Inefficiencies in customer service affect not only the company’s profits and image, but contribute a lot to customer frustrations.
Spring time always feels like a proper time for cleaning. Let’s take this opportunity to clean the relationships with our customers.
There are 6 major pain points that consumers all over the world are complaining about. The 2015 Parature’s Report on the Global State Multi-Channel Customer Service beautifully highlighted them all. >>>
In today’s blog I would like to speak about efficiency in customer service, to look at this subject from personal experience.
I think this is the question that naturally rises within when you understand your full responsibility for your work, for how you and your customers are going to experience it and what results you are going to produce.
When you start noticing your inefficiencies and honestly acknowledge them, at the same time you begin to ask yourself, how do I make myself more efficient?
It seems that the biggest hurdle to greater efficiency is one’s psychological state, which can block your progress in many different ways.
Below are my few tips on how you can bring yourself to a more efficient state of mind. >>>
Today, when customer service is becoming a major differentiator for businesses, it is probably not a blasphemy to call it a new religion – religion for business. If we take on this term, the next step is to adopt some kind of a scripture, a code to live by.
Few weeks after Christmas, I was sitting in my chair and thinking that it would be good to remind myself what is really important. Serving customers is the main job for every business and every department within a business. Everybody understands that now. But what makes up for a good and efficient customer service? What is there that all of us should keep in mind and focus on, what are the guidelines? Like this, I have come up with a list of things, which based on experience, seem to be contributing the most to creating a great experience for clients and a meaningful relationship between a business and its customer. >>>
Probably it’s true for most of us that even within applications that we use for years on regular basis we sometimes discover some hidden features or a different way of handling the application which we would never come to know about unless an accident happened.
Why wait for an accident!
Today I would like to share with you a few tips and tricks which I personally find very helpful in making the work of the live chat support operator easier and more efficient. I am sure you never noticed at least some of them.
Customer experience is becoming more and more important for companies over the years. The reason is, it has become the key differentiator.
Some 15 to 20 years ago the main goal targeted by most businesses in order to gain an advantage in the market was to design cost-effective procedures and create products quickly and efficiently. Affordability of products was the key differentiator.
When this goal was reached and the market was flooded with the multitude of products differing little in features and price, companies needed a new way to stand out from the crowd.
Today, when customers are bombarded with offers, they are making their buying choices based on, almost solely, the level of customer experience they receive from a company. >>>
Holiday revenue can account for 20-40% of a retailer’s annual sales, according to NRF. That’s why online and omni-channel retailers have every reason to work hard to prepare for the holiday season.
Perhaps, it is understandable that one in four retailers names sales, revenue, profit and conversions as a top business priority during the holiday season. However, it is those 27% of retailers who cite improved customer experience as their top priority who are truly on right path to achieving their business goal of high revenue.
The landscape of customer preferences is changing every year. What strategy to choose and where to focus your effort to meet customer expectations of this holiday season? >>>
Today probably every business is sufficiently aware of the importance of social media for customer service. Report by Parature shows us that 33% of consumers confirm they have used social media to ask a customer service question at least once and 18% use social media as a customer service channel on regular basis.
Just these facts alone are enough for companies to start giving basic attention to the quality of their social customer care.
However, other stats showing how big an impact those small number of customers reaching out via social media (compared to other, traditional customer service channels) have on the brand’s image, reputation and in the end, sales volume, become even stronger motivation to put in time and effort into the development of social customer care. >>>
We are all dreaming of some perfect destination in our lives, in our businesses, in our relationships. A place which we could call home, where we can relax and savor each moment of existence. Does it exist? I feel that it does.
In my perception this place is very magical. It is a state of perfect balance where, once you reach it, everything gets taken care by itself, one element enabling and supporting the functioning of another and where everything is interconnected and interrelated. It is one whole self-sufficient entity. And because it does not need support from the outside, it is joyful, it is abiding in a state of nirvana.
How to reach this bountiful state? Whether we are talking about customer service or any other aspect of life, the first step in that direction is to recognize the fact the some things are out of balance now. Seeing clearly the dysfunction of the current state is the most important aspect of a journey back to a balanced state. >>>
If you are offering live chat support on your website, you probably know that sometimes your support agents have to answer sales questions. You may even have a separate sales department if you are a larger business. Contrary to the common belief that live chat is mostly good for support, many companies are successfully utilizing it for sales also.
Are your agents qualified to answer sales questions? Do they know the specifics of the live chat tool which could help them to make a better product or service presentation to clients?
Below are my 5 tips on how to structure and polish your sales presentation offered in the environment of online chat. >>>
Rumi, the ancient Sufi mystic and poet, used to write: “If you desire healing, let yourself fall ill, let yourself fall ill”. I like this quote. In my understanding, it means that in order to experience true health, which is our natural state, we need to undergo a certain cleaning. We need to remove things which don’t belong to the natural state, which become barriers to our experiencing it.
I think this wisdom can be applied to all aspects of our life. When I try to apply it to my work and my aspiration to create a perfect customer experience, I realize that a perfect experience doesn’t need to be created. More often than not, to make our customers happy we just need to remove things which stand in the way of effective and positive communication between us as companies and our clients. In a way, it could also be called a cleaning process, or healing process. And the first step is, to recognize these barriers which obstruct the ideal experience, or to let yourself as a company fall ill, which means allowing space for mistakes and for their recognition. >>>