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.

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.

4 Ways to Personalize B2B Customer Support at Scale

B2B Customer Service Blog - TeamSupport

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. There’s so much new technology available, especially in the world of customer support.

6 Reasons Why Customer Support Is an Essential Part of Your Business

ProProfs Blog

It takes 12 positive interactions to make up for 1 negative interaction with a customer. The worst part is, 33% of customers don’t even return after 1 negative experience. In short, customer support makes all the difference. And along your customers, goes your revenue.

How to Shorten your Customer Support Queues

ProProfs Blog

Isn’t it overwhelming to see a backlog of customer emails when you log in? Don’t you want to reduce and manage your customer support queues? More than ever, it is critical to offer exceptional service to your customers. Reduce customer response time.

The Do’s and Don’ts of Excellent Customer Support on Social Media

ProProfs Blog

Long gone are the days when phone calls were the best way to deliver excellent customer support. Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. Offer Customers Contact Alternatives.

3 Ways Digital Twin Technology is Transforming Customer Support

TechSee

Applying the digital twin model to the technical support domain will be truly transformative, with its ability to revolutionize the role of the on-site/field technician. Technical Support in the age of Digital Twins.

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?

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.

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?

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.

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.

Boosting Your Customer Support: Human-Operated Live Chat vs Chatbots

Kayako

When was the last time you contacted customer support of an online business? If you’ve had a customer support interaction recently, did you speak with a real person or a chatbot? Chances are that your request has been handled by a chatbot instead of a person.

5 Influential Ways ProProfs Chat Can Help Improve Your Customer Support

ProProfs Blog

Today, they are aware of its influence and impact on customers. It is no longer considered but needed to gain benefits like: Building delightful experience with proactive support approach. Learning the customer’s behavior and pain points. 2: Understanding Customers Better.

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.

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.

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.

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.

Computer Vision: The pathway to a personalized CRM experience

TechSee

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. Computer vision can be a force multiplier for adding more essential insights for customer upsells and cross sales.

CRM 175

Customer Experience Metrics: 6 Ways to Measure Customer Support Success

Helpware

If your customers are happy, magical things happen. Just a 5% increase in customer retention can have a dramatic impact on your bottom line, increasing profitability by a whopping 75%. The first step to happy customers is implementing a total customer experience strategy.

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.

Is Happiness at Work Necessary to Give Good Customer Support?

Nicereply

Specifically, the average person spends 90,000 hours at work over the course of their lifetime. Our feelings about work are especially important in customer support, where our moods have the potential to affect our customers. appeared first on Customer Happiness Blog.

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.

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.

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. b) Facebook excels in customer-2-business interactions due to its being more of a personal platform.

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.

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.

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

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.

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%

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.

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.

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.

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.

How Documented Procedures Can Make Your Customer Support More Effective

Kayako

Are you looking to develop trust with your support team? Even if your team members have previous experience in customer support, letting them improvise their day-to-day work can be dangerous. How do documented procedures help your customer support team be more productive?

Using personalized experiences to make your customer service team more efficient

UJET

When you truly know your customer, you're better able to solve their problems and anticipate their needs. That's why it's important to give your team direct access to specific customer data. customer service Customer Support

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. .