Top 10 Customer Service KPIs: How to Evaluate Your Live Chat Team Performance

Top 10 Customer Service KPIs
Customer Service KPIs for Live Chat Teams

Customer service representatives play a key role in business growth and promotion – by supporting customers they build trust and improve brand awareness, reduce the number of complaints and facilitate your marketing efforts. More than that, they often are the only contact a customer has with a company. If your business is in need of creating or growing a customer service team, there should be a process of evaluating its performance to make the team successful. >>>

12 Worst Things Never to Say to Angry Customers

12 Worst Things to Say to Angry Customers
12 Worst Things to Say to Angry 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.

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6 Reasons Why You’d Like a Career in Customer Service

6 Reasons Why You'd Like a Career in Customer Service
6 Reasons Why You’d Like a Career in Customer Service

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. >>>

How to Get Your Customer Service Employees to Care About Customers (Infographic)

The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers. – Sybil F. Stershic

Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees. Their employees are obviously passionate about their work and are willing to go the extra mile to help customers.

“Employee engagement is the emotional commitment the employee has to the organization and its goals. This emotional commitment means engaged employees actually care about their work and their company. They don’t work just for a paycheck, or just for the next promotion, but work on behalf of the organization’s goals.” – Kevin Kruse – NY Times Bestselling Author, Keynote Speaker

When employees are engaged, they truly care about customers, deliver better service and brand advocacy, and they are less likely to leave their jobs. While organizations enjoy better employee productivity and increased revenue: >>>

The Anatomy of a Customer (Infographic)

One customer can change the fate or course of your business forever. Just take a look at the United Airlines incident. We’ve all heard and saw it. It was very disturbing and we just can’t help but get angry and despise United Airlines. I won’t share the facts and other information anymore since I assume that you’ve already read a lot of articles and watched a number of YouTube videos about it.

So instead here are two lessons we can all learn from this incident:

1. Social media can make or break your business

This goes for all – whether you own a small or big business – social media can make a big impact on your business.

What does this mean to you? Everybody is on social media, if you do something good, it may be shared to the whole world. If you do something horrible, it may also get shared to the whole world. >>>

10 ‘Must-have’ Skills for Being Awesome at Customer Service

10 'Must-have' Customer Service Soft Skills
10 ‘Must-have’ Customer Service Soft Skills

When it comes to providing outstanding customer service, it’s the people who make all the difference. While it certainly takes time, training, practice and dedication to become a rockstar in customer service, it doesn’t have to be that hard when you know where exactly to focus your efforts on. Here’s the list of 10 must-have soft skills that matter most and that everyone involved in customer service should master and use in their daily interactions with customers.

# 1 Effective Listening

Listening is the key to effective communication. Without the ability to listen carefully to what a customer is saying, a message could be easily misunderstood and misinterpreted. As a result, communication breaks down leaving a customer frustrated. Listening isn’t just about hearing. A good listener will not only listen to what is being said, but also what is left unsaid or partially said. Luckily, if your listening skills are weak, there are certain techniques for improving them. >>>

Keeping Customers Happy: 4 Tips to Improve Customer Service

Keeping customers happy
Keeping customers happy

What, truly, is happiness? Is it the central purpose of human life? A mere byproduct of luck? Is it a psychological state, or a positive evaluation of being?

For businesses, the answer to all of the above questions is, of course, who cares. The only definition of happiness that matters is the one that applies to customers, and a happy customer is one that’s loyal, that keeps coming back for repeat purchases, and one that recommends you to family, friends and social media followers. A happy customer is one that represents excellent customer lifetime value, and happy customers as a group represent a big impact on your bottom line.

According to a Gartner Group study, 80% of a company’s future revenue comes from a mere 20% of existing customers. Furthermore, it reportedly costs six to seven times more to attract a new customer than to keep an existing one. The way to amass these all-important happy customers, then, is to focus on customer retention by improving your customer service. Here are few tips you might just want to consider: >>>

Best Practices for Live Chat Support (Infographic)

There’s no question that live chat is getting huge as more and more businesses are adopting the tool to stay competitive in the industry. In fact, according to Gartner, by 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. Is your business still lagging behind the trend?

There are many reasons why offering chat support might be a valuable customer service strategy. One of the most compelling arguments is that customers have come to expect it and they absolutely love it. The SalesForce research found that 64% of consumers expect companies to respond and interact with them in real-time, while 80% of business buyers expect the same.

People aren’t just using live chat, they’re actually getting more satisfaction out of it than from any other support channel. As stated in the Zopim survey, 94% customers proactively invited to chat were somewhat or very satisfied with their live chat experience. >>>

Why Is It Important to Have Customer Service Knowledge Base Software?

Why Is It Important to Have Customer Service Knowledge Base Software?
Why Is It Important to Have Customer Service Knowledge Base Software?

Customer service is a defining quality of almost any business nowadays. Before, if you were the only local provider, your flaws in the support department were not so damaging, considering there was no competition. Today, people can acquire services and products online, and the market in general is more competitive, hence customer service started to play a more important role.

Quality service, and a high number of satisfied customers can not only keep a business afloat, but also set the stage for future expansion, and for greater trust in your brand. On the other hand, a customer who is not satisfied or feels wronged can make an issue and make it harder for you to acquire new potential users, and considering just how many providers are out there, dissatisfied users are not a luxury you can afford.

So, let’s see how you can make your customer service better by relying on customer service knowledge base software, and also why this is so important nowadays. >>>

10 Signs of a Company That Really Cares About Customers

10 Signs of a Company That Really Cares About Customers
10 Signs of a Company That Really Cares About Customers

Did you know that there’s such a thing as International Clients’ Day? Although I’ve been in customer service for more than a decade, I first learned of it last week through a special offer email that I got in my inbox. Did you happen to hear about it too?

Whether or not, the fact is that this informal holiday has not been around for that long. Actually, it was proposed (and celebrated for the first time) by Lithuanian and Russian businessmen on March 19, 2010 as an opportunity to show gratitude to their customers. Since then, the occasion has been supported by many organizations and businesses in Western Europe, and it’s constantly expanding, with more companies joining the initiative year by year. Would you join the club too? >>>