The key to success with any business is building strong, long-lasting relationships with customers. A strong customer relationship not only means that your client is likely to continue to do business with you, it also greatly enhances the likelihood of that customer recommending your brand to others. Continue reading
Tag Archives: self-service
If you’re involved in the customer service industry, by now you’ve heard a ton about Amazon’s amazing new Mayday service. You have probably heard about the similar “SOS” service now offered by Salesforce. You may have also experienced some of the mobile apps that have true integration with the call center (like USAA, GroupAMA, or this credit union.)
When you saw those examples, you may have thought to yourself, “Our customers aren’t asking for that, so we’ll take a look at it next year.” Or you may have thought, “That’s fine for bleeding edge companies like Amazon, but my company doesn’t have those kind of resources.”
I’d like to challenge both of those positions right now. Continue reading →
Our calendars offer so many opportunities to recognize those that are important to us: Mother’s day for the mothers, Family day for the kids, Secretary’s Day for the Admin staff. Yet, there is no long weekend set aside to appreciate our customers. How could this be? How could Hallmark so unkindly discard the heart of all contact centers? You don’t need a day off work to celebrate your customers’ worth. As a call center professional, you can make a difference and show appreciation for your customers with these 4 simple tips.
This article will outline 4 ways you can show appreciation for your valued customers. Continue reading →
Don’t let the holiday season go by without seizing this golden opportunity to show customers how your organization delivers a superior customer experience!
Here are 5 things you can do this season to maximize your customer service.
1) Improve your Self-Service Support
It’s no surprise that customer self-service continues to grow in popularity given its relative ease, speed and cost-effectiveness. According to Zendesk, 67% prefer to help themselves when given the opportunity.
When shopping for the holiday season, consumers often have one thought in mind: “Where can I find the best deal?” This statement rings true regardless of the product/service, however value isn’t the only thing holiday shoppers are looking for. Customer service and the overall customer experience are still very important elements of the buying process – even during a time of chaos.
Sadly, consumers know how bad service can be during the holiday rush. In fact, 50% feel that customer service is worse during this season. Here are some proactive approaches you can take to better the service experience for your shoppers. Continue reading →
According to Forrester, organizations that offer a better customer experience have more customers who say they are willing to buy from them again. However, if that experience is poor, 89% of consumers are likely to buy from the competition.
Improving the customer experience is an ongoing process, constantly changing and transforming how companies do business. The following list of customer experience trends will help you shape your support strategy for the coming year and beyond. Continue reading →
There’s a big difference between good customer service and a great customer experience. Delivering world-class service is much more than hiring well-mannered customer service staff. It requires a total commitment to service excellence at every level of the organization.
With so many tools & technologies available today, how can you make sense of what’s right for your contact center?
Here are a few key approaches to helping deliver a better customer service experience. Continue reading →
Most organizations, regardless of size and sector, recognize that customer satisfaction is a priority. Effective call center solutions have become key elements in differentiating a competitive business strategy from one which focuses on a customer centricity model. Over 60% of a company’s costs are found in the call center workforce and over 90% of customers will not choose your company if they were unsatisfied with the service.
Customer service is the most important part of a business because it needs to balance internal costs with tangible results. Therefore, it should be the most important topic on a company’s agenda. If we’re talking about the reduction of customer service costs, than one should take into account 6 important tips:
Maybe you run an answering service, a small customer support function, or a 2,000 seat call center. Whichever it is, I’m sure the questions running through your mind are:
- “Is it any good?”
- “Is it well run?”
- “How will I know?”
Service teams love to tell you how good they are, and they’ll do that by showing you a whole host of measures:
- The average speed to answer
- Their 80:20 service level
- The average time to abandon
When you incorporate self-service options into your inbound call center, customers can utilize an automated menu or interactive voice response (IVR) system to find answers to their problems without needing to speak to a live agent.
Offering customers a self-service option can increase customer satisfaction and reduce your call volume – thereby reducing your operating costs. However, there are several special considerations to take into account when deciding whether to install self-service in your call center. Weigh the benefits and the pitfalls of this technology before deciding whether it is right for your call center.