Support falls flat without customer engagement
Developing a customer engagement model goes far beyond pricing and offering a quality product or service—it’s about creating an emotional connection with customers
Let’s get serious about improving the customer experience
Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience
Setup your agents and end-users for success with Chat
You’ve made the important step of deciding to implement a new Chat channel, but now what? There are many things to take into consideration, from where you place the Chat panel to how you’ll staff your Chat agents
Create an effortless experience for customers
Providing an effortless experience for customers might seem easier than ever—after all, customers enjoy a wealth of service channels that previous generations could only dream of. But with myriad options comes complexity
How customer-centric is your organization?
When companies succeed at putting customers first, customers are more likely to advocate for and stay with a company longer. A customer-centric company’s good reputation is likely to bring in new shoppers because consumers are more willing to purchase from a company they believe will treat them well and personalize their experiences
Creating a customer service definition
Arriving at a customer service definition that everyone can agree on can be tough, but taking a step back to define its key elements is a useful exercise
Work smarter: live chat best practices
As with any communication channel, there’s a right way and a less effective way to offer live chat to your customers
Improving the customer experience
Customer experience focuses on improving the way customers interact with your business. Doing so means putting the needs of the customer front and center
Tiers for fears: Is tiered support for you?
If you’re a business with consistently growing customer base and ticket volume, it might be time to consider tiered support
Four examples of good customer service
What if the industry’s definition of what comprises top-notch customer service varies from what customers really value?
Why you must offer chat support
It’s a scenario that’s all too familiar: having spent some time researching a product online, Jane is ready to make a purchase. She starts to check out and scans the shipping options. Will it arrive when she needs it to with regular shipping or should she pay to have it expedited
The more the merrier: Add teams to Zendesk Support
Your customer service team answers many of the day-to-day questions that arise (and they’re great at it), but expertise from other departments is sometimes required
Top 3 complaints from customer support agents
We all have our fair share of job-related woes. Unfortunately, a recent Gateway Research report found that support agents have their fair share. Here’s how to meet those frustrations head-on
Proactive support with in-product messaging
Would it be helpful if you had a way to reach out to your customers before they need to reach out to you? Let’s say you have a new or updated product you want to let them know about, or you want to give your new users a suggestions on how to get started
Fine tuning: the best ticket is the one that’s never created
In our last Fine Tuning session, we took a look at building ideal workflows so that every ticket is solved as efficiently as possible. This month, we take the conversation a step further by asking, “How do we prevent ticket creation in the first place?” A good self-service strategy can have a major impact on customer loyalty, support costs, and customer satisfaction
Beyond FAQ: how support can create great customer experiences
A well-designed FAQ that matches the look, feel, and tone of the business should be top of mind for any company with a digital presence. We know it’s how customers search for information and it’s often the first place would-be customers go for details when sizing up their options for goods and services. But what about the impact of other channels, beyond the FAQ, on customer service?
Uncover the value of support: 3 ways to combat customer frustration
If your company’s current processes can’t properly address a barrage of customer grievances (and you’ll know that stress test when it happens), it could be time to reevaluate how combat-ready you are for when things get rough. Here are three great ways to combat customer frustrations
On hold no more: top 5 benefits of a callback service
No one likes calling a company only to be put on hold. In fact, according to a survey from Google, 60% of customers think 1 minute is too long to wait on hold. But the good news is that a callback service ensures that your they don’t have to be put on hold if they […]
Which comes first, the customer or agent experience?
Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer? I believe, like all healthy and prosperous relationships, that they are intertwined and
Highlighting your customer service capabilities
Companies must bring their “A game” to improve their customer service capabilities, or risk losing out to competitors who do it better
3 ways to improve CSAT
Wouldn’t you want to know if your customers are unhappy, and if so, why? Understanding a customer’s pain points can help you improve your business and better serve your customers
How efficient customer service affects your bottom line
Your customer service agents might be hard workers, but if systems are preventing them from being productive, hard work might not always equate to efficient work. If workflows or systems are holding your employees back it might be time to reconsider the software you use
Customer appreciation: make new friends, but keep the old
If loyalty, like old friends, is gold, then what’s a great way to maintain loyal customers? Customer appreciation.
Are your customer experience initiatives working?
As the customer service playing field has changed, so have the criteria for measuring success. Enter Forrester’s customer service assessment tool: a detailed framework for understanding how your organization’s efforts stack up against more than one hundred and fifty customer service experience best practices