Mastering keyboard navigation is one of the most effective ways to make digital environments more accessible. For users with visual impairments, motor disabilities, or even power users seeking efficiency, the keyboard serves as the primary gateway to the web and operating systems. This guide explores the essential shortcuts for navigating Windows, macOS, and web browsers with accessibility in mind.
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According to Zendesk, 81% of consumers say that they would likely make another purchase after a positive experience. Thus, successful customer service strategy should be the highest priority for many businesses today. No matter whether you sell goods or provide services, you need to meet your customers’ expectations on every step of their journey. The very first interaction with your company starts from the search engine where users type their search query to find whatever they need. Hence you should make sure your business is listed and a meta description is clear. Then your potential customers come to your website, where you need to put your best foot forward to make positive impression.
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Modern customers become more and more demanding. Together with high quality of products or services they expect excellent and smooth customer experience. However, without proper tools which help provide fast and efficient customer support, such excellence cannot be achieved. Together with effective marketing strategy, businesses need constantly WOW their customers and ensure they receive memorable customer experience. Why customer service matters Your customer service team is the face of your business. Happy and satisfied customers are more understanding when you increase prices or something goes wrong from your side. They receive positive experience and this way you can extract more value from them. Loyal customers help you acquire new customers even better than any marketing campaign. And that’s free of charge! The following reasons will explain why providing excellent customer service is really important today:
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Whenever your customers contact you they can share their ideas and offer suggestions. This information is valuable both for business development and customer experience improvement. Your customers show your flaws and suggest where you need to work harder to bring your products or services to perfection. In fact, according to Microsoft research 52% of people around the globe believe that companies need to take action on feedback provided by their customers. Furthermore, that report also suggests that brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback.
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Did you know that 64% of people think that customer experience is more important than price in their choice of brand? The new trends in customer service are emerging day by day and one cannot just overlook them. Though 2019 year will not become the year if AI in customer service, the impact of technology and customer demand on it cannot remain unnoticed. Customer service now becomes a competitive advantage for many companies during the sales process. Thus the main goal for businesses in not only to explore and implement new technologies but also do their best to WOW their customers and offer memorable customer experience.
Continue readingDid you know that 51 percent of U.S. employees are looking for a new job? Why? Aren’t they satisfied with their salary? Don’t they like their old laptops? Can’t they bear long traveling to and from office? Or maybe their chief isn’t empathetic enough? It’s quite a difficult task to find the one who cares only about material values when deciding on a job. The ProvideSupport blog writers have prepared fascinating statistics on this issue. Take the trouble to have a look at it and find out how much chiefs lose per year just because of not being empathetic (reading will take you 3 minutes). Each time when a young or already experienced specialist decides to apply for a job, they expect to be engaged at work, to love what they do, to have friendly and permanently smiling colleagues (such innocent fools!) and what else? An empathetic boss. Statistics show the great correlation between a chief’s empathy and employee’s productivity, that means between a chief’s empathy and company’s income. Do you still doubt empathy plays an important role in business? Take a look at what we’ve prepared!
Continue readingEveryone working in customer service knows that words are incredibly powerful, and some of them can truly either make or break customer service experiences. In fact, according to Andrew Newberg M.D. and Mark Robert Waldman, the authors of Words Can Change Your Brain, a single negative word can trigger the release of dozens of stress-producing hormones. Using the right customer service phrases in your live chat and phone communication with customers makes all the difference between a bad service and a delightful one. Empathy is the Key to Excellent Service Empathy is the ability to “walk a mile in someone else’s shoes”. Believe it or not, customers are not expecting customer service professionals to resolve their issues 100% of the time. On the other hand, they do expect empathy from service agents every single time they contact your company’s support. Empathy statements can do so much in making customers feel that they are understood, respected, and their feelings are validated.
Continue readingWith the growth in messaging apps and automated bots, live chat is becoming the most popular customer service channel that offers huge opportunities for businesses, from support to marketing. In fact, more and more businesses are realizing today that live chat is much more than just a budget-friendly support channel. According to Kayako research, 79% of businesses say offering live chat has had a positive effect on sales, revenue, and customer loyalty. Why Do Сonsumers Love Live Chat? Because they want quicker service, faster resolution and greater flexibility. Live chat offers immediate support with no need to wait on hold: Zopim survey found that it takes a service agent less than a minute on average to reply and resolve an issue. But most importantly, it’s convenient. People can carry on working, shopping, eating or whatever they were doing while maintaining a chat conversation. It’s customer service that perfectly fits into their lifestyle.
Continue readingOver the recent years customer experience has dramatically grown in value to supersede product quality and price. Companies that deliver outstanding customer experience can truly win over the competition, retain more loyal customers and improve their bottom line. So what’s trending in the world of CX today? Since customer expectations are changing just as rapidly as technology advancements, improving customer experience has become an ongoing goal for most companies. Dimension Data found that over 82% of companies recognize the customer experience as a competitive differentiator. According to another survey by Harvard Business Review, 86% of business leaders agree that CX is vital for success.
Continue readingTo connect with new customers don’t try to get inside their heads. Get inside their hearts. Create an emotional connection. – Bill Quiseng Some of the world’s most successful business leaders know that attracting customers and winning their loyalty isn’t merely about the product or service. It’s more about offering an experience that creates an emotional connection between the customer and the brand. In fact, the Temkin Group found that while all three components of customer experience – success, effort, and emotion – have a strong effect on loyalty, emotion turns out to be the most important element. When companies connect with customers’ emotions, the payoff can be huge. According to the Harvard Business Review, consumers who are emotionally connected with a brand are anywhere from 25% to 100% more valuable in terms of revenue and profitability than those who are “merely” highly satisfied with it.
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