The Goals to Set For Your Customer Service Team

Setting up goals for your CS teamThe 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.

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Don’t Give Your Customers a Reason To Leave

Have you ever thought about why you are losing customers? Perhaps you are giving them a reason to leave?

A study from NewVoiceMedia found that:

  • 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. >>>

3 Ways to Collect a More Genuine Customer Feedback

Genuine customer feedback creates opportunities for companies to earn more loyal customers, those who know that they can speak out about their problems and that they will be addressed.

It also helps to:

  • measure customer satisfaction
  • improve products and services
  • show that you value customers’ opinions
  • create the best customer experience
  • establish reliable source of information to other consumers
  • collect data that helps taking business decisions

Most customers ignore survey requests unless they have something very positive or very negative to say. The main reasons for this are that surveys often reach customers at inconvenient time and the customer doesn’t see any real value for themselves in completing the survey. And even if the customer has taken the survey offered, this often results in very generalized responses, which don’t give you as a company much insight about the customer or what their interests and difficulties are. >>>

5 Tips for Achieving Better First Contact Resolution in Live Chat Support

Have you ever encountered a situation when you would click the live chat button on a website promising instant online help and you would not reach anyone? I did. At other times, I would contact live chat support and instead of finding an answer to my question, I would be escalated to another person who would say that they will check the information and email me later.

I do understand that some questions take research and some issues take time to be diagnosed and fixed.

And still, I feel frustration in many such situations, especially when I have to explain the issue over and over again to another agent or repeat the same things in email later. As a customer, I want to be helped here and now while my question is still relevant and the issue is current.

Perhaps similar customer experiences are the reason first contact resolution remains an important metric in customer service. According to the Customer Experience Executive Report by CCW Digital, 70% of customers consider first contact resolution the most important factor when interacting with a company, yet only 10% of companies believe they excel at its delivery. >>>

Proactive communication with customers: what benefits can it give to your business?

The benefits of proactive communication for businessesProactive communication is an important part of customer service. It helps to facilitate the customer journey and inspires customers to stay loyal to the company.

CEB Global study found that for every ten customers who have a high-effort service experience, nine will become disloyal and eight will say something negative about your brand to others.

What other benefits does proactive communication bring to a business?

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7 Customer Service Challenges and How to Overcome Them

7 Biggest Customer Service ChallengesAt some moments customer service job can be a challenge. Dealing with different people and trying to meet their expectations is not an easy task. It takes patience, sharp intellect and I would even say wisdom to navigate through the various customer moods and still provide a professional service.

In this article I would like to review the biggest customer service challenges based on my own experience. I would like to share with you what I found worked best for me to overcome them and I hope my experience will be of use to you as well.

So let’s begin. >>>

Soft Skills to Master for an Ever-Learning Customer Service Rep

If you are aiming for excellence, you can never stop learning and polishing your skills. What skills are needed for a great customer service?

There is a long-running debate over which set of skills is more important for a customer service rep, soft skills or technical skills.

A recent survey by Service Strategies concludes that 96% of respondents judged communication skills and interpersonal skills more important than technical skills for the success in customer support.  After all, to resolve any technical problem a CSR needs strong communication skills to effectively gather information, analyze it and find a solution which will help the customer.

A set of soft skills every CSR needs to learn:

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Real-Time Visitor Monitoring in Chat Support: How to Enable and Use It

How to use real-time traffic monitoring in live chat support
The benefits of real-time visitor monitoring in chat support

As a live chat software provider, we saw many of our clients adding direct messenger links to their websites and missing on the opportunity to see additional details about their customers and improve the quality of their customer service. Direct links to the messenger, although they allow the customers to chat with the company, don’t have the capability to pass any information from the visitor’s browser.

While we are aware that some of the live chat tools available in the market today don’t have this feature, which may be the reason some of our customers are not expecting to see this functionality, we try to encourage our clients to utilize the chat tool to its full potential and make sure that they take advantage of the benefits that real-time monitoring offers. >>>

Customer Service Cheat Sheet for Live Chat Operators with Examples of Responses

 Cheat Sheet for Live Chat Operators
Cheat Sheet for Live Chat Operators

Chat etiquette plays a huge role in customer service. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand.

How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?

Customer service training is the most important part in achieving these goals.

Professional line of communication is not that obvious to expect your service agents to get at it intuitively. It is especially true with new employees who often need help finding the proper style of communication which would stick with your business objectives and allow them to maintain their authenticity.

Below are some guidelines on how a service agent can best handle the major key points in a live chat conversation. >>>

6 Study-Backed Tips for “Best in Class” Customer Service

6 Tips for a Great Customer Service
6 Study-Backed Tips for “Best in Class” Customer Service

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. >>>