More and more websites offer live chat support today so that their customers can get immediate and thoughtful service whenever they need. However, sometimes like many other tools live chat is being misused and customers instead of receiving smooth and pleasant customer experience leave the chat room angry or disappointed. Why does this happen? You cannot ignore the fact that live chat etiquette already exists and customers expect specific behavior and attitude. When the pattern is broken customers feel frustrated and rate your service as poor.
Chat conversations can be easily saved and shared on social media, like this happened with Amazon’s dissatisfied customer who spread the word about negative experience with one of employees. To avoid such situations you need to train your customer service team to treat customers politely and with respect. In this blog post I would like to offer 10 tips for being polite on live chat. >>>
Dissatisfied customers are, unfortunately, an inevitable fact of business life. How you respond will determine whether the customer shares on social media how terrible your customer service is or will remain loyal to your company. Lots of brands have gone out of business because of poor customer service. More than ever, customers want to be treated with respect. According to the report Customers 2020 by Walker Information in collaboration with Customer Think and the Chief Customer Officer Council, by 2020 customer experience will overtake price and product as the key brand differentiator.
In this article I will highlight the main reasons why customers leave dissatisfied and will unfold unpleasant facts about the impact of poor customer service on the brand. On the below infographic you will see valuable statistics from NewVoiceMedia and ClickFox about poor customer service effect on the business: >>>
According to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator. That is why it is important to stay connected with your customers and keep them informed about your company innovations and events.
You may attract new customers with help of great content. However, to keep them you need to offer exceptional customer experience. Over the next five years 41% of B2B and 47% of B2C organizations will try to differentiate from competition with help of great customer service. Superb customer experience generates a positive buzz among other customers and their friends. In this blog post I would like to offer you 6 strategies you may take to stay connected with your customers and create positive customer experience. >>>
Holiday season is the perfect time to meet relatives and friends. It’s the time when all of us are up to our ears in holiday rush and non stop 24/7 shopping.
For consumers it’s the best time to take advantage of discounts and holiday offers. For businesses the competition becomes fierce, as retailers and shop owners fight for customer attention amidst the holiday madness.
Some businesses use out-of-the-box ideas to win more customers and leave less innovative competition in the dust. In this blog post I would like to share best holiday season practices from business and customer service leaders. Take a look at them. >>>
While communicating with customers over live chat there is always a risk to spoil the impression of the conversation by writing something inappropriate. However, not all customer service representatives realize this risk and understand that there are phrases and words to avoid in live chat communication.
The words you use to communicate can convey a lot of meaning. That is why it is important to set the right tone of the conversation from the very first minutes. In this blog post I would like to share some useful customer service tips that will help to improve your overall customer service experience and avoid awkward situations.
Drop the Jargon
Quite often customer service representatives over-estimate customer knowledge about their products or services. And as a result use professional jargon while talking about their offering. To avoid misunderstanding try to provide detailed explanations and descriptions of what you are referring to. >>>
The first impression comes after the first greeting. Your customers like to be liked and to feel they are important. The first greeting may become a decisive factor for your website visitors to stay and continue purchasing or to leave. It tells customers who you are and how you feel and what kind of service to expect from you.
A kind greeting can become a competitive advantage for your business. After all, everyone likes to do business with a friendly sales person. If you want to stand out in a crowded market where consumers have too many choices, you need to go above and beyond with your customer service. In this blog post I would like to offer four customer service tips to greet your customers. Here they are: >>>
In any business existing customers leave and new customers arrive. However, there are customers who are the backbone of any business, they are the loyal customers. According to Accenture 28% of consumers are loyal to their providers and brands, which is why all effort should be taken to keep such customers and increase their number.
However, businesses focus on attracting new buyers and often forget about those customers who have been staying with them for a long time being loyal to their brands. These consumers feel frustration and leave as soon as they find an alternative. In this blog post I have described 5 reasons why businesses lose their loyal consumers. I hope that better understanding of this problem will help your business to retain loyal customers and provide a better customer service to them. >>>
According to McKinsey survey 70% of buying experiences are based on how the customers feel they are being treated. More and more companies put the customer service at the forefront today. Understanding the importance of good customer service is essential for any business when looking for new customers, retaining loyal customers and developing relationships with prospective customers.
We are living in the digital era and every day more and more technologies appear on the market. Consumers get used to those technologies and when it comes to customer experience expect modern approach from businesses. In our new infographic I highlighted the most important aspects of excellent customer service in digital age and provided helpful tips and tricks for any business. >>>
There’s a way to do it better – find it. Thomas A. Edison
According to Gallup survey 70% of American workers do not reach their full potential and get stuck at work. In most cases they are emotionally disconnected from their companies and feel they are not heard and noticed. Very often employees invest their time and money in professional development to better fit their positions. However, their effort comes unnoticed and just taken for granted. This in turn reduces employees performance and their desire to improve and grow. “Why should I waste my effort” – your employee will think and continue working without inspiration. Though it may seem that such mood will do no harm to your organization we all know this is wrong, especially if your team deals with customers on a daily basis.
The right motivation and inspiration of your customer service team will help your company to stay ahead of the competition. When your brand is recognized not only for its products quality but also for its superior customer service, this means a lot. There is always a room for improvement. You just need to keep moving forward and find a better way. In this blog post I would like to share five tips that will help you to inspire your customer service team and improve your employees performance. >>>
Great customer service quotes from business leaders is one of the best ways to motivate and inspire your team. They demonstrate not only rich experience but also show how important is to move forward and find a better way to do your job.
In addition to being a great source of inspiration these quotes help to keep your company’s customer focused culture alive. Providing an exceptional and superior customer service is an integral part of any business success. Customer oriented culture is not only a way to stand apart from competition, it helps to build lasting relationship with customers. >>>