Search Results: phone
From a distance, the sunny world of customer service advice looks just like a manual for being a really good friend. Make them feel welcome. Never lie. Be empathetic. Be available. Really listen to them. Smile more! Like tired tropes, they talk big but signify little. It’s no wonder then that support people faced with…
How fast is your company growing? Can your customer support team keep up with the growth? Often support teams hire when they are drowning in volume, unable to keep up with incoming customer inquiries. Take into account the added time it takes to recruit, interview and train the newbie (plus the projects that get dropped…
Self service is the most effective way for customers to get the answers they need, reduce call volume and stress for your live agents. “Yet,” says Jon Meyer, Knowledge Guru at Twilio, “the customer service leaders I’ve talked to have an enormous sense of guilt around pursuing a self-service strategy.” Some customer service strategists have…
Shit happens, products break. The important thing is how you help your customers get past it. Often, the first thing a customer sees when something breaks is an error message. This is why it’s so important to have error messages that help your customers, not annoy them further. When things go wrong, what customers want…
Interactive Guide Developing a great customer support experience is as much art as it is science. So much depends on the type of product, the customer preference and the underlying cost of providing the support, that dictating any single strategy as the right one is a foolish endeavour. Most businesses choose to offer their customers…
The Kayako Community Forum has been part of our support ecosystem since almost the beginning. Used by thousands of visitors daily, it’s where Kayako customers can go to get advanced support on their help desk customizations, and learn best practices when setting up their Kayako software and customer service teams. The most impressive part is…
Do you know what your support process looks like to a customer? It’s pretty easy to see what it looks like on your side. Internally, you get a ticket, you do some troubleshooting and send back a reply. Maybe your customer will get a survey once it’s resolved. Easy right? From the perspective of the…
There are a lot of mixed messages in Customer Supportlandia these days. “We should be delighting our customers with pizzeria searches and long conversations.” “Social Media is *the* new support channel.” “Let’s give customers a multichannel experience and let *them* choose how they want to contact us.” The result? Tragically overstuffed support websites. Tiny search boxes,…
Every so often, a support scenario is so embarrassingly bad that it violates every tenet of the customer experience. The support journey I’m about to break down is not just objectively poor, but is the kind of scene that often plays out without companies really noticing. The information you can’t (or don’t) capture hurts you and your…
Believe it or not, there is such a thing as too much help. Unfortunately, too much help often isn’t helpful at all. For example, take a look at the design of this iPhone 5 FAQ page from Sprint: What’s wrong with this FAQ page design example? No focus. You don’t know where to look first, second, or…
We like to think that the more choices we have, the happier we are. More choices equals more freedom, right? Who doesn’t like freedom? This is the fundamental concept that brought us food courts and Amazon. Barry Schwartz the paradox of choice Barry Schwartz, psychologist and author of The Paradox of Choice: Why Less Is…
For home bakers, King Arthur Flour is somewhat of a holy grail. As the friendly Vermont-based purveyor of all things baking – including some of the highest quality flour and grains in the U.S. market, King Arthur is the preferred choice of people who don’t mess around with the store brand. The company has two…