Search Results: contact
How often does your support team respond to the same questions with the same response? Do you still see a repeat of the same enquiries no matter how well you’ve optimized your FAQ page to help your customers find the information they need on their own? Here’s when you should be measuring first contact resolution…
Let’s set the scene – I’m sure you’ll recognize it. You’ve been hired as a customer service manager, tasked with delivering great customer service. But your VPs and C-level execs are focused on profit margins and productivity. They want to cut your budget. Customer service is a cost-center, it doesn’t impact earnings, and investing money…
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…
Every customer support manager needs to be able to trust the members of their team. In order to do so, your team need to show that they’re capable of delivering results without feeling burnt out, unmotivated or frustrated. If they are, you’re not supporting them right, and you’ll inevitably start to notice poor performance and…
What makes a good customer service Every company will tell you customers are their #1 priority, but few “walk the walk” when it comes to delivering the kind of remarkable service that keeps customers coming back for life. When I think back to my own experiences, only a few times have I truly been blown…
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…
A Frequently Asked Question section (FAQs) is without a doubt the most commonly used tool in self-service. Whether it’s just a few questions on a “Contact Us” page or Zappo’s massive, eternal scroll-fest, FAQs offer a simple way for customers to scan for topics and solutions. But now for some things you may not know: Have you…
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…
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…