Search Results: contact
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…
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”…
What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. Getting it right can be a game-changer for businesses large and small. According to recent research, as many as 68% of customers will turn to a…
Content Marketing Ideas for Incredible Customer Experiences After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. After all, who better understands customers than someone who has been working with customers from the moment they are in their final stages…
Live chat software is relatively new to the customer support world, but it’s caught on like wildfire. Today, most websites offer live chat support as an option. That’s because customers overwhelmingly rank live chat as their preferred method of contact. But are businesses meeting customer expectations when it comes to live chat support? The answer…
By now, you’re already aware of the benefits of live chat. We talk about them all the time: increase in customer satisfaction, higher likelihood to close sales, larger transaction sizes; the benefits are endless… …as long as live chat is done right. When it’s done wrong, you can end up with frustrated customers, abandoned carts,…
As technology and consumer behavior evolve, the way we provide customer service and support should, too. Until recently, customer service’s role was primarily reactive, addressing specific complaints as they arise—reacting to customer service issues after they happen. That’s changing. Data around consumer preferences, a focus on customer experience as a competitive advantage, small and agile…
If you’re like a lot of customer support professionals, you know how beneficial live chat software can be. It’s popular with customers—we love getting instant help without having to pick up the phone. So much so that 41% of consumers ranked live chat as their preferred method of contact. When you’re working with a small team,…
Have you ever decided to step up from capturing photos on your smartphone to a dedicated DSLR camera? I bet the model you want comes with all the features you need, but also a bunch more that you don’t understand. For small teams, live chat is a similar proposition. Is the investment of time and…
Live chat seems like a win-win. Support agents can answer questions rapidly, keep their chat handle time low, and swiftly move on to help the next customer. Unfortunately, customers are rarely getting this experience. They’re unsatisfied with their live chat experiences. A Kayako survey of 400 consumers and 100 businesses found that almost one-quarter of customers…
When you’re thinking about adding a new channel to your Shopify ecommerce store it should be stress free. Especially when you’re thinking of adding a channel that has a bad reputation like live chat. The perception is that adding a live chat app will bombard your team with incoming customer requests. You imagine customers will…
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. You don’t have the budget of Amazon or the resources of Nordstrom. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. Does that mean tiny businesses…