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. MORE

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. MORE

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. MORE

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.” MORE

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. MORE

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? MORE

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. MORE

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. With Provide Support live chat statistics tool you can easily track how many chats your live chats agents get, how fast they respond and how many chats they miss. (.). Read more. Published in Provide Support Blog , 2020. Permalink | No comment. MORE

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. MORE

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. MORE

2003 - 2015 Provide Support LLC. Building Customer Loyalty in the Internet Age. There are those who still believe that the Internet has taken all the ‘friendly’ out of today’s commerce, but for the most part they would be wrong. In fact, because everything is more accessible (sharing, reviews, product descriptions, company backgrounds and even BBB ratings) the web has enabled much more communication between customers and the businesses that serve them. MORE

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. Unfortunately, metrics can’t give you a full picture and tell you everything about the product-market fit, customer satisfaction, and expectations. MORE

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. MORE

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. MORE

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. MORE

2003 - 2017 Provide Support LLC. 6 Reasons Why Smart Employees Underperform. “Dispirited, unmotivated, unappreciated workers cannot compete in a highly competitive world.” ” – Francis Hesselbein. A company’s employees are often referred to as its most valuable assets. If you have clicked through to this post, most likely you are a business owner or a customer service manager, already well aware of the importance of keeping your employees engaged and motivated. MORE

2003 - 2017 Provide Support LLC. In 2020 year businesses will try to do their best to provide excellent customer service and satisfy their customers. However, to offer smooth customer experience you need not only to answer questions and provide correct answers, but also offer your customers convenient for them communication channels. Modern customers cannot imagine a website without a click-to-chat button. MORE

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. MORE

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. MORE

2003 - 2017 Provide Support LLC. Customer service journey. It is sometimes said that success in business is less about what you sell and more about how you sell it. While this obviously means that marketing is important, so too is the journey customers go on. After all, even businesses with great quality products will struggle if they provide a poor customer experience. MORE

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. MORE

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. MORE

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. MORE

2003 - 2015 Provide Support LLC. How to Build a World-Class Customer Service Team. Every business owner knows that in today’s highly competitive marketplace excellent customer service is more than a preference – it is a prerequisite for sustainable growth and business success. The most successful companies also realize that great customer service is more than just sales support.In fact, it is a brilliant way to build brand awareness and promote a product or service. MORE

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. This in turns leads to the increasing demand for virtual communication not only with customers but also among team members who start working remotely. MORE

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. MORE

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. MORE

2003 - 2017 Provide Support LLC. Tips for collecting customer data. Customers are putting a great deal of faith in you, when they’re telling you personal information. It’s essential that you understand the gravity of this relationship and the level of trust a customer is instilling in you when they disclose these things to you. MORE

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. MORE

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. MORE

2003 - 2015 Provide Support LLC. Customer Loyalty. In any business existing customers leave and new customers arrive. However, there are customers who are the backbone of any business, they are the loyal customers. According to Accenture 28% of consumers are loyal to their providers and brands, which is why all effort should be taken to keep such customers and increase their number. MORE

2003 - 2015 Provide Support LLC. Holiday Shopping Rush. Holiday season is the perfect time to meet relatives and friends. It’s the time when all of us are up to our ears in holiday rush and non stop 24/7 shopping. For consumers it’s the best time to take advantage of discounts and holiday offers. For businesses the competition becomes fierce, as retailers and shop owners fight for customer attention amidst the holiday madness. MORE

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? MORE

2003 - 2017 Provide Support LLC. New Customer Service Trends. No business can afford to be a customer service laggard. NewVoiceMedia survey results reveal that an estimated $62 billion is lost by U.S. businesses each year following bad customer experiences. Forrester data shows that 72% of businesses say that improving the customer experience is their top priority. Customer service trends topic is one of the most discussed today. MORE

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? MORE

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. MORE

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. MORE

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. MORE

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. MORE

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. MORE

2003 - 2015 Provide Support LLC. 8 ways to win more loyal customers with a personal touch. Winning loyal customers does not necessarily take huge marketing budgets. When it comes to customer loyalty, it’s small gestures that get appreciated the most and remembered. Adding a simple personal touch to every interaction you have with your customers has a big impact on how they perceive your brand. Loyal customers are a very important asset of any business. MORE