Search Results: empathy
When you call the customer service team of a cable company to cancel your contract, you might expect small hiccups, but overall you expect it to be relatively easy. Perhaps the customer support agent might plead with you to not cancel your contract, but ultimately they should respect your request. But this is not what…
“Contact us” forms usually fall down by the wayside when it comes to web design. Why? Because there’s a common misconception that contact forms are an outdated method of communication, that nobody ever really uses them anymore, and that it’s virtually impossible to screw up a simple form design anyway. All of these statements are…
Think about your ideal experience as a customer. It felt smooth and quick to get in touch with a sharp and friendly support person, right? You felt heard and understood. When we experience this type of customer service, excessive effort and endless back-and-forth rarely come to mind. And yet, we more commonly experience high friction scenarios. When…
Where do you begin when you develop a new product or feature? Product development can seem overwhelming. There are so many moving parts that trying to create something valuable from nothing can seem impossible. And with so many stakeholders to please, whose opinion should you seek? All too often a product development cycle starts with market…
In the age of disloyalty, it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Trust comes when you understand your customer’s needs, respect them, and…
Continuous professional development can transform your career trajectory. For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. Here are their great insights. You…
Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. Outside forces such as interactions with other businesses and feedback from friends and family influence the service we…
Working in customer support can leave you feeling like an unrecognized or unsung hero. Praise is often in short supply and there is a lack of awareness about areas of responsibility and how much work the support team does. Within a brief conversation the agent is expected to engage each customer, fix their problem and…
This is a guest post from our friends over at Recruiterbox. Sarah Caminiti will share why tone of voice in your communication with customers is important, and how it can be used as a unique hiring tool. How do you come across to your customers? Are you received as being professional and reassuring? One of…
With more and more research supporting the notion that people prefer to help themselves rather than reach out to support, delivering exceptional self-service has become mission-critical. That means gathering up the answers to your customers’ questions and putting them in easy reach. Of course, that’s easier said than done. Step one is marshaling your organizational…
Why worry about churn when you can just get new customers? New SaaS companies are obsessed with growth, and for some reason, startups have this belief that acquiring new customers is easier than creating loyal, brand advocating customers. Customer Retention Strategies But, that’s not true. Gartner Group statistics tell us that 80% of your company’s future revenue…
I have always wondered how someone who loves to help people can ever get bored of that at some point in their career. Perhaps you entered a career in customer service for the wrong reasons? Maybe you’re trying to transition to a different department? Or maybe your helpdesk is limiting you to reactive customer service?…