empathy in customer service

Empathy in Customer Service. What Do Experts Say?

Empathy is often lauded as a critical key to successful customer service. But how does it work? What role does empathy play in helping create customers for life and not mere customers for now? And, what about the flip side: what’s the damage done by lack of empathy? After all, we’ve all heard stories and experienced firsthand the horror of dealing with a “service” representative who is anything, but nice. A Korean study in the healthcare sector found that empathy improves patient satisfaction and compliance. Five hundred and fifty outpatients at a large university hospital participated in the study. The results of this study showed that the physician’s empathic communication skills significantly and substantially influenced patient satisfaction and patient compliance.

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How Digital Transformation Can Revolutionize Your Customer Service

How Digital Transformation Can Revolutionize Your Customer Service

The global market has gone digital. The impacts of COVID-19 and the rise in eCommerce have shifted how consumers interact with their favorite brands and businesses. However, despite these seismic shifts and massive opportunities, many have still yet to embrace digital transformation. A failure to recognize how rapidly technology is changing customer expectations could have consequences for every business, regardless of industry or niche. When a company or organization understands the power of digital transformation and acts accordingly, they have the potential to become a leader in their field. They can build a loyal customer base, increase revenue and see an improvement in brand image.

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live chat features

8 essential live chat features to improve your customer service

For more than 15 years businesses have been using live chat software to assist their customers. During this period the significance of phone and email customer service has noticeably decreased. The time is money and more and more customers prefer using live chat and multitask instead of waiting in a queue for phone assistance or for email response. They expect to have their issues resolved right here and right now. With live chat playing the key role in customer service more and more vendors started offering this tool and develop it following their customers’ requests and demands. In this blog post we will talk about not major but really important live chat features which will not only improve the overall customer service, but will also facilitate customer your service workflow.

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Top Live Chat Features for your Business

Top Live Chat Features for your Business

For any company no matter large or small, it is important to have excellent and professional customer service. Lots of consumers today prefer to chat with an agent online instead of calling by phone. Thus they expect to see a live chat button on your website. However, live chat services are different and before you integrate a web chat with your website you need to answer the following questions: Who are my customers? How do they prefer contacting our customer service? Do I need 24/7 live chat customer service? Do I need a chat bot? Do I need a dedicated live chat customer service team or will my employees multitask? By answering the above questions you will develop your live chat customer service strategy and will have specific requirements in mind while choosing live chat software for your company website. In this blog post we will tell about live chat features helpful both for large businesses and small ones.

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First five steps to start selling online

First five steps to start selling online

The Covid-19 pandemic forced retailers to close their doors and start selling online. Recent surveys reveal that 59% of shoppers research online before they buy to ensure they are making the best possible choice and 47% of total global purchases are completed online. Today without a ecommerce website, where customers can take a look at your products and choose whatever they need, it is impossible to survive the competition on the retailers market. In 2020 many small businesses which used to sell offline were forced to build their ecommerce websites from scratch and learn how to promote themselves online. The year 2021 will become the year of new experience. During this time it is important not only to keep loyal customers but also spread online presence and win the customers who seek new suppliers instead of those who failed to adjust to the pandemic rules.

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8 Tips How to Take the Most out of Live Chat

8 Tips How to Take the Most out of Live Chat

Live chat has been around for about two decades. Being in business for more than 15 years Provide Support was among first live chat software providers. By offering reliable communication tool we managed to win trust and loyalty of many customers around the globe. Today we are proud to provide our service to thousands of businesses that improve their customers service quality and sales level with help of live chat technology. In this blog post we will be glad to share our experience and provide useful tips which will help you see the hidden potential of various live chat features and take the most out of them.

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5 Tips to Keep Customer Satisfaction High During Holiday Rush

5 Tips to Keep Customer Satisfaction High During Holiday Rush

The holiday season is not just about eating cookies, watching movies and shopping perfect gifts. It’s the busiest time for retailers both big and small. While preparing for the mad holiday rush, it’s essential that your entire team is on the same page. Both business owners and managers need to realize that the load during active shopping season increases and it is necessary to take additional actions to keep customer satisfaction high. Moreover, shoppers during holiday sales buy not only gifts, they also sneak items into baskets for themselves. Thus the load increases not only on customer service team, but also on other departments responsible for packing and shipping. In this blog post we will share 5 useful tips to keep customer satisfaction high during holiday rush.

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Shopify apps for better customer experience

10 Shopify Apps for Better Customer Experience

Customer experience is one the most important factors for any business today. Without convenient purchasing process and polite communication your customers will end with one time purchase on your store. However, if they receive excellent service or get involved into a reward program, they may consider becoming your loyal customer and take advantage of the whole range of products or services you offer. In this blog post we will help you find Shopify apps for better customer experience and explain how they can improve your store.

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live chat features

Live Chat Features that Enhance Agents’ Performance

Businesses have been successfully using live chat software for their customer service needs for more that 10 years. During this time we have seen the sky-rocket evolution of this tool. More and more vendors started appearing on the market offering various improvements and enhancements. However, not all features which live chat software providers offer are useful and really helpful during customer service workflow. Some of them just sound good but do nothing helpful. In this blog post we will tell you about live chat features that are really helpful for customer service agents, facilitate their workflow and help improve customer service experience. 

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remote customer service employees

4 Tips to Encourage your Remote Customer Service Employees

During COVID-19 pandemic almost all businesses around the globe started migrating to virtual offices and offering their employees to work remotely. In fact, 88% of organizations have encouraged or required their employees to work from home and 91% of teams in Asia Pacific have implemented ‘work from home’ arrangements since the outbreak. According to McKinsey research, 80% of people questioned report that they enjoy working from home. Moreover, 41% say that they are more productive than they had been before and 28% that they are as productive. However, still there are questions and challenges which organizations face. Before the pandemic offices were critical to win talents, show better productivity and develop company culture. Even bearing in mind the fact that 41% were more productive while working remotely, organizations doubt if it will be possible to keep the same level of productivity, mentorship and talents development.

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