Search Results: contact
You might believe social media is a boon for customer care. It’s understandable. A Google search for the phrase ‘social media customer service’ returns 117 million results. It’s easy to find authoritative articles, like this one, that claim customers love to use social media for customer support—and they have statistics to back it up. And…
Last year, I worked with a salesman who repeated the same motto on a daily basis: ‘people buy from people’. At first, I thought he was talking nonsense. I thought it was just an obvious fact, rather than a subtle truth. In short, I’d missed the point. I’ve since realized the proverb has some value…
When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes. That…
Imagine applying for a job at one of your favorite startups, and after a good-few grueling interviewing rounds, the offer is in your inbox and you’re ready to sign the paperwork. The start date is not far away but a few days, perhaps even weeks after signing the contract, your new employer has made little to…
In our free open source ticketing system, conversations with customers were spread across multiple inboxes, from Skype to email, to live chat. Silos existed and this made it difficult to have customer context and help our customer’s important requests. These conversations were captured in an open source help desk—that we built! It was not working…
If you live in the world of remote work, you know it has unique challenges. Everything from socializing to management takes on a different hue when one coworker is here and another is there. Millions of jobs shift to remote work, and entire industries grapple with the transition. That’s why you’ll find a gajillion results…
A silent majority of customers would rather pop into your website, leaf through your how-to resources on their own and then quietly exit.
This is a guest post from our friends over at Campaign Monitor. Kim Courvoisier will teach you 6 ways marketing and customer support can collaborate to create more consistent customer experiences. Customer support is a priority for many brands, especially since 3 out 4 customers spend more money with companies that provide superior customer service. However,…
A few weeks ago, my cable bill came and it was more than I expected. I tried to figure out why, but eventually I needed to chat with the service team of a certain notorious cable company. I thought live chat would be the easiest way to get information on the extra charges. It wasn’t….
Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Departments that could help improve the business end up swimming in an ocean of valuable feedback that isn’t acted upon. That’s because so many departments are involved in the…
Live chat’s opportunity to grow a business is taken for granted. Many businesses are missing out on driving leads, sales, and revenue. Live chat is often seen as an online support tool for existing customers. It’s a popular alternative to email support because instant discussions resolve simple queries. This explains why it’s the most favored…
It should never be customer success vs customer service. Yet, somehow these departments have become separated and even disassociated from each other. It has become common for customer success to be perceived as the driver of every aspect of customer satisfaction that results from customer interactions, while the support department is left feeling like a…