Olga, Author at Provide Support

November 22, 2022 Olga

Customer service metrics worth your attention

It is no longer a secret that customer service plays one of the leading roles for any business today. Together with marketing and sales teams, customer service agents fight for new customers, product reputation and brand awareness. However, when it is easy to see effort of marketing and sales teams, the results of customer service representatives are not that evident and sometimes require measurement. For this purpose, exist standard customer service metrics which we would like to describe in our blog post. Customer Satisfaction Score (CSAT) To measure how your customers are happy with the service provided by your team, you can use customer satisfaction score metric (CSAT). It is based on a question “How satisfied are you with the experienced you had with our company?”. To calculate the CSAT, you need to divide the number of those customers who gave a positive response by the total number of responded customers. The result will show you how satisfied were customers with the experience they received.

August 8, 2022 Olga

Benefits of in-house data storage

Data security problem has recently become of the highest priority for business owners all over the globe. No matter whether your business is big or small, all issues related to data protection have become number one concern. IBM’s Cost of a Data Breach Report found that the average cost of a data breach is $3.86 million and moving in an upward trend. Thus, all measures for keeping company information safe should be taken. In this blog post we will discuss pros and cons of in-house data storage vs commercial clouds. Pros and cons of in-house data storage Self-hosting means installing, running and maintaining all the hardware locally, while cloud-hosting is about renting this service from a SaaS provider. Though hosting on-premise sounds scaring, there are a lot of advantages of the in-house data storage:

July 4, 2022 Olga

Best tools for the effective remote teamwork

Today virtual offices became the necessity rather than an additional way of organizing the workflow. Lots of businesses have started hiring remote teams recently. However, Covid-19 pandemic significantly sped up this process and forced many businesses to move to virtual working environment. The necessity to transfer to remote offices made this process quite chaotic with various inconveniences both for employees and employers. In this blog post we will recommend the tools for effective remote teamwork to facilitate your remote office setup or improve the workflow of an existing one. However, before we start let us highlight the most important features for the successful remote teamwork:

June 9, 2022 Olga

5 Reasons your Customer Service isn’t Human Enough

Digital customer service becomes more and more popular among businesses. And the reasons for switching to other than phone customer service channels are more than obvious: More cost saving customer service budgets; Faster customer response time; Lower load on customer service agents. At the same time with increased efficiency and profitability customer service loses its humanity that many customers are carving. Thus, to get higher satisfaction rates for customer service quality you should offer human touch and personalization. In this blog post we highlighted several reasons why your customer service isn’t human enough.

reliable communication channel for customers and employees

April 29, 2022 Olga

3 Reasons You Need to Have a Reliable Communication Channel for Your Customers and Employees

Secure and reliable communication channel is one of the most important aspects of any successful business today. Information leaking can damage even more than destruction or theft in modern world. For ages people have been struggling to keep data secure and protected. They invented various ways of secure data exchange: private messengers, pigeon post and encrypted texts in Middle Ages invisible ink and more advanced texts encryption in late 19 and early 20 century password protected data in 1960th email invention in 1970th data protection with help of antivirus software development in 1980th the rise of firewalls to protect data exchange in 1990th more and more improvements against data leaks and more advanced measures to protect information exchange today

customer education, educational customer experience

March 16, 2022 Olga

How to Provide Educational Customer Experience

Modern customer service is not a simple process of answering customer questions and solving their issues. First of all it is an essential part of any business operations that can make or break a business. Statistics shows that for 86% of consumers good customer service turns one-time clients into long-term brand champions. Providing a comprehensive customer education with your products or services while assisting your customers can help your company improve your customer service and bring it to the next level. When your customers have enough knowledge, they feel confident and do not bother your team with multiple questions. Thus it is important not only to provide good self service options, but also to train your customer service team to educate your customers while assisting them.

December 23, 2021 Olga

10 Tips to Help You Get Ready to Customer Service Job Interview

The job of customer service agent requires having a personal contact with consumers or businesses. Thus your interviewer will try to find out as much as possible about your communication skills and ability to interact with people and provide them with assistance. It is not enough to know answers to questions which can be asked during the customer service job interview. You need to possess specific soft skills and meet the requirements of the position you apply to. In this blog post you will find useful tips which will help you feel comfortable and confident during your interview.

June 1, 2021 Olga

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.

February 18, 2021 Olga

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.

January 26, 2021 Olga

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.