Search Results: phone
If you’re a hiring manager in a startup you can agree with me when I say, It’s not easy to build a dream team with so many constraints. Like every other startup these days, Kayako looks for self-starters and self-motivated candidates. Those are the baseline skillsets that make great employees. Relying on applications alone can…
So you’re ready to introduce live chat support to your business. Outside of your support job, you might even be one of the 41% of consumers who prefer live chat over any other support channel – phone, email, Facebook or Twitter. You’re probably looking for a seamless live chat tool for your modern business. It must…
Live chat functionality on websites should be hugely helpful, because it allows a customer support representative to help the user immediately. Online live chat offers quick and easy access to a customer service department, the waiting times are usually minimal, and there are no call charges. Win—win—win. So, in theory, live chat should be highly effective…but…
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…
All hands support has been a buzzword in the tech world for a few years now. Its premise—that everyone in the company from the CEO down to developers—spends time working as customer support agents, talking to customers, and answering questions. It’s a great practice in theory, and hypothetically will make everyone at a company more empathetic…
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…
Working in support means constantly upping your game. Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re trying innovate and future-proof your support strategy, and grow your career. That’s one hell of a juggling act for a support professional! So we’re here to help. And one of…
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…
You’ve read all the classic books on customer service—Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. But now you don’t need to spend hours reading another book, unless you’d like that. Thanks to the rise of TED talks, there are troves of great videos on YouTube where you…
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…
This is a guest post by Mary Grace. She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. If there is a way for you to solve problems, your instincts are going to tell you…