Search Results: phone
The online services that we use today are generally very reliable. When you want to watch something on Netflix or YouTube, you can be sure that 99% of the time, the service will be accessible. However, it is inevitable that something will go wrong at some point. When it does, it pays to have a…
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…
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…
At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. Customers hate putting in effort…
Let’s just say it: one-on-ones are nerve-wracking. As an employee, when someone drops a one-on-one meeting on your calendar, it can mess up your whole day. As a manager (new or otherwise), you can struggle trying to come up with the most perfect and productive way to use your time: you need to get to…
We all know that emotionally, people don’t respond well to “no.” As customers we hate it, so why would you straight up say “no” to a customer request? A by-product of saying “no” is that it often results in lengthy conversations, anger, and escalations. These conversations drag on for longer than they have to and…
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….
Live chat plays a significant role in your support model yet most live chat experiences still end in frustration! That’s because businesses are failing to focus on the right business objectives. The importance of live chat can’t be underestimated. Deliver live chat incorrectly and you will put customers off using your business: 83% of consumers…
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…
The other day I was frustrated after not receiving an order for the second time from an online retailer that I order through all the time. The support site for the company offered me three options: I could receive a phone call I could send an email I could open a live chat. For a…