Search Results: online
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…
Continuous professional development can transform your career trajectory. For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. Here are their great insights. You…
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…
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…
Working in customer support can leave you feeling like an unrecognized or unsung hero. Praise is often in short supply and there is a lack of awareness about areas of responsibility and how much work the support team does. Within a brief conversation the agent is expected to engage each customer, fix their problem and…
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…
“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…
Being a remote worker need not be boring. Hang on! Wait… what? If you’re at home all day plugging away on the computer, how can it be fun? For someone in a fully remote team, at least you have the comfort of knowing all of your colleagues are also working from a home. But if…
This is a guest post from our friends over at Recruiterbox. Sarah Caminiti will share why tone of voice in your communication with customers is important, and how it can be used as a unique hiring tool. How do you come across to your customers? Are you received as being professional and reassuring? One of…
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:…
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…