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. >>>
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. >>>
With big holiday season just around the corner, many online retailers are busy preparing their customer service teams for the holiday rush.
According to NRF’s survey conducted by Prosper Insights, American consumers plan to spend an average $935.58 during the holiday shopping season this year. Total planned spending this year is second only to the record total spending in 2015, at $952.58.
No doubt, the holiday season puts lot of stress not only on the customer service teams, but on customers as well. In rush hours average handle times often shoot upward, wait times escalate, which leaves many customers frustrated.
After all, holidays are about positive emotions and your customers want to get a pleasant emotional charge from their holiday shopping experience with you. What can you do to minimize the negative effects of the busy season and keep customer satisfaction high? >>>
Exceptional customer service starts with confidence. It is one of the most important components of delivering great service to your customers and developing quality employees.
After all, customers want to know that the employee they are dealing with knows what one is doing and they get served in a professional manner. If they have a question, they need prompt and honest answers and if an employee does not have an answer, they want to be sure that the representative is committed to getting it.
In an interview a few of years ago Donald Trump was asked about what were the most important keys to his success in business. In short, his answer was “Exude confidence. If you know what you’re doing, that should be easy.”
The second part of his answer speaks to me. I think each one of us knows from experience that when we know what we are doing, the question of confidence doesn’t even come into play. When you know something, you may need to watch out not to become cocky, but quiet confidence comes natural.
When applied to customer service, this means that if you want you reps to be confident in front of customers, they need to be well trained and prepared to answer any type of questions. >>>
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. >>>
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.
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. >>>
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. >>>
If you are already offering live chat support service to your customers, you may have been thinking how to optimize your live chat procedures so that the tool brings the most benefits both to your company and your clients. This post is for you.
If you have only been considering to add live support to your website, you may also find this blog useful to outline for yourself what steps will be needed to make this tool efficient and worth having.
A survey by Software Advice concluded that a majority of U.S. adults have used live chat at least once. Many clearly express a preference for it over more traditional customer service channels for the simple reason that it offers many benefits that other channels don’t. >>>
Customer experience is now winning the leadership race to become the main business differentiator. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. The need is becoming more acute and palpable.
According to Gartner, by 2017, 50% of consumer product investments will be redirected to customer experience innovations. Undoubtedly, some of them will be directed to improving the customer service agent training. After all, 78% of consumers agree that competent customer service reps are most responsible for happy customer experience.
Good training not only boosts productivity, but ensures a higher quality of customer service, which leads to more satisfied customers, increased customer loyalty, and happier employees as well. The benefits are innumerable. >>>