Search Results: contact
The other day I was frustrated after not receiving an order for the second time from an online retailer that I order through all the time. The support site for the company offered me three options: I could receive a phone call I could send an email I could open a live chat. For a…
Everyone knows it’s a challenge to “nail” excellent customer service. It’s been documented, lamented, with every solution put forward for decades now. But there’s an ugly reality of customer service that is far less understood—almost no one is getting live chat right. That isn’t gospel, as 38% consumers rate live chat to have a terrible user experience,…
Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad, draw a line down the middle, and write “pros” and “cons” on either side. Except you won’t need to. That’s exactly what we’ve done here for you today! Rather than…
When you call the customer service team of a cable company to cancel your contract, you might expect small hiccups, but overall you expect it to be relatively easy. Perhaps the customer support agent might plead with you to not cancel your contract, but ultimately they should respect your request. But this is not what…
After a week-long trial, I was ready to purchase a subscription for a project management app for my personal and work projects. I eagerly pulled up the company’s Contact page, entered my details, wrote my inquiry about their pricing, and hit Send. Then 3-4 seconds after sending the message this came in: ## Please reply…
Reducing customer effort is a high priority for support teams. As customers we all know the frustration of getting lost in endless email chains, chats, or phone support to resolve a simple issue, or so we thought. If you want to irritate your customers give them a high effort experience. If you add too much back-and-forth…
One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Average reply time, first response time,…
Think about your ideal experience as a customer. It felt smooth and quick to get in touch with a sharp and friendly support person, right? You felt heard and understood. When we experience this type of customer service, excessive effort and endless back-and-forth rarely come to mind. And yet, we more commonly experience high friction scenarios. When…
This is a guest post from our friends over at FieldBoom. Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. Companies like Virgin Atlantic, British Airways, and Zappos go the extra…
Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. Even though the Net Promoter Score (NPS) was designed to measure customer loyalty, it’s limited by capturing overall trends in customer loyalty not why that trend is happening. By…
This is a guest post by our friends over at Nicereply. Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Dealing with your business shouldn’t be hard work. Customers don’t want high effort experiences because difficult experiences make the customer feel exhausted. High…
Customer support teams focus their efforts on three goals: solve the problem, make the customer happy and set them up for success. In essence, the support team is responsible for delivering a great customer experience. The way we go about achieving these staples of support may vary, but we’re all working towards the same end…