Search Results: phone
Businesses are defined by what their customers say about them. And as social media platforms like Twitter and Facebook have risen up to the mainstream, and mobile internet and smartphone usage has boomed, customers have become much more connected. Now customer service experiences can not only make or break relationships with current customers, but thousands…
Working in the holiday season for any support professional is going to be one of the most stressful times of the year. If you’re in retail customer support, it’s probably the busiest time of the year for you, customers are going shopping mad. It might be fun for your customers, but how do you make…
Your sales team are banging on your door, asking what (and when!) new features are going to come. Your customers are getting annoyed, because features they’ve been asking for aren’t there yet. And your dev team are getting confused with multiple demands from multiple different people across your business. You need a roadmap to organize…
Have you ever felt like an outsider when dealing with a different department? Maybe you feel slightly intimidated by the sales team, or don’t fully understand what the engineering team is doing. It seems like the accounting team doesn’t ever want to talk, but you can’t get the marketing team to shut up! You’re relieved…
Imagine the scenario where you’ve fully prepared for a webinar, your listeners have allocated free time to come and view your presentation for the next 45 minutes, and you’re just about to get started. Then you get a phone call, and it’s a notification to say that a server has gone down and then you…
We’re all familiar with the basic sales funnel – marketing passes leads on to sales, sales accepts them, converts leads to opportunities and then (hopefully!) wins the deal. But there’s more to it than this. The opportunities stage is critical to the success or failure of a deal, but it’s often overlooked by sales teams….
The customer support rep role has travelled the world and back. It’s taken many different forms from outsourced, to remote work, and now it’s back to the office. Labor that was once seen as cheap and necessary is now a highly regarded role. Here at Kayako, we were built in India. We had two main…
Good customer service is powerful for any company. Through word of mouth, positive experiences resonate through people’s networks. You can attract new customers while also retaining your current ones, making them more loyal. As Jeff Bezos put it: “We see our customers as invited guests to a party, and we are the hosts. It’s our…
We often look at self-service in terms of streamlining a process. The easier it is for our customers to help themselves, we reason, the lower our call volumes will be, the more money we’ll save, and the more time we’ll have for tending our desktop rock gardens. All of those things are true—but they’re only…
Let’s talk about how writing emails is so anxiety-inducing for some people that it caused at least one person to go invent an algorithm to figure out how to write an email based on 64 personality types. (I’m talking about Crystal. More on this later.) We’ve written a lot of emails over 13 years here…
What is your job title? Does it accurately describe what you do? Your level of experience? Do you have to explain what it means every time someone asks what you do for a living? There is a whole lot more to a job title than just a rank and a specialism. Some job titles are straightforward…
We set ourselves an ambitious goal of building the first successful monthly industry webinar series. Here’s the story of how we got started, and what we learned from running our first webinar. Webinars are a great way to get a lot of information across in a relatively short space of time and have the added…