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Consumers hate making a purchase only to find out the product is faulty, doesn’t solve their problem, or isn’t what they thought they were getting. Personal recommendations and word of mouth marketing have always been great ways to increase sales because consumers trust opinions of other consumers. So today, when there are hundreds and thousands…
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…
Where do you begin when you develop a new product or feature? Product development can seem overwhelming. There are so many moving parts that trying to create something valuable from nothing can seem impossible. And with so many stakeholders to please, whose opinion should you seek? All too often a product development cycle starts with market…
There’s a wealth of information to help you build a customer development program. After all, it’s an essential step towards becoming a customer-centric company. Yet despite the amount of resources available on this topic, it’s still remarkably easy to make critical mistakes early on if you’re not careful. One survey of SaaS founders found that some 75…
In the age of disloyalty, it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Trust comes when you understand your customer’s needs, respect them, and…
Question: When is a self-service writer a diplomat? Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce repetitive conversations with your support team. Writing documentation for a knowledge base is hard. Documentation is more than providing information, it’s goal orientated. To ensure minimal reading and effort for…
Could your company be blamed for a failed essay? Warby Parker had better hope not. My @WarbyParker home try on package is arriving tomorrow and I am so excited I can’t focus on my essay — Brandon (@TheBrandonPFrye) February 22, 2017 Warby Parker are just one of many brands in the fast-growing vCommerce space who…
Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. Outside forces such as interactions with other businesses and feedback from friends and family influence the service we…
Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your…
This is a guest post from our friends at Typeform. Paul Campillo will show you the value of choosing NPS as your next customer feedback questionnaire. Every company wants loyal customers. Sure, sales are great, but nothing beats sales from repeat customers. That’s the goal of every business. Not a gazillion “maybe” fans, but diehard fans…
One of the biggest challenges many companies are facing in today’s world is developing their services to work across all the different platforms their customers are using, from Androids, iPhones, websites, social networks etc. To help with these challenges, and to reduce development costs, while improving the experience for your customers too, you need to…
Anguish over your metrics failing to meet your performance benchmarks is tough for any support team. It can make you feel like you’re not doing your job properly. Or worse, that you’re leaving your customers hanging around waiting to receive help. Each support channel demands different expectations from your support team. For live chat to really…