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“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” – Jeff Bezos CEO of Amazon Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. They can easily search…
It’s very easy to underestimate the true cost of bad customer service. This is why we asked 1000 consumers if they would ever return to a company after a terrible service experience if recommended again by a peer. CONTENTS Intro: Word of mouth marketing 1: The importance of getting it right first time 2:…
With more and more research supporting the notion that people prefer to help themselves rather than reach out to support, delivering exceptional self-service has become mission-critical. That means gathering up the answers to your customers’ questions and putting them in easy reach. Of course, that’s easier said than done. Step one is marshaling your organizational…
I keep hearing about SaaS. How does it help with accounts? Account management isn’t new, but its role has evolved with the rise of Software as a Service (SaaS) companies. (We are particularly focusing on the software industry here.) In the past, the account manager role had similarities to that of an account executive. The…
Let’s face it: customer support is a superhero role. You make customers happy, remove roadblocks, and save the day when catastrophes arise. But it can be difficult to do all of that when your faithful sidekicks (in this case, the tools you use to do your job) don’t let you achieve your full potential. There…
Can you imagine a world where customer service was over physical mail? You sit down at your typewriter, write out a wordy letter, send it into the head office that’s located halfway across the country, and wait a few weeks for a reply? Or, go further back in time: you purchase an item from an…
Customer engagement and feedback are powerful tools for every company—but many startups see them as an afterthought, focusing all of their energies on selling more products and gaining more users. But what these companies are missing is that customers are their best advocates. Consider the facts: Nearly 60 percent of consumers like to tell their friends…
I have always wondered how someone who loves to help people can ever get bored of that at some point in their career. Perhaps you entered a career in customer service for the wrong reasons? Maybe you’re trying to transition to a different department? Or maybe your helpdesk is limiting you to reactive customer service?…
When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. But what does exceptional support look like in 2016? You could use a helpdesk. But the truth is, helpdesks aren’t that helpful. Why? Because helpdesks encourage your staff to see customers as faceless support tickets. …
Canned responses (also known as prefab replies and macros) are a boon to your customer service. They solve common customer problems in a timely manner while driving up your customer satisfaction score (CSAT) and lowering resolution times. Be wary, though. They can also become a crutch for ill-trained or overstretched agents and can turn on…
Love them or hate them, there’s one thing that everyone can agree on: helpdesk automations are incredibly useful. We rely on them to keep organized, on track, and productively chipping away at our workloads. But we know they can do more than that. When implemented the right way, automations can transform your support team into…
One of the biggest misconceptions is that customers value brief moments of extraordinary delight over quick and easy help. But there is a harsh reality facing customer-centric businesses: any interaction with your support team is 4x more likely to drive customer disloyalty versus actually improving their experience.* In fact, 67% of customers today prefer, and…