Tags: customer-service*

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  1. It might seem like a good idea to use email to resolve customer issues or to simply solve customer issues wherever they find you. It’s simple. It’s cost-saving. But you know what else it is? Messy and risky. Messy, because your communications with customers are all over the place. There’s not a single, unified platform to manage your customers. Risky, because you can easily overlook customers’ messages from email. While it may be unintentional, you are more likely to neglect your customer issues and lose them, which isn’t exactly good for business. Enter customer service software.
    https://mopinion.com/best-customer-service-software/
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  2. Customer is indeed the king. In today’s market, we – as customers – have become accustomed to getting what we want. From personalised interactions and connected experiences across channels, we have set the bar high and this is no different with customer service. In fact, according to a HubSpot study, consumers are now more impatient than ever. Nearly 90% of them deem “immediate” online response (within 10 minutes) from businesses very important when they have questions. It’s no wonder live chat software is becoming increasingly important and popular among marketers and salespeople.
    https://mopinion.com/live-chat-software-an-overview/
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  3. Despite the e-commerce boom, numbers show shoppers still want the touch-and-feel experience of brick-and-mortar — recent data from the National Retail Federation found that nearly 80 percent of consumers primarily shop in traditional stores. While the increased foot traffic is great for a retailer's bottom line, it can wreak havoc on sales associates if you don't give them appropriate tools to manage the many needs and requests of shoppers in real-time.
    https://www.retailcustomerexperience.com/blogs/using-push-to-talk-technology-to-boost-the-customer-experience/
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  4. A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization.

    Organizations that have well-developed VOC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments.

    Today, we’re sharing how you can leverage VOC data to improve customer service.
    https://www.business2community.com/customer-experience/use-voice-of-customer-voc-data-to-improve-customer-service-02156948/
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  5. Great customer service experiences are few and far between, so when you have a good one, it makes a serious impression. Today, most companies don’t let their customers connect, hear a live voice -- a positive one, at that -- and build loyalty to the brand. An interaction with customer service is often the first step toward alienation, not bonding. But for brands that do it right, the contact makes a different kind of impact -- a good one.
    https://www.forbes.com/sites/forbesagencycouncil/2018/09/20/why-great-customer-service-is-key-to-a-positive-brand-reputation/
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  6. In the age of social media, customers not only expect a meaningful two-way conversation but also insist that brands act on what they have to say.

    At the same time, customers have become more demanding while their expectations continue to increase. In fact, almost two-thirds of the respondents’ expectations have risen compared to a year ago.

    It all comes down to better customer service. Almost all respondents cited the quality of customer service as a determinant of their choice and loyalty to a brand, while 61% walked away from a brand due to poor customer service.
    http://www.bizcommunity.com/Article/196/33/181466.html/
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  7. Are you in the habit of closing the loop with customers that offer negative feedback on post-interaction surveys like Customer Satisfaction or Net Promoter Score? I certainly hope so, because it’s a great practice that many companies aren’t in the habit of doing. When I led a customer service team, I was very proud of the fact that we made every attempt at closing the loop with the upset customers we knew about, and by some combination of resolving their issue and offering compensation, we managed to save a good many of them from churning.

    But what about those customers that don’t complete a survey voicing their displeasure? What about those where something goes wrong and it’s “too much trouble to complain?” Or perhaps they do complain and the disinterested reply from support is enough for the customer to cut their losses and move on to a company that actually wants their business. And then there’s that statistic where upset customers tell dozens of people about negative experiences while happy customers tell a small handful of their friends. I’m convinced that someone invented that statistic to strike fear into the hearts of customer service leaders with the sole purpose of selling books, software, consulting, etc.
    https://www.kustomer.com/blog/voice-of-the-customer-fcr/
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  8. Most companies have recognized the value of investing in knowledge management (or KM), especially as part of their customer service strategy. It provides an always-available and ever-expanding repository of solutions accessible to customers and agents alike. It also reduces the impact of “information loss” for companies because, though staffing may change and skilled agents move on, solutions are preserved.

    There is no argument that KM offers many benefits, but it’s by no means a silver bullet. Too often, companies make these mistakes:
    https://www.business2community.com/customer-experience/reorient-knowledge-to-drive-greater-customer-satisfaction-02104742/
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  9. Can you say with 100% certainty that your company is offering an omnichannel experience? These guidelines can help you differentiate between multichannel and omnichannel customer service.
    https://www.nearshoreamericas.com/are-you-sure-your-customers-are-getting-an-omnichannel-experience/
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  10. Is customer service part of the customer experience? Or is customer experience what happens when someone receives customer service? Are they the same thing?

    The terms “customer service” and “customer experience” are often confused or used interchangeably. They’re not the same thing, but they are related.

    The difference between customer service and customer experience is that while customer service is one piece of the puzzle — focused on human interaction and directly supporting customers — customer experience is the sum of the entire customer journey with your business.

    Let’s take a look at customer service vs. customer experience in more detail.
    https://www.helpscout.net/blog/customer-service-vs-customer-experience/
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