Everyone 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 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. >>>
With 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. >>>
Over 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. >>>
Millennials now make up the largest consumer demographic with more spending power than any other generation. According to Accenture, while Millennials are already a potent force (spending approximately $600 billion each year), they will truly come into their own by 2020, when their spending in the US is projected to hit $1.4 trillion annually and represent 30% of total retail sales. Businesses that intend to keep them as customers need to rethink how to approach this generation.
Is your customer service Millennial-friendly?
Millennials have high standards for fast, seamless and consistent cross-channel, cross-platform, real-time, personalized experiences. And they can easily take their business to a competitor, if you fail to meet their expectations. In fact, studies reveal that 68% of 18 – 34-year-old consumers have stopped doing business with a brand due to a single poor customer service experience. >>>
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: >>>
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. >>>