How to Automate Customer Support Using Emails, Calls and Chatbots?

kommunicate

Customer support, for most companies, has been a cost center. Especially, when responsibilities like account management and customer success have moved on to dedicated teams. How happy your existing customers are can determine how much revenue would you get […].

The 3 Mistakes You Can’t Afford to Make with Customer Support

Myra Golden Media

In my multiple interactions with the company, they made three critical mistakes in the customer support experience. These are the same 3 mistakes you can’t afford to make with your customer support experience. How can the company believe this is customer support?

20 Essential Features in a B2B Customer Support System

B2B Customer Service Blog - TeamSupport

There are A LOT of features available for companies to choose from when deciding what’s important in their Business to Business (B2B) customer support software solution. Advanced account administration – All systems need to have strong control over what users can and can’t do.

B2B 56

How to Write a Compelling Customer Support Email

Kayako

When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. 3 common emails support receive: In my experience, most emails we receive in support fall into into three buckets: I love you, but here are the things that you need to change.

Aircall’s 2018 Customer Support Strategy Survey

aircall

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? 3) Increasing customer lifetime value.

The Ultimate Guide to Customer Support Metrics

Kayako

When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great. On this page you can see a complete list of all the customer support metrics that matter, and why.

Guest Blog: Why Knowledge Base Integration with Live Chat Is Important for Better Customer Support

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. How exactly can good customer service improve your business? Improved Customer Experience.

Who Should Be Accountable for Customer Feedback Loops?

Kayako

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences.

Customer Support Predictions for 2016

Kayako

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months.

5 Quick-Fire Tips for More Personal Customer Support

Kayako

Aside from building an excellent product, companies should also focus on outstanding customer support. Research has shown that around $83 billion is lost by businesses every year just because of poor customer service. One way to do that is to make customer support personal.

How to Boost Customer Retention with Unified Customer Support

Kayako

When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. But what does exceptional support look like in 2016? Because helpdesks encourage your staff to see customers as faceless support tickets. .

How to Recruit Your First Customer Support Employee

aircall

We’ve looked at how to successfully scale your customer support team before. This article will explain how to recruit your first customer support employee. Why you need to recruit your first customer support employee. Poor customer reviews.

Forget Happiness, This Is the Top Emotion for Customer Support

Toister Performance Solutions

I placed a frantic call to technical support. The technical support rep must have been super empowered. She skipped all of the usual items on the support checklist ("Yes, I've tried rebooting my computer.") For support teams, customer relief is much more important than happiness.

5 Ways to Start Modernizing Your Customer Support for a More Personal UX

UJET

Until recently, it was assumed that technology would replace people in customer support. Modern customers want the organizations they work with to be their advocates, to be accountable and proactive when it comes to their needs and goals. Customers want their experience with a brand to be personalized and intimate. Customer ExperienceNow it's clear that technology alone isn't enough.

Top Customer Support Blogs, Communities, Podcasts and Newsletters

Kayako

It might surprise you to know that there are two regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes, how much more could there possibly be to say about customer support? Customer support is undergoing a fundamental shift.

How to Scale Customer Support without Growing Pains

aircall

When your operation is in its infancy, it’s easy to dispense personal, dedicated, effective customer support. However, as your business grows (and if you offer excellent customer service, chances are, it will), so will your support team. Give your customers options.

What One Change Would Most Improve Customer Support in 2018?

aircall

Our 2018 customer support strategy survey was sent to 475 industry leaders. How large is your customer support team? Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018. News Support

3 Signs Your Business Needs a Dedicated Customer Support Team

Return Customer

While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers.

Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

This article will explore the various beneficial effects that computer-telephone integration can have on your call center installation, and on your customer experience. Call centers can provide assistance to their customers in different languages and time zones without delocalising.

Guest Blog: Rebuilding the Foundations of Customer Support in the New World of Software as a Service

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support.

5 customer support job descriptions to build an all-star team

aircall

As a field and as a department, customer support is no longer relegated to the kids’ table. Customers are afforded more options than ever, and as a result, their expectations in terms of service and support are soaring. The importance of customer support.

