Liz KislikAugust 15, 2015 According to an old Swahili proverb: “When the elephants fight, it’s the grass that suffers.” That’s certainly true in organizations where executives have ongoing disagreements. Whether the situation involves explicit, pitched battles, or covert, passive-aggressive resistance, it’s the folks lower down in the hierarchy who are most affected by the lack … Continue reading Who Defines Your Service Rules?
Category Archives: Customer Service
Provide Great Support With Simultaneous Chat
Nathaniel ZiegelAugust 8, 2015 Your customers love live chat. In the latest Zendesk Benchmark report, chat was revealed to be the channel that produced the highest level of customer satisfaction, beating even email and voice. On average, first reply time to a live chat request is 1 minute, 36 seconds; far quicker than the 22.6 … Continue reading Provide Great Support With Simultaneous Chat
5 Tips to Improve Your Customer Service on Facebook
Zack FaganAugust 7, 2015 Everyone knows how important customer service is to an online business. What many people don’t realize though is that customer service is evolving. As consumers have become more focused on the internet and social media they expect solutions to their problems just as speedily as they expect a friend to answer … Continue reading 5 Tips to Improve Your Customer Service on Facebook
How To Provide Stellar Customer Service On Social Media
Sahail AshrafAugust 5, 2015 Customer service is kind of easy (or at least straightforward) in the real world. You greet a customer and if they have a problem you do your best to deal with it in a polite and courteous manner. If it is a deep and complex problem, you grab your supervisor or … Continue reading How To Provide Stellar Customer Service On Social Media
Keeping Call Center Agents Happy: Why It Matters
Jeanne LandauJuly 31, 2015 Today’s savvy businessperson is learning more and more that the benchmark of a company’s success lies not in predicting trends or rising stocks, but in something much simpler: Customer Service. But while this may seem like a very back-to basics approach, it is also factual. Seventy-six percent (76%) of consumers feel … Continue reading Keeping Call Center Agents Happy: Why It Matters
Complaining Customers And Social Media: How To Make Them Happy Again
Sue ReynoldsJuly 23, 2015 Listening for and responding to customer complaints is critical for your brand’s reputation. Dealing with customer complaints as they arise is an important part of maintaining your brand’s reputation. Consumers are twice as likely to share a bad customer service experience than they are to share a positive one, according to … Continue reading Complaining Customers And Social Media: How To Make Them Happy Again
How Long Are Your Clients’ Memories? How Annoying Are Your Emails?
John W HayesJuly 11, 2015 I had one of those conversations recently in which a client told me that he sent out an email marketing newsletter every 3 months. Any more than this, he surmised, would simply annoy his clients and do more harm than good. I guess his clients either have very long memories … Continue reading How Long Are Your Clients’ Memories? How Annoying Are Your Emails?
How Not To Do Your Social Media Customer Support
Marko SaricJuly 10, 2015 Is social media the worst customer service platform that you will ever experience? Something is rotten in the state of customer support in social media. Social media active brands are developing a very bad reputation for their non-existent customer service. The State of Customer Service Experience 2015 whitepaper found that only … Continue reading How Not To Do Your Social Media Customer Support
How Customer Service Is Becoming More Human [Infographic]
Bob HutchinsJune 30, 2015 When Alexander Graham Bell debuted the first telephone in 1876, you couldn’t buy just one. You had to buy two. One for you. And one for whoever else you wanted to talk to. If you needed to connect with a second friend or business associate, you’d have to buy another pair … Continue reading How Customer Service Is Becoming More Human [Infographic]
Break The Service Technician Mold [Infographic]
Brian WallaceJune 28, 2015 Everyone hates waiting for the cable guy. It’s the one issue on which we can all agree. If you’re in the business of scheduling service technicians, you know all about the angry phone calls and the negative viral tweets about the poor service your customer feels they received. But what if … Continue reading Break The Service Technician Mold [Infographic]
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