Search Results: contact
Customers who go to self-service first are part of a growing user type who prefer to solve their own problems. They are by nature both independent and impatient. You don’t want to make this customer have to call. You don’t want to make this customer have to dig around for awhile. What you should do…
What if I told you that you could take your support phone off the hook, and there would be no consequences? Wait, wait… don’t do it now! Recent articles have suggested that phone support at SaaS companies is more important than ever. I believe this ignores the reasons customers call for help in the first place. The…
Everyday is a bad day when you’re a rep working at a customer service center that evaluates you by Average Handle Time (AHT). Average handle time (AHT) is a metric for the total average duration of a single call, including hold time, talk time and the follow-up or admin tasks related to that call. Hopefully…
Think about how you behave online when you’re seriously looking to buy jewelry. You might flick between tabs. You might glance at the navigation bar and make your way down the page looking for the things that are important to you – specs, pricing, social proof – whatever it might be. You might have a…
Can you scale delight? This is what most customer service leaders would have you think. They’d have you think that your customer service should be on the lookout for the company’s big Joshie the giraffe moment. The problem is, this sort of customer service mandate is that it’s: Difficult/impossible to define Not at all scalable (and…
Is customer success the most misinterpreted phrase in the support world? When you contact customer service these days, you might find your rep signing off as “Customer Success Specialist,” “Customer Success Coach” or something along those lines. And yet, it’s hard to define customer success. Even in customer support circles, it’s viewed as a nebulous…
A help desk software enables customer care operators to keep track of customer requests and deal with their issues. For a software to be considered a help desk it needs to consist of at least 3 elements: ticket management, automation suite, and have a reporting capability. One of the most common questions we receive when…
If you’ve ever worked in telemarketing or cold calling, you might have had your supervisor come by and remind you put on a smile when you’re on the phone with customers. Obnoxious? Yes. Weird? Kind of. But not without its merits. “Smile while you dial” is the ultimate customer service best practice, and it’s more…
We were recently discussing customer advocacy at Kayako when someone piped up: “Wait, is a customer advocate the same thing as a brand advocate?” Fair question. They sound so similar that they could very well be the same thing. However, they mean two very different things…right? We gathered around a Google search of “customer advocate”…
There’s a myth out there that helpdesk service companies perpetuate about automation – that it will save your business money, that it’s stupid not to have it, and by the way, you can jump right on board this train if you buy their product. It’s a very profitable selling point. It’s quite difficult to say…