Make the Switch: Why Kayako Is The Customer Support Software For Your Small Business

Kayako

At Kayako, we want to help you create effortless customer support experiences. Before we launched, it was obvious that traditional help desk solutions weren’t doing enough to help businesses improve their customer support. Effortlessly pull in customer data.

3 ways to empower your customer support team

NewVoiceMedia

Customer support agents are the warriors of every organization. They tackle the toughest questions and they’re highly accountable to both the company and the customers they serve. It’s their job to represent the interests of both—make customers happy and uphold company policy—which is a hard role, to say the least. But no company will see success without a frontline team that keeps its customers on track. So how do you empower your customer support team?

How to Get a Pay Rise as a Customer Support Manager

Kayako

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. If that’s $45,000 a year, then that’s only a bump to $47,500 – and translates into even less after taking taxes into account.

The Best Posts From the Customer Support Community in 2015

Kayako

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Going into support is now considered a valid career choice. The best of customer experience.

How to Get a Pay Rise as a Customer Support Manager

Kayako

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. If that’s $45,000 a year, then that’s only a bump to $47,500 – and translates into even less after taking taxes into account.

Why the phone is still king for customer support

NewVoiceMedia

I recently had a customer service experience over the phone that proved why the phone is still king. Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. I dialed Verizon Wireless’s customer service line.

3 Things I Learned about Managing Customer Support by Being Insane about Christmas

Kayako

I realized the techniques I use for optimal gift acquisition are the same techniques we should all be using to master our customer support processes. In support, we need to be able to say the same thing for our documentation, both internal and external.

Migrating from Zendesk to Kayako with an Automated Service

Kayako

With HDM you can run a free demo migration and check the results in your Kayako account. Firstly, the information in the new account will be relevant and easier to work with — secondly, the fewer records, the lower the price for the migration and the less time needed to move the data.

How to Set Up a 24-Hour Support Operation Your Customers Will Love

Kayako

As your business and customer base grow, there’s a question every support leader has to answer: Do we need to expand our support operation? When you serve more customers, the demands on your support team grow. Do you need to offer 24-hour support?

How to Add ProProfs Live Chat to WordPress Website

ProProfs Blog

Most of you may think that it isn’t easy to set up a 24*7 live support system. If you don’t have ProProfs Chat account, you can signup here for free. Customer SupportLive Chat is often misconstrued as a tool only used by premium websites owned by large enterprises.

Amazing Business Radio: Chrissy Cowell

ShepHyken

Cost-Effective Customer Support in an On-Demand Society. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business.

Top 9 Customer Service Trends to Watch in 2019

ProProfs Blog

A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year. Customer Support

5 Channels for Collecting Customer Feedback (that you’re probably not using)

ProProfs Blog

Collecting and responding to customer feedback is critical for any growing business. It’s a great way to make sure you’re spending time and money on improvements that will help turn your existing customers into loyal brand advocates for life. “My Customer Support

How to Apply Customer Experience Advocacy in Marketing

ProProfs Blog

In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. What is Customer Experience Marketing and Why Is It Important? Customer Suppor

7 Reasons Your Business Should Start Using a Shared Inbox

ProProfs Blog

This figure shows that there is a dire need for customer support teams and others to communicate with one another effectively. Only then can they fulfil customer requirements; delighting them to do more business. As a business, you realize the significance of retaining customers.

Essential Tactics for Creating Valuable Customer Surveys

ProProfs Blog

There is nothing more effective than a customer survey when it comes to knowing if your customers are satisfied with your products and services. It gives your customers a chance to voice their concerns and praise or criticize the offerings that they’re dealing with.

5 Best Practices for Handling Difficult Customers

ProProfs Blog

Winning new business and then providing world-class customer service is surely not without its ups and downs. You do your best to build out a team—inside sales, outside sales, customer success—to get them to work as an efficient, customer-focused unit. Customer Support

One size does not fit all

TRUSTID

Some provide effective tools for fighting fraud and authenticating customers faster, while others focus on improving the customer journey. By asking customers a bunch of personal questions, telephone agents can validate whether the caller is who they say they are.

Top 5 Reasons Your Business Website Needs a Help Desk Software

ProProfs Blog

Gone are the days when companies could ignore the value of customer support. Customers today are highly demanding and look for instant help. Humans in your customer support team are increasingly finding it difficult to delight your customers.