Retail

Phone for the Holidays: Fonolo’s Customer Service Picks for 2020

By Samantha Mehra on December 12, 2019

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A thoughtful human being on the other end of the line when you call for help.

An expertly-tied velvet bow adorning the top of a gift you purchased.

A hand-written note with charming keepsake tucked into a box containing your online purchase.

Empathy. Courtesy. Generosity. Humanity. Artfulness.

Whatever the customer service flourish we encounter on our journeys as consumers, we know when it works. At Fonolo, customer service is top of mind for every employee: Sun up, sun down. We see our customers offering humanity, agency, and choice to their own customers by offering them our patented Call-Backs, responsive widget, and Smart Portal. We see their hold times diminish by years, their customer satisfaction increase by multitides, and their revenue climbing and climbing.

Like many other brands invested in a customer-first approach, they get it.

At this time around the holiday season, on the eve of a new year of possibility, we cast a long, studied glance over the year that was. This year, I turned the microphone on our own Fonolonians to articulate 2019 in terms of customer service. We’re a group hyper-aware of when customer service works in other contexts. So, I asked: “What company, either local or online, was your favourite in terms of customer service in 2019? Who will truly innovate in 2020?”

Here’s what they had to say.

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Checking In: JetBlue and Gladly Partnership Improves Customer Service

By Jordan Maxwell on November 28, 2019

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Airline services have been scrambling to improve their customer service strategies and initiatives, making key investments to elevate the overall customer experience. JetBlue is one of the companies that has been actively looking to add value to its customers, using loyalty programs and other means to draw passengers on an international scale. The company recently partnered with Gladly Inc. in an effort to shave time from its customer service call volumes.

By partnering with the technology startup, JetBlue instantly became more customer-facing, and in doing so differentiated itself from other, less than stellar competitors. The airline introduced its software on flights so that the cabin crew would have a bird’s-eye view of information about customers on-board.

And customers are ‘on board’.

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Having a Crisis Contingency Plan for Your Call Center

By Jessica Suezin on November 26, 2019

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Let’s face it: There are bound to be unpredictable, negative circumstances that any organization will bravely face at some point or another. It’s why it’s been said that you should always “hope for the best, and plan for the worst.” When a company or organization is facing any sort of crisis, whether that’s something as serious as a company data breach, a natural disaster, or even a power outage or water break in your building, it’s important to have an established plan or course of action for your customer service team or company call center to execute.

When crisis strikes, it’s critical that everyone is on the page, working together, and ready to take action to alleviate the problem and get back to business as soon as possible.

Here are some tips and tricks that can help your call center and customer service agents ensure that they bounce back quickly and efficiently after a crisis. Continue reading →

5 Brand Websites Doing Customer Service Right

By Ben Ringshall on November 21, 2019

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Zappos. Apple. Wistia. Netflix. Whatever your business or its size, the first place your customers go when seeking help is your website. And if they can’t find the information they need there, you’re going to lose them.

You don’t have to be reachable by phone 24/7, but you do have to give your customers a way to solve their problems or get in touch when they can’t help themselves.

Here, we look at some major brands that are doing customer service in all the right ways, but most especially on their websites. We take a magnifying glass to these websites and give you the means to up your website game, too.

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#CS Lessons: Samsung Sinks, then Swims, with its Customer Service Strategy

By Jordan Maxwell on November 5, 2019

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What do you do when you unveil a new smartphone or app that’s not quite ready to be released, even though you had a firm release date that 100% must meet? This challenging business situation is one Samsung recently found itself in when it botched the launch of its shiny new Samsung Galaxy Fold.

The company designed the Galaxy Fold (a smartphone that uses multiple new technologies and materials to create a display that is flexible enough to fold) and was excitement around it was building up prior to its release. The announcement of its release drew praise from Samsung users and lovers of technologies alike. Due to launch in April 2019, the device was viewed to be one of its potentially greatest products yet.

But a harsh reality set in, and early: Customer feedback delayed the launch and people begun to doubt the product.

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Brand Spotlight: How Glossier Uses Customer Service to Perpetuate its Business

By Janki Lodhia on October 30, 2019

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If there is one modern-day company that is re-inventing the ropes of customer experience, it’s Glossier. Having completely shattered the standards of how to run a beauty business, Glossier continues to be the fastest growing beauty company that is predominantly focused on e-commerce.

It’s not surprising: One of the brand’s differentiators is its customer service offering. In fact, most businesses could learn from Glossier’s customer service structure as they leverage a modern approach to customer support, which promotes overall brand success. Glossier proves that it’s possible to innovate in the realm of customer service. Here are some insights into their successful, unique approach.

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How To Provide Exceptional Customer Service Throughout The Holiday Season

By Jessica Suezin on October 22, 2019

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It’s the most wonderful time of the year! For most retail companies, the fourth quarter of the year is the busiest and most crucial part of the year for business. This can put a lot of pressure on customer service workers who are not only dealing with a higher volume of tickets but also, potentially, a more stressed shopper.

It’s important for retail companies to have plans and strategies in place when heading into the holiday season to ensure that customer service workers have the tools and resources they need to maintain a high level of customer satisfaction despite the influx of calls, chats, and emails from consumers looking for the perfect holiday gift (often, at the last minute!).

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5 Tips For Providing Quality Customer Service Training

By Jessica Suezin on October 15, 2019

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Great customer service starts with making great hires. But, that’s not where it ends. Providing excellent customer service has never been more critical. According to a recent marketing report by Gartner, 89% of businesses are now expected to compete on customer experience alone, compared to only 36% just a few years prior. No matter how talented your new hires are, they will not be successful without proper training.

So, how can you provide a great training experience for your customer service team? Here are five tips to help you get your team started on the right foot.

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5 Best Practices for Providing Excellent Customer Service on Social Media

By Jessica Suezin on October 10, 2019

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If you were to check your company’s social media mentions right now, there is a very good chance you would find customers trying to get your attention. According to J.D. Power, 67% of online users are leveraging social media to get in touch with companies for support. There is no question that ignoring them is a major customer service faux-pas. If your team is going to engage with customers on social media, there are a few best practices to keep in mind before you get started.

Here are five tips for cultivating successful interactions with your customers and clients on social media.

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Fonolo Investigates: How Retailers are Using Customer Data to Gain a Competitive Advantage

By Drew Wilkinson on October 8, 2019

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Back in 2017, The Economist boldly declared that “The world’s most valuable resource is no longer oil, but data.” As we head into 2020, no one would bat an eyelid at this statement. Big data is now used to address an increasing variety of business problems, from product launches to fraud and compliance.

As retail contact center leaders gear up for the busiest time of the year, big data may be the last thing on their minds. However, effective use of customer data offers a significant competitive advantage. This data, gleaned from social media, web visits, call logs, and other sources, can help you improve customer experience (CX) and maximize the value delivered. For example, retailers can provide personalized offers, reduce customer churn, and handle issues proactively.

Achieving this data-centric approach to CX may sound quixotic. However, the reality is that big data is working in the retail industry, and gleaning insights from how other brands have already put it into practice can start you on your own big data journey.

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