Bob HutchinsMarch 2, 2015 When it comes to customer service on social media, there are brands that get it…and those that don’t. The brands that truly excel in social media customer service know that response time is everything. But just how fast is “fast?” And what happens when a customer isn’t satisfied by your response? … Continue reading The Top 3 Problems With Customer Service On Social Media [Infographic]
Anneke SteenkampMarch 1, 2015 Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited for playing the role of customer support agents, while others just don’t. So what is it that makes these “perfect”individuals different? What are the traits that make them the ideal candidates when dealing with other … Continue reading 5 Traits Of The Perfect Customer Service Employee
Mamoun ChaouniFebruary 22, 2015 Customer service is the new marketing. If you’re in doubt, a 2011 American Express survey cited in this infographic from Help Scout makes the assertion that seven in every 10 Americans were willing to spend more with a company that provides excellent customer service. This study also shares that three in … Continue reading Instructive: 6 Surprising Benefits of Live Chat Software
Reeyaz HamiraniFebruary 20, 2015 The dynamic and efficiency of sales teams were changed forever with the introduction of sales force automation tools nearly two decades ago. Finally, organizations could have a robust system in place to manage relationships with clients and prospects, as well as track the progress of new deals and existing upsells. These … Continue reading Legacy CRM Systems Are Holding Your Business Back
How are people supposed to pick your ads out of the crowd? As a small business owner, how do you create marketing that is potent and persuasive without breaking the bank? From advertisements alone, your target market is exposed to thousands of messages every day. Putting a number to it is difficult. Researchers have said … Continue reading Distilling Experience Into Advertising for Your Small Business
Shelley PringleFebruary 15, 2015 Conventional wisdom suggests the best way to deal with online trolls is to ignore them. Don’t feed the trolls, the experts say, it’s what they want and only fuels the flames, encouraging them to continue spewing their vitriolic hatred, racist commentary and/or misogynistic babble. Yet two recent victims of online trolling … Continue reading The Best Way to Handle Online Trolls: Engage Versus Ignore
Liz ZenzFebruary 12, 2015 In the spirit of Valentine’s Day, reflect on the rules that govern your relationships with those you care about, and apply them to your relationship with clients. Always follow up: if you promised to do something, do it earlier if possible. Let the customer know if you can’t keep an arrangement … Continue reading 6 Ways To Build Meaningful Relationships With Your Customers
Paul JohnsFebruary 11, 2015 Social media is rapidly maturing and has emerged as a major new customer support channel — one controlled by the customer, not your company. For some major brands, social media now makes up 10% of all inbound volume, and is still seeing swift adoption as most customers move to ‘social first’ forms of … Continue reading Social Media Contact Centers: What New Teams, Training and Processes Will Be Needed?
Brent PohlmanFebruary 11, 2015 I am trying a new approach to my writing with this article. Too many times, I often give advice based on experiences that I have been a part of and witnessed. I am not saying this is a good approach, but I do not want to turn into that professor I … Continue reading How To Better Serve Clients?
Sumair DuttaFebruary 10, 2015 Organizations that support consumers and enterprises alike are looking to enhance the self-service opportunities available to their customers. A 2014 research effort from The Service Council found that 6 out of 10 organizations were looking to provide increased self-service resources to their customers. One might think self-service is all great when … Continue reading Getting More with Self-Service
