Always Active, Mary Susan Costa Assembles Our On-demand Workforce

Working Solutions

When Mary Susan Costa joined Working Solutions as a contractor in 2003, she was one of only two people in human resources. “I I was brought in to provide overflow relief to Kristin Skiko (vice president of Talent Management) in adding agents,” Mary Susan said.

How Customer Service and Marketing Can Intensify Each Other

Provide Support

2003 - 2017 Provide Support LLC. Customer service and marketing can intensify and strengthen each other. Customer service and marketing are often seen as completely different processes by most companies. Strategies for each of the process are planned independently; employees of these departments take separate trainings and sometimes work in different buildings or even countries.

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How to Measure your Customer Service Team Performance

Provide Support

2003 - 2017 Provide Support LLC. You can affect only those things you pay attention to. That is why it is important to get information about your live chat customer service team performance and make improvements based on it.

Live Chat Software 2020 Overview: Strong and Weak Sides

Provide Support

2003 - 2017 Provide Support LLC. In 2020 year businesses will try to do their best to provide excellent customer service and satisfy their customers.

Sporting Goods retailer retains Taylor Reach to support e-commerce experience

Taylor Reach Group

Established in 2003, Taylor Reach is dedicated to assisting clients to solve customer experience, contact center, and customer service challenges. A major sporting goods retailer is scheduled to launch an outdoors-focused retail brand in 2021, and has retained The Taylor Reach Group, Inc. TRG) to support the setup, and implementation, for its ecommerce contact center operations.

How to Get Valuable Customer Feedback via Email: 6 Ideas to Follow

Provide Support

2003 - 2017 Provide Support LLC. Many companies utilize email as a way of getting insights into the marketing activities’ success. Unlike in-person or telephone interviews, email surveys can reach larger numbers of customers in a shorter period of time.

Amazing Business Radio: Andy Masters

ShepHyken

Andy escaped the corporate world just in time to preserve his sanity, as he followed his passion for speaking, consulting, and entrepreneurship in 2003. “It’s Andy Masters On How Customer Service. Is Just Like Dating and Relationships. Shep Hyken speaks with professional speaker and author Andy Masters about his bestselling book, “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships.”

5 Major Reasons Why Unhappy Customers Don’t Complain

Provide Support

2003 - 2017 Provide Support LLC. 5 Reasons Unhappy Customers Don’t Complain. The times when customer complaints were seen as a distraction that should be eliminated are over. Most businesses today understand that complaints are a valuable source of information. In fact, there might be no better way to collect direct feedback from your customers. A complaint not only shows what and where went wrong, whether it’s a problem with your product, service, customer support or internal processes.

Taylor Reach Group to ensure compliance for statewide youth crisis line

Taylor Reach Group

Established in 2003, Taylor Reach is dedicated to assisting clients to solve customer experience, contact center, and customer service challenges. The Taylor Reach Group, Inc. TRG) has been enlisted to ensure compliance for a statewide youth crisis line. The 24-hour crisis line caters to children that are a risk to themselves or others, having a mental health crisis. “Of

What is Your Perception of the Net Promoter Score Methodology?

Satrix Solutions

Since the publication of the 2003 Harvard Business Review article “ The One Number You Need to Grow ”, Net Promoter Score (NPS) has generated strong opinions, some of them very much in favor of the customer loyalty metric while others staunchly discourage its use.

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Why to Apply The Servant Leadership Approach in Customer Service?

Provide Support

2003 - 2015 Provide Support LLC. Why to Apply Servant Leadership in Customer Service. The business age we live and work in today is often called the Age of the Customer which means that shifting the focus on the customer now matters more than any other single factor like product innovation and technology racing. No surprise, these days we often hear that customer experience is the new competitive battlefield.

Taylor Reach to guide transformation for laboratory services organization

Taylor Reach Group

Since 2003 Taylor Reach has helped major healthcare, retail, publishing, education, and financial brands, as well as government agencies at all levels, provide world-class consumer support and customer experience. Established in 2003, Taylor Reach is dedicated to assisting clients to solve customer experience, contact center, and customer service challenges. A national medical testing laboratory services organization has contracted The Taylor Reach Group, Inc.

10 Tips for Building your Remote Team and Providing Safe Online Support

Provide Support

2003 - 2017 Provide Support LLC. 10 Tips for Building your Remote Team and Providing Safe Online Support. Today more and more institutions and businesses switch to remote work due to the unsafe and unstable situation in the world.

Top 10 Customer Service KPIs: How to Evaluate Your Live Chat Team Performance

Provide Support

2003 - 2017 Provide Support LLC. Customer Service KPIs for Live Chat Teams. Customer service representatives play a key role in business growth and promotion – by supporting customers they build trust and improve brand awareness, reduce the number of complaints and facilitate your marketing efforts. More than that, they often are the only contact a customer has with a company.

