An Insider View on Customer Support Strategies with Lindsay Willott

ProProfs Blog

Every brand in the market wishes to revamp its customer support strategies after a certain period of time. No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service.

CX Specialist Ben Motteram Divulges Upcoming Trends in Customer Support

ProProfs Blog

The promise of a delightful customer support experience comes with the responsibility of actually delivering it consistently. Just buying and installing the latest customer support software onboard does not automatically mean that you will provide a great experience to your customers.

Tips to Empower your Customer Support Team

OctopusTech

If a customer is at the heart of sales then customer support is the front line. Your agents interact with customers and by far the most important factor in delivering your services efficiently. Empowerment of agents is the key to great customer experiences.

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.

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.

6 Simple Customer Support Strategies For Small Businesses

ProProfs Blog

Customer support is an important area for any business. Particularly today, when reviews for companies can be posted so easily on the internet, helping your customers as soon as problems arise is a crucial element to running a successful business. Retain Your Customers.

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.

How to Improve Customer Experience Using Employee Feedback

ProProfs Blog

Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time. Customer Experience leaders have 1.5

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.

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.

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.

Improve Work Environment Using Employee Feedback

ProProfs Blog

A poor work environment could bring adverse results like low employee morale, high attrition and bad social media feedback, which will reduce the number of people applying for jobs at those companies. . How to Use Employee Feedback to Create a Perfectly Suitable Work Environment.

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).

How YETI Stays Ahead with Feedback

GetFeedback

The company’s success hails from their ability to produce need-to-have products inspired by firsthand experiences and their relentless pursuit of delivering the best customer experience. As YETI’s popularity grew, their customer base increased along with it.

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

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.

4 Customer Support Myths to Avoid

Return Customer

To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience. These are the facts that led brands to become more conscious about their customer support practices.

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.

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.

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.

How Customer Support Can Help Improve App Quality and Uptime

CSM Magazine

Most likely you downloaded them once only to never open them again, or maybe you left negative feedback only for your complaints to go unanswered. The fact of the matter is great customer support goes a long way to improving your app uptime and quality.

How to Get Feedback from Customers?

kommunicate

We all know that customer is the king. Keeping your customer happy or satisfied plays an important role in the growth of any business. But, there are many questions that need answers when improving customer happiness and satisfaction, such as: How do we know what the customer wants?

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 Future of Artificial Intelligence in Customer Support

B2B Customer Service Blog - TeamSupport

With this said, here’s more information about the future of artificial intelligence in customer support, including several processes that will change the way customer communication occurs…. so businesses can better react to customer concerns.

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%

Proven Customer Support Tools for Startups With Plans to Scale

aircall

In the beginning, you and your co-founders bootstrapped solutions and personally attended to each customer like they were newborn kittens. The demand is there, but support needs to keep pace. As the customer list gets longer so too will your help queue. Customer Success

11 TED Talks to Inspire Better Customer Support

Kayako

You’ve read all the classic books on customer service— Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. Videos to motivate a customer-centric business. What if customers become friends? Employees first, customers second.

How Email Management Software Improves Customer Support

Help Scout

For customer support professionals, email management software is no longer optional — it’s essential for an efficient workflow. As simple and affordable as they are, email distribution lists and shared inboxes can lead to overlooked customers, dropped work and duplicated efforts.

How strong customer support benefits every department

aircall

Today’s marketplace doesn’t tolerate poor customer support. Bad news travels fast in the digital age, and your customers likely have more alternatives and fewer switching costs to consider than ever before. For this reason, strong customer support has emerged as a greater differentiator than price for businesses looking to stand out in the eyes of prospects. Marketing, Sales, & Customer Success. the customer should have a voice.

Building an Onboarding and Training Program in Customer Support

Kayako

To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. 3 Principles of a good customer support training program.

Customer Feedback Is Never Just a Score.

Lumoa

There's a company X that collects customer feedback. on a scale from 0 to 10) " after each customer purchase or interaction. The company X doesn't ask why the customers are giving the score. The company X started to contact its customers and finally ask why.

Charging More for a Better Customer Service Experience

ShepHyken

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department?

5 Tips to Help Improve Your Customer Support Writing Skills

CSM Magazine

Offering your customers the possible best experience is the defining aspect that makes your business. Simply put, if your customers are not happy with the service you are offering, they will take their business elsewhere. Sometimes, you may encounter customer complaints.

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.

How to Align Customer Success & Customer Support

ClientSuccess

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Let’s first start by defining each of these teams : What is Customer Support?

Giving Customer Support A Seat At The Revenue Table

Solvvy

When companies think about customer growth, they immediately think about the sales and marketing teams, then product. But what about customer support? Many companies often overlook the role of customer support in driving revenue. Listening to the Voice of Customers.

Sales 62

Customer Support Metrics

Helpware

It’s a common enough phrase, but say you want to improve your customer support. Outsourcing customer support can be great for your cash flow and your time, but one of the first things about a successful outsourcing program is to have key performance indicators or metrics that tell you how well you’re doing so you can get where you want to be. How long does it take from when the customer calls in to get to a live person? Customer Satisfaction. support

8 Tips to Increase the Productivity of Your Customer Support Staff

Provide Support

8 Tips to increase customer support staff productivity. Perhaps, every business at some point of their existence has questioned how to increase the productivity of their customer service staff without wearing people out and increasing their stress.

Customer Support’s Important Role in Solving Common Churn Problems

Solvvy

Understanding why customers churn is critical to how you continue to position, sell, and support your customers and to build your product and business. Churn is also costly–it’s 5-25x more expensive to earn a new customer than it is to keep an existing one!

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

Nicereply

Investing in a tool for collecting customer feedback can help you to better understand what customers are asking for. 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. For example, many companies might build their own admin panel because of the customization needed. Customer Service