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. >>>
No matter how hard we try we simply cannot please 100% of the people 100% of the time, that’s why customer complaints are inevitable in customer service. Whatever the problem might be, the way you address unhappy customers and handle their complaints can have a major impact on your company’s reputation.
Obviously, ignoring complaints and failing to resolve them can make your customers leave and spread negative word of mouth. On the bright side, 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you. >>>
These days, the phrases “go above and beyond for the best customer service experience”, “the customer is always right” and “the customer is king” have become one of the most cliched and repeated in marketing. Business owners, marketing directors and managers across-the-board keep on being focused on delivering over-the-top customer service experience. And yet, poor customer service still exists and unfortunately seems all too common. Are we perhaps overlooking some fundamentals in the pursuit of excellence? >>>
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. >>>
“Judge a man by his questions rather than by his answers.”― Voltaire
Properly and politely asked questions always make a good impression on customers. They create an atmosphere of friendliness and encourage customers to come back again and again. Normally it is not enough to answer questions politely, it is also important to put questions properly, show respect and polite attitude. In this blog post I would like to share some live chat etiquette ideas about this. Here they are:
Smile when asking questions
We can ask questions in a different way but if we want to provide a memorable customer experience we need to express our friendliness and desire to better assist not only while answering questions but also while asking them. Just compare these two questions: >>>
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. >>>
Millennials, also known as Generation Y, are among us and before you even know it, they will make up most of your customer base. Besides being the largest demographic in the marketplace, Millennials have greatly redefined the customer experience and continue to challenge businesses to keep up to their ever-changing expectations.
Accenture predicts that in the US by 2020 their retail spending is expected to hit $1.4 trillion per year, which is a huge share of the global spend. That’s why if you want to ensure a long life for your business, you simply can’t ignore this powerful generation. >>>
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.
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. >>>