The Goals to Set For Your Customer Service Team

Provide Support

2003 - 2017 Provide Support LLC. The French writer Antoine de Saint-Exupéry is credited with saying “A goal without a plan is just a wish.”. It is generally understood that the goal in customer service is to have effective communication with customers, which will result in customers being satisfied and will produce more revenue for the company in the end. However, what is effective communication? What does it include and how a company can achieve it?

Is Net Promotor Score still the best metric for measuring Customer Satisfaction?

Jacada

Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty. Consistently in use by over 66% of Fortune 1000 companies and tens of thousands of customer-centric organizations worldwide, NPS has certainly had a profound influence on global marketing, business strategies, tactics and techniques.

10 Do’s and Don’ts of Excellent Customer Service

Provide Support

2003 - 2015 Provide Support LLC. 10 Do’s and Don’ts of Excellent Customer Service. These days, the phrases “go above and beyond for the best customer service experience”, “the customer is always right” and “the customer is king” have become one of the most cliched and repeated in marketing. Business owners, marketing directors and managers across-the-board keep on being focused on delivering over-the-top customer service experience.

Customer Service Tips. How to Close a Conversation

Provide Support

2003 - 2017 Provide Support LLC. How to close a conversation tips. Kind words can be short and easy to speak, but their echoes are truly endless.” – Mother Theresa. The way you respond to your customers shows how you respect them and their business. In one of my earlier blog posts I offered useful recommendations for greeting your customers. Today I decided to talk about a proper conversation closing.

Is Net Promotor Score still the best metric for measuring Customer Satisfaction?

Jacada

Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty. Consistently in use by over 66% of Fortune 1000 companies and tens of thousands of customer-centric organizations worldwide, NPS has certainly had a profound influence on global marketing, business strategies, tactics and techniques.

Global contractor network enlists Taylor Reach in new telephony acquisition

Taylor Reach Group

Since 2003 Taylor Reach has assisted hundreds of organizations source new telephony and technology solutions. About the Taylor Reach Group, Inc. – Established 2003, Taylor Reach is a worldwide, leading Contact Center, Call Center, and Customer Experience consulting firm. Taylor Reach helps global contractor network revitalize telephony for contact centers. A global leader in contract resource management has enlisted the aid of The Taylor Reach Group, Inc.

Customer Service Tips. The Secret of the Right Greeting

Provide Support

2003 - 2015 Provide Support LLC. Customer Service Tips. The first impression comes after the first greeting. Your customers like to be liked and to feel they are important. The first greeting may become a decisive factor for your website visitors to stay and continue purchasing or to leave. It tells customers who you are and how you feel and what kind of service to expect from you. A kind greeting can become a competitive advantage for your business.

5 Ways Big Data Will Improve Customer Service

Provide Support

2003 - 2017 Provide Support LLC. 5 Ways Big Data Will Improve Customer Service. In the abundance of more or less similar products, customer service has become by far the most influential brand differentiator these days. According to the recent study, almost 90% of buyers are ready to pay more for a better customer experience, which proves the importance of this aspect of the business.

The Impact of Customer Service on Purchase Decisions

Provide Support

2003 - 2017 Provide Support LLC. The Impact of Customer Service on Purchase Decisions. Zendesk survey revealed that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience while 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction. If you want people to buy your staff or use your service you need to understand how they make purchase decisions and what kind of factors have an impact on them.

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Customer Service Cheat Sheet for Live Chat Operators with Examples of Responses

Provide Support

2003 - 2017 Provide Support LLC. Cheat Sheet for Live Chat Operators. Chat etiquette plays a huge role in customer service. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?

Top Benefits of Using Embedded Chat Window on your Website

Provide Support

2003 - 2017 Provide Support LLC. Live chat has become integral part of modern e-commerce websites. No matter whether you are a large retailer or run a small business, live chat feature added to your website will help you not only interact with your customers in real time but also engage prospects while they are browsing your store. In this blog post you will find useful recommendations for choosing the right chat window for your website. (.). Read more.

How to Customize Start Chat and Leave a Message Forms

Provide Support

2003 - 2017 Provide Support LLC. What do Provide Support customers like most of all about our live chat product?

The Importance of Critical Thinking in Customer Service

Provide Support

2003 - 2017 Provide Support LLC. Critical Thinking For Customer Service. Customer service jobs require a composite mix of soft and hard skills for success. To positively interact with customers and team members we need social and emotional intellegence, and self-regulation skills. We also need lots of technical expertise, general industry and product knowledge to handle everyday customer requests effectively.

4 Dimensions of Customer Trust: How To Get The Most Of It

Provide Support

2003 - 2017 Provide Support LLC. 4 Dimensions of Customer Trust. Put simply, high trust is a dividend; low trust is a tax. In fact, in our increasingly low-trust world, trust has literally become the new currency of our global economy. — Stephen M.R.Covey. Digital innovation has transformed today’s business world: it has changed business environment and performance, as well as the whole landscape of customer choice.

