Upgrade Your Customer Support Rep to a Customer Support Professional

ShepHyken

The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization.

Why Customer Support Outsourcing Should Matter to Your Business

OctopusTech

Though farming out your customer service will definitely help cut overheads, you have to understand here that it’s not a one-for-all solution to your problems or in simple words, there is no such thing as magic outsourcing beans (in case, you are thinking otherwise). What is Customer Support?

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 […].

Hurry and Disrupt your Customer Support Experience

Call Center Coach

You just might need to face the fact that you are unable to move as fast as your customers want. Your roadblock from assisting customers in accelerating down their customer journey just might be because your systems are dumb phone centric while your customer is smartphone centric.

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?

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad?

How Will Customer Support Change in the Future?

Fonolo

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. These technological breakthroughs point toward a future with remarkable changes in the customer service landscape.

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad?

Omnichannel Customer Support Checklist for High-Tech Consumer Device Vendors

Bright Pattern

Omnichannel Customer Support

10 ways to use customer data to build a better customer support training program

UJET

Proper training gives your team the tools they need to provide an exceptional customer experience. When you incorporate customer data into training programs you're ensuring that every agent understands how customers actually interact with your team.

Combating Customer Support Complaints

UJET

Customer Support CommunityAs you’ve heard us say time and time again, today’s world is all about instant results. As consumers, speed trumps everything else and when that fails, we try to find the next best solution.

4 Must-Have Customer Support Channels Your Company Needs

OctopusTech

Ever since the customers can reach the company via phone, there has been a tremendous decrease in the amount of letters sent to these companies. Live chat work as an excellent customer support channel simply because. blog customer support live chat social media

How to Implement a Proactive Customer Support Strategy

OctopusTech

When it comes to offering customer support services , there are basically two ways any call center may approach, they can either respond reactively (responding to situations after they have occurred) or proactively (eliminating problems before they have a chance to appear).

Role of Customer Support Outsourcing in Revenue Generation

OctopusTech

Customer satisfaction and loyalty are two key factors you should look for while pursuing organisational success and long-term growth for your company. There are a number of ways customer support outsourcing can enable profitability for your business.

10 Must Have Features In A Customer Support System

Ameyo

The harsh reality for today’s business organizations is that it takes months to find a customer and just few seconds to lose one. Your customers want quick answers to the queries at their convenience. Customer Support Omnichannel Customer Experience

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Guest Blog: Exceptional Customer Support Is Fresh, Not Canned

ShepHyken

Meet Mor and Yoni, two of the Lightricks support team all-stars. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too.

A Beginner’s Guide to Implement Social Media Customer Support

OctopusTech

Gone are the days when the consumers expect support after they had purchased the product. Today, in the age of social networking, customers expect companies to offer their support long before they have made their mind to purchase and way after they have made that purchase.

The Subtle Differences Between Customer Support and Customer Service

Kayako

The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’.

Mobile Customer Support

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy mobile customer service

Guest Blog: Customer Support Chatbots – Striking The Right Balance

ShepHyken

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support. Think of it as a telephonic IVRS analog for customer support.

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.

Why and How To Measure Customer Support ROI

Ameyo

With customer experience research giants predicting CX to overtake price and product as the key brand differentiator by the year 2020, Customer Support department can no longer be considered as just a cost center. Customer Service Customer Support customer retention

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.

Customer support training is way too passive

Kayako

It’s unfortunate to see just how much customer support learning depends on one-off inductions. There’s no way that alone can prepare a support rep to perform at their best. Support reps need a systematic way to put theory to practice. Support is an active player’s sport.

How to Elevate Customer Support from Within

UJET

Historically, Customer Support has been undervalued. It's harder to understand the impact of a successful support experience. The result: customer support has been, in a way, neglected. Customer Experience Contact CenterIt's been considered a cost to companies rather than a driver of revenue, like Sales or Marketing. After all, it's easy to measure the value of a sale or a lead.

Guest Blog: How to Benchmark Your Customer Support Metrics — A Quick Guide

ShepHyken

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. One of the best ways by which you can ensure your organization is consistently performing is by benchmarking customer support metrics.

Top Customer Support Challenges and How to Solve Them

Ameyo

In this era of instant gratification, where everything is just a click away, pleasing customers has become difficult than ever before. Customer Service Customer Support Omnichannel Customer Experience, Helpdesk

SumTotal Systems Enhances Customer Support with Cloud

inContact

Administrators and end users all depend on SumTotal for support and answers to questions—even help with resetting their passwords. But as the company struggled with a decades-old, on-premise system, it was becoming increasingly difficult to provide customers the quality of support they needed—and expected. The support SumTotal provides to customers has improved immensely, as has agent productivity driven by the integration of CXone with Salesforce.

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Don’t Give up on Great Customer Support Just Because You Are Smaller Than the Competition

Bright Pattern

In this digital age of customer experience, consumers have higher expectations and demand an effortless and seamless experience on any channel, anywhere. Midsize Companies Win Cloud Customer Service

The Top 5 Emerging B2B Customer Support KPIs

B2B Customer Service Blog - TeamSupport

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic. Let’s refresh the customer support KPI concept and look at what indicators are emerging in the industry….

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Where Customer Support and Customer Success Goals Overlap

Kayako

It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center.

Infographic: 2018 Customer Support Strategy (Stats & Trends)

aircall

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”.

Ensuring Data Security In Customer Support Programs

UJET

As organizations strengthen their customer support with new policies and technologies, they must also ensure they are building security and privacy into their overall support program. And given the large amounts of sensitive personal information involved in customer service interactions, organizations must take measures to ensure this data is properly secured. Customer Support Security

The Top 5 Emerging B2B Customer Support KPIs

B2B Customer Service Blog - TeamSupport

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic. Let’s refresh the customer support KPI concept and look at what indicators are emerging in the industry….

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5 ways to retain your customer support staff

Kayako

Many companies face the same challenge with their customer support team: how to prevent the support staff from leaving. There are many reasons why people burn out, especially within a customer facing role. But, these can be prevented by nurturing your support team.

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.

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.

The Secret Strategy Top Customer Support Teams Use to Improve Service

Relay Blog

One of the biggest roadblocks your customer support agents face is not having access to. The post The Secret Strategy Top Customer Support Teams Use to Improve Service appeared first on Relay. Support customer improve secret service strategy

AI and Bots In Customer Support

UJET

Particularly, when it comes to AI and customer support, it’s (often) deemed the next big thing. If we look through the current implementations, however, about 91% of customers claim that live agent telephony is still their preferred communication channel. Customer Support Thought LeadershipArtificial Intelligence, otherwise referred to as AI, is grabbing a lot of headlines these days.

Knowledge Base Integration With Live Chat – the Best Recipe for Customer Support

ProProfs Blog

How important is good customer support for your business? It may seem like a no-brainer, but a surprising number of businesses have failed to deliver when it comes to ensuring that their customers are happy. Good customer support is not an option anymore.

How Tiny Businesses Can Offer Stellar Customer Support

Kayako

In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. Focus on the customer experience.

3 Untapped Opportunities for Preventing Customer Support Team Burnout

Kayako

Perhaps you entered a career in customer service for the wrong reasons? Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking. Customer support professionals are 6.8%

The Psychology of Customer Support: Why People Love Live Chat 

UJET

Customer Experience Multichannel Support