Search Results: phone

7 Ways Phone Calls and Live Chat Improve Customer Retention and Revenue

My good friend runs a content marketing company. When she got started, most of her clients were on a monthly retainer and paying for blog content and social media management. She decided that she also wanted to offer email marketing services, and so she built a landing page and set up LinkedIn Ad, hoping to…

What Would Happen If You Quit Phone Support?

What if I told you that you could take your support phone off the hook, and there would be no consequences? Wait, wait… don’t do it now! Recent articles have suggested that phone support at SaaS companies is more important than ever. I believe this ignores the reasons customers call for help in the first place. The…

4 Tips to Improve CX with Conversational Customer Service

Before the COVID-19 lockdowns, many companies were moving toward automation and using technology to improve customer service functions. During the stay-at-home orders and aftermath, companies accelerated their digital technology initiatives. McKinsey reports that some companies achieved seven years of progress in less than a year. Innovating the customer service experience at a rapid pace continues,…

3 Benefits of Knowledge Management for Customer Service

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. According to a Forrester report, 72% of US online…

What is a Customer Engagement Platform?

Before social media and smartphones, brands primarily engaged with customers via one-way advertising channels like established print, radio, and three to five main television channels. Social media disrupted that top-down dynamic, opening up the conversation to include the customer in unprecedented ways. Brands no longer control customer behavior regarding what people share about companies. People…

5 Customer Service Channels to consider in your Channel Strategy

Today’s companies have multiple communication channel options to reach customers and vice versa. Designing a channel strategy that improves support and overall customer relationship management can feel overwhelming. Companies need a solution that can capture their customer’s entire journey, in a way that improves on the traditional support ticket or help desk. One strategy goal…

5 Essential Features for Customer Service Success

ECommerce is growing like wildfire, offering exciting business insights via analytics and data. Sometimes it is easy to forget that there are people on the other end of the transaction. No matter how much information companies provide before the sale, most customers will still need help. 83% of consumers expressed a need for some help…

How to Choose The Best Help Desk Software

It happens to every business. At some point, while your head’s down trying to build the business and acquire customers, there comes a time when all of those customers you’ve won over come knocking. When you’re small and nimble, you might be able to get by with just your Outlook inbox and a contact phone…

How to Build a Customer Oriented Culture From the Ground Up

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. For these brands, customer service isn’t just a department within the organization, it’s the center of their entire company culture and plays a role in nearly everything…

5 Customer Effort Villains and their Kryptonite

1.  Not Starting at Google 2.  Unguided Experiences 3.  Hard to Find Information 4.  Basic Support Submittal Forms 5.  Wounded Agent Experiences “The less effort a customer goes through to do business with you, the better.”  — Shep Hyken A growing concern for customer retention, expansion, and cross-sell opportunities is customer effort. This “effort villain”…

The Best Help Desk Software for Small Business

The times they are a-changing, and that goes double for the small business world. Customers, their habits and preferences, they’ve evolved a lot over the last several years—and customer support teams are sprinting to catch up. A whopping 87% of consumers say brands should put more effort into creating consistent support experiences. With changing customer…

5 Ways Technology Can Improve Your Customer Satisfaction Rates

With the use of technology on the rise, the customer experience landscape has changed forever. Long wait times and slow responses are no longer acceptable and have a huge impact on customer satisfaction. Immediate gratification and meeting high customer expectations are paramount. Technology is what got your customers to start feeling this way, and it…