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Agents or ninjas? What should you call your support team?

Kayako

Some of us prefer the term rep over agent, while others prefer the word agent over rep. All of us agree that we don’t like ninja.). Being assisted by someone with titles like genius, guru or ninja can be reassuring to some customers, and can instil confidence in the company and its support team. So, do job titles matter?

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Customer Feedback Tools: Should you Build or Should you Buy?

Nicereply

In order to scale support effectively, all teams will need to move beyond manual processes at some point – which means investing in tools that help you become more efficient and to understand your customer better. The first tool that most teams implement is a help desk when a shared email inbox just won’t cut it anymore.

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How to Write a Compelling Customer Success Job Posting

Amity

This blog will teach you how to write an effective customer success job posting that will give you a pool of stellar candidates. You’ll learn what content to include, why, and how to structure it so applicants know exactly what you’re looking for in your customer success position. Why and how?

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Managing Customer Data & Communication: HoduSoft’s Answer to E-commerce Call Center Struggles

Hodusoft

Managing Customer Data & Communication: HoduSoft’s Answer to E-commerce Call Center Struggles From daily-use commodities such as groceries and personal care items to luxury goods such as designer apparel, footwear, and accessories, e-commerce websites are one-stop solutions for a majority of people. They simply cannot afford to do so.

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70+ Experts Reveal the Best Customer Retention Strategies During COVID-19

SmartKarrot

In this context, we reached out to business owners, influencers, startup founders to know what customer retention tactics they are using in the coronavirus pandemic. The best way to know how to retain customers is to hear it from other business owners who do just the same. What do Experts have to say? Reuben Yonatan, CEO, GetVoIP.

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Keep Your Documentation Up-to-date with These 3 Tasks

Nicereply

Awesome docs deflect tickets from your inbox, make for happier customers, and even boost up the effectiveness of your internal teams. So, instead of reaching out directly to your support team, they’ll often do a quick search through your knowledge base instead. One way to automate update requests is through using Slack.

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The current state of Customer Experience and how I would like it to be

Customer Guru

It’s interesting to see how relevant it is even today. Here’s the slideshare for a quick refresher: Customer Guru – 10 for NOW from Customer Guru. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer.