More and more customers take an advantage of self service options before contacting customer support representatives. In fact, Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service. According to Zendesk 50% of customers think it’s important to solve product or service issues themselves. By creating a page for customer self service with most frequently asked questions and answers to them you will not only empower your online shoppers to find information they need in your support portal, but will also cut down on customer service costs. Here are the most important benefits of a FAQ page:
Assist your customers proactively by anticipating their needs before they have to ask for help
Cut down on customer service costs and save time of your customer service team
Offer your customers a portal where they can find not only answers to their questions but also read more about your company
Your FAQ page can be a valuable SEO and PPC asset
Educate your customers on the topic related to your business
Customers are putting a great deal of faith in you, when they’re telling you personal information. It’s essential that you understand the gravity of this relationship and the level of trust a customer is instilling in you when they disclose these things to you.
Spamming them, selling their information to another company or letting it fall prey to a cyber attack are all situations where the trust given to you will immediately be shattered. Keep their information safe and secure, and take seriously the trust they have given you.
Here are the top 10 questions you should be asking before you start asking your customers to collect their personal information. >>>
Predefined, canned or saved responses in some cases help to facilitate and enhance live chat communication. However, live chat agents should keep in mind that misusing this feature may lead to their chat sessions sound robotic and unfriendly. All bread is not baked in one oven. The same should be applied to live chat canned responses for your company’s customer service. They should be unique and adjusted to your business needs.
Though, it seems quite clear what kind of responses to add, I would like to describe some scenarios which will help you to create canned responses for your live chat.
Greeting your customer
Most live chat providers offer an ability to customize system messages, which appear automatically when the chat is initiated. Definitely, adding valuable for your customers information to such messages will save your team’s time and will give your customers clear directions what to do further. You can include some basic instructions, greet your customers or just thank them for contacting your support chat. Here are a couple of examples of such messages: >>>
Many companies tend to focus too much on the service or product they provide and forget about listening to their customers. Inevitably, this results in revenue and profit reduction. The main goal of any business is to make money. However, it is easier to reach it when we listen to our customers and understand their needs.
In fact, there is nothing more effective for the quality of our service than listening to what our customers say. Still, businesses often do not solicit their customers’ opinions and thus they lose that precious connection with them that creates smooth experience.
In this blog post I would like to share with you the experience of business leaders who deliver excellent customer service and listen to their customers. >>>
It’s no secret that customer service employees have to deal with angry customers nearly about 80% of the time. In this digital age only a few people will call your support to inquire about a product or service when most of the answers can be easily found online.
While you obviously can’t control problems caused by malfunctioning products or service errors, you can control how you respond to complaining customers. The stats show why you should take them seriously:
Nearly 70% of customers quit doing business with an organization because they felt they were treated rudely or with indifference.
95% of customers share bad experiences with others, 54% share bad experiences with 5+ people, 45% share negative reviews on social media.
66% of customers are most frustrated from interacting with employees who are rude or unfriendly.
If you are a student or contemplating a career change, you know that there’s plenty of career advice out there. However, it tends to offer pointers on careers that are currently hot or that will be in the future. Some of these jobs are indeed great employment prospects, and some of them will be occupations that are extinct a decade from now. And then there are the “solid” jobs, jobs that offer vital services and are always in demand.
Customer service positions are proving to be the best of both worlds, offering a much in demand career that is projected to grow within the next decade. Read on to learn why customer service is definitely a field to consider. >>>
It is sometimes said that success in business is less about what you sell and more about how you sell it. While this obviously means that marketing is important, so too is the journey customers go on. After all, even businesses with great quality products will struggle if they provide a poor customer experience.
As a result, companies need to make sure they are equipping their employees with the necessary customer service skills to deliver on the elements that truly matter to customers during their service journey. In this article, we take a closer look at some of those elements and explain why they are so important. >>>
Modern customers are becoming more and more demanding to brands. We cannot ignore the fact that 84% of millennials don’t trust traditional advertising. Old methods to reach customers no longer work as they had worked before. Together with personal selling, advertising, and sales promotion marketers need to offer creative content and run YouTube channel as well as promote their brands on Instagram.
In my today’s blog post I decided to describe eight ways that will help you to reach more customers. However, at first I would like to offer an infographic with statistics that will make you rethink your social customer engagement strategy: >>>
When morale is low in your office, you may find that productivity levels take a nosedive, profitability tumbles and turnover increases. Each of these factors can be a detriment to your business, and the unfortunate reality is that managers and business owners must make a regular effort to keep morale high for the benefit of the company. Simply addressing this issue once and walking away from it or intermittently focusing on morale is not enough. One of your top goals should be to keep your team motivated and engaged throughout the year, and you can easily employ some of these great tips to achieve the results you desire.
Let Them Know What to Expect
It is easy for workers to feel as though they are spinning their wheels and getting nowhere fast. They may feel as though they put in a hard day’s work regularly and that they are not achieving anything from their efforts. Some may even feel as though their professional lives are pointless. As a manager or business owner, you need to tell your employees what the company’s goals are. >>>
Customer service team success is most significantly influenced by service-focused culture that starts at the top and works its way throughout the company. In today’s highly competitive marketplace, the most popular businesses attribute a large part of their success to having a customer service mindset that has the power to build a strong brand image and product differentiation.
To develop and cultivate that mindset, every company needs to put effort into refined hiring process, constant employee training and growing leaders who will set the tone for other team members to follow. Here on our blog, we’ve highlighted many ways you can enhance customer service agent hiring process and training. In one of my previous articles, I have also touched on the topic of Servant Leadership in customer service.
Today in this blog post, I would like to delve into another couple of points related to leadership in customer service and put together some inspiring food for thought. >>>