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?

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.

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. Boosting leads and sales for business.

How Should Your Customer Support be in 2019?

ProProfs Blog

One month has passed in 2019 and we are already witnessing how the game is changing in customer support across industries. Businesses can’t deny the significance of customer support, as it has the power to make or break your business. Customers have become “smart” today.

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.

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?

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.

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’.

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.

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 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

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.

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.

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.

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.

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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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 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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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.

How E-Commerce Contact Center Can Deliver Better Customer Support

Ameyo

trillion in sales by the end of 2021. E-commerce has seen a rising boom in the market ever since it has evolved and continues to be the first priority for customers. The post How E-Commerce Contact Center Can Deliver Better Customer Support appeared first on Ameyo. According to statista, E-Commerce will reach $4.88 And 67% of millennial are using an online platform to do shopping.

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.

Unhappy Customer Support Agents Mean Unhappy Customers

Mindtouch

There are a lot of reasons a customer support agent might be unhappy. Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away. What makes customer support agents unhappy? We can all agree that getting shouted down by an irate customer is enough to make any person’s blood boil.

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

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.

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.

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.

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.

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.

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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.

3 ways to empower your customer support team

NewVoiceMedia

Customer support agents are the warriors of every organization. They tackle the toughest questions and they’re highly accountable to both the company and the customers they serve. It’s their job to represent the interests of both—make customers happy and uphold company policy—which is a hard role, to say the least. But no company will see success without a frontline team that keeps its customers on track. So how do you empower your customer support team?

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.

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.

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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Five Ways to Create Customer Loyalty

ShepHyken

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. If it doesn’t, it doesn’t matter how good your customer service is.