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Customers expect support for products they buy. Besides that simple fact, nothing is obvious or given about customer service. In Support we cover the best ways to improve the customer experience and make sure your customers come back for more.
Enterprise customer service is largely about how many people you can help before the costs become prohibitive. To do it well, you need to forget a bit about the quality of contact and about customers’ contact preferences. You pick what gives you the most answering power. No... read more
In the age of huge online competition, it might be difficult to stand out from the crowd. The companies that win customers’ hearts have a couple of things in common: great quality of their products, their own brand identity, and exceptional customer service. In this post, I’ll... read more
In my latest post I wrote about why customer service is important, in this post I would like to tell you how you can take advantage of a personalization to create an even better customer service experience. Let’s start with what customer service experience is. In simple words,... read more
In the last two articles from this series, we’ve discussed pretty big companies. We've already talked about Apple, Netflix and Uber. We’ve touched on Verizon, Comcast and Amazon. But can we go even bigger than that? Today, I’d like to give it a try and discuss Facebook and Google... read more
When talking about customer service, we often look at it from a business perspective. We think how it can improve our relations with customers or how many more sales it can help us close. For businesses, it’s a way to get in touch with customers, help them and get some extra... read more
The “customer is always right” slogan is both: a customer service mantra and a curse. On one hand, it encourages representatives to go above and beyond customers’ expectations. On the other hand, when the customer is not right, reps still have to provide the best possible service... read more
Improving your typing speed is one of the more productive things you can do when working in online customer service. Most of your work involves computer activities like contacting existing or potential customers via email, live chat or social media. All those digital channels are... read more
Excellent customer service experience is a holy Grail for all people working in business. We struggle all the time to provide the best possible service, we go hundreds of extra miles to make customers happy, and yet - we’re still getting negative feedback and customer complaints.... read more
Customer service stories are full of bloodcurdling events and malicious characters. All of us can recall at least one example of really bad customer service where everything went wrong, a person we were talking to was incompetent or a customer that we were dealing with, was a... read more
When you think about your life, you can probably find people who appreciate you at some point. People at work, in your private life, your colleagues or even your tennis teacher. The people who appreciate you, are the ones who say how important you are, how great you do your job,... read more
Building the perfect customer service team is a challenge. While interviewing potential hires, there is a lot to cover, ranging from technical knowledge to soft skills. Moreover, the recruitment process does not end after the final handshake – it is the beginning of a journey.... read more
“But I didn’t get the answer to my query. This is the second time I am calling you people for the same problem. Why don’t you just put me through somebody helpful?” - John shouted at the agent. “We appreciate your endurance and feel sorry for the inconvenience Sir. But this is... read more
An angry customer is a business nightmare, right? Wrong. An angry customer is a business opportunity. If you handle your complaints process right, you can transform an angry customer into a brand advocate and a high-value return customer. Marketing professors Michael McCullough... read more
Forming a strategy for your Twitter is a must but it’s only the beginning. The next big things are creating an engaging content and nurturing relationships on Twitter with your customers. Luckily you can build relationships through smart, well–planned messaging. To do that you... read more
When you want to help customers on your website, there are basically two ways you can go about it. On one hand, you can sit tight and respond to any questions customers ask, either via phone, chat or email. This is reactive customer service. On the other, you can show initiative... read more
