Where does FCR rank in your list of priorities? The role of the contact center is to offer customer services to their clients. The key is to exceed expectations and provide superior customer experiences at all times. There are no exceptions. If you don’t deliver then the client moves on to the next center and …
To stay on the cutting edge of customer service, you’ll want to offer your customers every available avenue to provide help and support. One of the newest, most innovative and customer-friendly methods is live chat support. Studies have shown that customers prefer this type of communication with companies over the phone or email. You might …
Exceptional customer service differentiates you from the other providers in the market. That differentiation is crucial because today’s customer is sophisticated and has more options than ever before. With the click of a button, they are out of your online shop and into the next. The secret is to offer them support and assistance that …
5 Reasons why Customer Service is Incomplete without Live Chat Read More »
When your company provides software as a service, it’s important to constantly work toward a high level of engagement of your customers. Engaged customers are often more likely to be retained by your company. The software as a service customer has specific needs that need to be addressed effectively and in a timely manner by …
How to Successfully Engage and Retain SaaS Customers Read More »
The month of April was action packed, and among the most memorable things I did, was taking part as a speaker at the PACE Convention & Expo. The focus of the convention was creating an effortless customer experience and the emerging role of social customer care in business. Customers need engagement throughout the product life …
The Emerging Role of Social Customer Care in Business Read More »
Your brand has made a mark in the noisy market-place and every day you need to ensure you maintain that position. Whether you stand for integrity or innovative products, one key aspect that will help you keep that standing is a seamless customer experience. Customer experiences are not only limited to the retail space but …
Strengthen Your Brand with 3 Seamless Customer Experience Tips Read More »
Customer care representatives are a necessity to any company offering customer experiences. Because they are at the forefront, they determine the kind of service customers enjoy or otherwise. Best-In-Class organizations realize this fact and work to turn this service resource into a critical asset. This is done most effectively through engaging and empowering the customer …
E-Commerce and Internet marketing are standard in the digital age. Nearly every successful business, retail or otherwise, uses some form of web-based sales or information distribution. However, although many customers are happy to do business online, at times Internet-based companies seem to lose the human touch. Offering a live chat service on your website can …
Why Live Chat Is the Perfect Tool for Help on Demand Read More »
Many components must be carefully orchestrated for business success, none of which is more critical than Customer Service. Customer care has evolved over the last couple of years primarily due to digital advancements. To set yourself apart, you need to incorporate the 4C’s, which stand for customer experience, conversation, content, and collaboration. Look at them …
Customers everywhere are starting to turn to the internet to conduct their business and shop. Website owners are scrambling to implement tools that will enable them to meet the needs of their customers without investing too much time, money and resources. As more customers start to increase their expectations to improve their experiences, many online …
2 Ways Live Chat Services Can Improve Online Customer Experience Read More »
To satisfy the connected customer, you need to interact with them through their preferred mode of communication. Some customers want to reach out via phone, email, live chat or social media. Whichever channel they contact you on, you need to be present lest you lose them. A multi-channel communication goes beyond the traditional hotline to …
5 Challenges in Deploying a Multi-channel Call Center Read More »
Don’t let the name fool you—social media is about much more than sharing vacation pictures and catching up with old friends. Twitter, Facebook, and social media platforms throughout the Internet are being utilized as broad communication tools, by individuals as well as organizations. So what exactly does this mean for your customer service campaign? Social …
Offering excellent customer service has tremendous benefit to any organization, and it is one of the top priorities for every employee. The top management assigns a team to develop strategies and then train the employees for a seamless implementation. Poor customer service hurts your business by driving away customers, who spread the bad news to …
Affordable Strategy and Techniques to Improve Customer Service Read More »
If you look at monthly satisfaction rates for chats and tickets, satisfaction for a regular customer service chat is typically much higher than for a support ticket. This anomaly has a rather clear cause: When clients’ cases are pushed to support tickets, they are usually already dissatisfied with the service they have received. Why? Support …
4 Ways to Deliver better Customer Support utilizing Chat Read More »
Offering exceptional customer service experience will win you some loyal customers. A string of loyal customers who rave about your brand is one of the key things you need to beat the competition. Exceptional customer service is making the customer feel they are the most important for the few minutes you are attending to them. …
How to Create An Exceptional Customer Service Experience Read More »
Online shoppers have proven time and again that they’re not the most patient group, and it’s tough to blame them. With so many alternatives just a click away, it’s crucial to ensure that your web site’s support tools are both accessible and responsive at all times. This ranges from e-mail and phone communication to your …
Live Chat: How Long Can You Keep Customers Waiting? Read More »
Mobile technology and social media have completely revamped how we communicate not only with each other, but with the companies and businesses from which we buy products and services. Customers aren’t shy when it comes to leaving praise or a complaint on a company’s Facebook wall or Twitter page. To show your business is on …
Learn to Be More Social When It Comes to Customer Service Read More »
With many businesses taking the Ecommerce route, it is essential to provide Ecommerce customer service during and after a sale. Efficient Ecommerce customer service ensures satisfaction, customer loyalty towards the business, and increases the chances of a customer reverting or referring the services to others. Since direct conversation is less in the online environment, providing …
Ecommerce Customer Service Make Customers Feel Valued Read More »
As more companies turn to online to carry out their business, the online chat channel has proved to be a cost-effective, fast, easy, and efficient way to provide quality chat customer service. With many advantages such as increased FCR, higher CSAT, reduced cost-per-contact and more, the online chat is being actively incorporated by businesses as …
Building Positive Customer Experiences through Online Chat Read More »
