Modern customers start their search of products or services with thorough analysis of information available on the Internet. They visit company’s Facebook and LinkedIn pages and read available online customer reviews. Thus it is important to create a strong online presence and maintain it by collecting customer reviews and testimonials.
When you start collecting customer feedback and online reviews you’d need to use both Testimonial website page and profiles on the online review platforms. However, what kind of platforms to choose? And why does collecting online customer reviews help to improve search engine optimization and brand awareness? In this blog post we will answer these questions and describe most popular online review platforms where it is worth registering a profile for collecting online customer reviews. >>>
Did you know that 64% of people think that customer experience is more important than price in their choice of brand? The new trends in customer service are emerging day by day and one cannot just overlook them. Though 2019 year will not become the year if AI in customer service, the impact of technology and customer demand on it cannot remain unnoticed. Customer service now becomes a competitive advantage for many companies during the sales process. Thus the main goal for businesses in not only to explore and implement new technologies but also do their best to WOW their customers and offer memorable customer experience. >>>
Provide support is glad to announce the release of the live chat operator console for iOS. This version allows you stay connected with your customers on the go and handle chat requests if you are not at your computer. The app lets you stay flexible and always online in your live chat. This way you will not miss chat requests and will be able to assist your customers during your coffee break. It will take a couple of minutes to download the app from the Apple AppStore and install it on your iPhone or iPad.
Scenario 1: If you are a real estate agent
Mobile app is a great help if you are constantly away from your office but need assist your customers through live chat. You can easily chat while waiting for customers or showing property. It will make the communication process fast and convenient. >>>
More and more websites today are managed with help of WordPress platform. The growing audience of website owners creates the growing demand for various plugins that facilitate not only website management process but also help improve customer experience. Live chat plugin can be easily added to your WP and will allow your website visitors to chat with you in real time. However, how to choose the right plugin and what kind of challenges can website owners face? >>>
GDPR compliance is demanded of all businesses handling EU citizens’ data by 25 May 2018. For companies across every industry, the paradigm of data privacy has changed fundamentally. Under GDPR, companies must follow uniform rules on how personal data is processed or face severe penalties.
These data security rules are applied to all companies using live chat technology as communication channel. Thus they need to adapt their data processing policies. Provide Support developed tools to meet these rules and help businesses to follow data protection regulations. >>>
2018 year was very productive and rich for new features in Provide Support. A complete system redesign made it possible to add new functionality and start working on major upgrades which will help to improve live chat customer experience and increase customer engagement and customer support team productivity.
Modern embedded chat window
Light built into your website page chat window will become part of your website and will let your customers easily contact you while they are browsing your website. The following features are available with new embedded chat window: >>>
Live chat has become integral part of modern e-commerce websites. No matter whether you are a large retailer or run a small business, live chat feature added to your website will help you not only interact with your customers in real time but also engage prospects while they are browsing your store. In this blog post you will find useful recommendations for choosing the right chat window for your website. >>>
Holidays provide a great opportunity for companies not only to sell more to repeat clients but also to acquire new customers. Together with a great opportunity to gain, comes a big chance to lose customers in the holiday season if you offer them bad customer service.
Customer service is almost always the first impression a customer will have with your company, so it is important to handle it the right way and not scare your customers away.
The survey says that 60% of consumers would be “unlikely or very unlikely” to give repeat business to a company that had given them bad service in the past.
And repeat customers that continue to support your brand over time will spend 67% more than new customers. So it is well worth it to give your time and attention to managing the busy customer flow well in the holiday season. >>>
The French writer Antoine de Saint-Exupéry is credited with saying “A goal without a plan is just a wish.”
It is generally understood that the goal in customer service is to have effective communication with customers, which will result in customers being satisfied and will produce more revenue for the company in the end.
However, what is effective communication? What does it include and how a company can achieve it? Breaking down your plan into smaller sections which are easy to understand and convey to employees is the way to go.
67% of customers left a company due to poor service
10% have switched more than 5 times in the past year
$430 is the average loss per customer
On the whole, all those service failures cost to businesses in the United States $75 billion per year.
Losing income, however, is not the only consequence of losing a customer. Angry and frustrated customers can hurt your company in many other ways. For example, they can spread negative word-of-mouth about your company or leave negative online reviews in social media and other online resources.
One of the main reasons customers get frustrated and want to leave is when companies don’t respond to their service requests. >>>