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?

Why Customer Support Can Be a Secret Sales Weapon (and Where to Start)

aircall

Leonardo DiCaprio’s demand at the end of Wolf of Wall Street illustrates a truth about sales. Why Sales is Hard for Sales Professionals. To lead this critical charge, we send in the cavalry — we employ a sales team. Sales has to build relationships from scratch.

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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.

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: 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?

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

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 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’.

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.

How to Elevate Customer Support from Within

UJET

Historically, Customer Support has been undervalued. It'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. 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 Center

How To Increase Your Sales With A Call Center Service

Call Center Pros

Many companies understand that call center’s primary goal is to maintain customers so that they do not leave for the competition, provide service to them and resolving their problems. Even the biggest companies sometimes find it difficult to effectively generate sales from their call centers.

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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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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. And falling sales numbers are there to show for it.

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 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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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.

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%

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 to Avoid Customer Support Growing Pains

Comm100

However, even if you are successful in growing your business and its revenues, there is also another area in which you must also ensure growth – customer support. You would think that as businesses and companies grow, customer support divisions or departments grow proportionately.

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.

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.

Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

? Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty.

Costly Consequences: A Tale of Two Customer Support Calls

aircall

It was the best of times, it was the worst of times, and it was 2:24 PM when the two customer support calls were placed. The second the customer draws breath, Charles asks them for their full name and searches for their file. While he browses, the customer, Ernest Defarge, goes over his predicament a second time; Charles learns that Defarge’s latest order was never delivered. Charles jots down Defarge’s number, he’ll manually add it to the customer file later.

4 Reasons Why Live Chat Drives Sales and Loyalty To Your Business

Kayako

If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customer support is a big difference-maker for businesses large and small. After all, more than 41% of the consumers we talked to said they prefer live chat over email, phone, and social media support. But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyalty.

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.

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 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. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries.

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. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries.

You Can NEVER Do Customer Service without Doing Sales

Win the Customer

Have you ever called to speak to a customer service representative who didn’t listen to your problem? Did it sound like the customer support person was reading answers off a page and wouldn’t let you get a word in edgewise? Call Center Customer Service

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9 Of the Most Effective Techniques to Handle Difficult Customers

Call Center Pros

An unsatisfied customer can quickly become problematic. In business is also a truth, and the name used to define people who are not satisfied with your business is a dissatisfied customer. An angry user can turn into your best ambassador with a good customer relationship.

The 15 Most Fantastic Steps to Improve Your Customer Service

Call Center Pros

Sometimes considered a source of problems to be swept under the carpet, customer service should be a central element of your strategy: it is the showcase of your business. Because good customer service is a source of purchase, referral, differentiation, and continuous improvement.

The Best 5 Strategies To Really Understand Your Customers

Call Center Pros

The success of any business depends on its capacity to understand the desires and necessities of its customers. Today, with big data and artificial intelligence, one might think that technology is the key to reaching the customers. Directly solicit feedback from customers.

Why Community Is Your Most Valuable After-Sales Service Asset

Kayako

Do you have a plan for after-sales service? In many companies after sales and onboarding are set, users fall to customer support. If they have questions or are lost, they ask support. How can you benefit from an after-sales service community?

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Omni-channel Customer Experience: 5 Reasons to Make It A Priority

Call Center Pros

The way that companies handle customer service has changed dramatically in recent years. Whether chatting, SMS or social networks… nowadays the channels available for customer service are increasing. And this is why more companies are investing in omni-channel customer service!

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How Mention Uses Aircall to Boost Sales and Customer Success

aircall

Founded in 2012, Mention rapidly acquired over 650,000 customers. Mention’s phone operations are split into three functions: An outbound sales team t o discover new leads and set up product demos. Aircall’s phone system optimizes both efficiency and customer experience.

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The Ultimate 7 Tips to Excel at First Contact Resolution

Call Center Pros

While technology has driven ever-changing customer service practices, customer expectations for service speed and efficiency have changed very little. According to studies, 70% of customers consider this item to be the most important factor when interacting with a business.

The Customer Success Manager: The Essential Link Between Sales and Support

Kayako

A lot has been written about the sales journey and the role a good support team has in keeping customers happy. But there’s one part we don’t hear as much about, and that’s the vital role played by a customer success manager. What is a customer success manager?

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