How Business Leaders Listen to Their Customers

Provide Support

2003 - 2017 Provide Support LLC. How to listen to your customers. Many companies tend to focus too much on the service or product they provide and forget about listening to their customers. Inevitably, this results in revenue and profit reduction. The main goal of any business is to make money. However, it is easier to reach it when we listen to our customers and understand their needs.

Real-Time Visitor Monitoring in Chat Support: How to Enable and Use It

Provide Support

2003 - 2017 Provide Support LLC. The benefits of real-time visitor monitoring in chat support. As a live chat software provider , we saw many of our clients adding direct messenger links to their websites and missing on the opportunity to see additional details about their customers and improve the quality of their customer service.

8 Ways to Say No to Customers with Examples

Provide Support

2003 - 2017 Provide Support LLC. 8 Ways to Say No to Customers. Have you ever heard “No” as a customer? How did you feel? Were you disappointed? Sometimes it may happen that we need to say “No” to our customers or deliver negative news. In fact, this is one of the most unpleasant parts of customer service workflow. Dealing with negative news requires specific skills and self-control. It is not easy to say “No” and continue a smooth conversation.

6 Ways to Stay Connected with Your Customers

Provide Support

2003 - 2015 Provide Support LLC. Stay Connected with your Customers. According to a Walker study , by the year 2020 customer experience will overtake price and product as the key brand differentiator. That is why it is important to stay connected with your customers and keep them informed about your company innovations and events. You may attract new customers with help of great content. However, to keep them you need to offer exceptional customer experience.

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Talk About Giving Someone The Suit Off Your Back!

Steve DiGioia

It happened while I was working at the Hilton Newark Airport Hotel in 2003. yes, he really did this. This original article was written by Steve DiGioia. Here’s one of the best examples of how to create customer loyalty that I have ever seen. We had a fantastic staff, happy employees and a robust business. One day there was a buzz that traveled all around the hotel. Did you hear what happened?” “You’re You’re kidding, I don’t believe it.” When did that happen?” “He He really did THAT?”.

The Value of Keeping the Right Customers

Provide Support

2003 - 2017 Provide Support LLC. The value of keeping the right customers. Acquiring new customers is important, but retaining them is more profitable. In order for a business to survive, it needs money. To make money, you need customers. More specifically, you need happy and loyal customers. If your business focuses on customer satisfaction, it is more likely to keep these customers happy and returning.

How to Become an Expert in Customer Service

Provide Support

2003 - 2015 Provide Support LLC. How to Become an Expert in Customer Service. As a customer service manager or representative, you know first hand just how important it is to provide quality, effective customer service – especially in today’s world where social media dominates. Though these media platforms have undoubtedly played a monumental role in the changing landscape of customer service communication, customer’s wants and needs remain relatively unchanged.

How to Choose the Right Live Chat Plugin for your WordPress Website

Provide Support

2003 - 2017 Provide Support LLC. More and more websites today are managed with help of WordPress platform. The growing audience of website owners creates the growing demand for various plugins that facilitate not only website management process but also help improve customer experience. Live chat plugin can be easily added to your WP and will allow your website visitors chat with you in real time.

Data Security and Protection at Provide Support

Provide Support

2003 - 2017 Provide Support LLC. GDPR compliance is demanded of all businesses handling EU citizens’ data by 25 May 2018. For companies across every industry, the paradigm of data privacy has changed fundamentally. Under GDPR, companies must follow uniform rules on how personal data is processed or face severe penalties. These data security rules are applied to all companies using live chat technology as communication channel. Thus they need to adapt their data processing policies.

Business-to-Business Customer Experience – How to Get it Right?

Provide Support

2003 - 2017 Provide Support LLC. B2B Customer Experience – How to get it Right? As per an Accenture report , – only 23% of B2B companies achieve impressive returns on their customer experience investments. In addition to that, only 20% generate low or no return, indicating that an alarming 57% are not exactly benefitting from the CX strategies. This brings us to a very pertinent question- Does CX really matter in a B2B segment?

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How to Automate Customer Feedback

Provide Support

2003 - 2015 Provide Support LLC. Customer feedback. Feedback is necessary for a variety of reasons. Not only does it allow you to gauge how you’re perceived by your customers, but it also helps new customers find you. You may have heard that people are more inclined to complain about a negative experience than share a positive one, and that’s absolutely true.

Best Customer Service Posts and Videos from Provide Support

Provide Support

2003 - 2017 Provide Support LLC. In 2020 customers will become smarter as their expectations for service and customer experience are set by best brands. While interacting with a business, they compare their experience to the best one they received from anyone and anywhere.

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