Search Results: online
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…
Product and Service Remember the last time you researched about a product online before buying it? Were you only reading reviews about the product or were you also finding out about the customer service from the company? Recently, I read an article on how product reviews are broken because they do not inform consumers about the…
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…
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…
Customers who go to self-service first are part of a growing user type who prefer to solve their own problems. They are by nature both independent and impatient. You don’t want to make this customer have to call. You don’t want to make this customer have to dig around for awhile. What you should do…
What if I told you that you could take your support phone off the hook, and there would be no consequences? Wait, wait… don’t do it now! Recent articles have suggested that phone support at SaaS companies is more important than ever. I believe this ignores the reasons customers call for help in the first place. The…
Everyday is a bad day when you’re a rep working at a customer service center that evaluates you by Average Handle Time (AHT). Average handle time (AHT) is a metric for the total average duration of a single call, including hold time, talk time and the follow-up or admin tasks related to that call. Hopefully…
Think about how you behave online when you’re seriously looking to buy jewelry. You might flick between tabs. You might glance at the navigation bar and make your way down the page looking for the things that are important to you – specs, pricing, social proof – whatever it might be. You might have a…
We were recently discussing customer advocacy at Kayako when someone piped up: “Wait, is a customer advocate the same thing as a brand advocate?” Fair question. They sound so similar that they could very well be the same thing. However, they mean two very different things…right? We gathered around a Google search of “customer advocate”…