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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.
Customer service agent’s job is difficult, let us be honest. You have to know the product, company’s procedures and a couple of different systems. You have to be a silver-tongued source of empathy. And on top of that - there they are: the customers. The number one pain point for... read more
I could give you thousand reasons why amazing customer service is worth the effort. For example, better customer service is cheaper than any advertising, happy customers become your brand advocates, bringing others with them and people are more likely to buy from you. These are... read more
I have been working in chat support for over 3 years. As many might know, working in customer support is stressful and requires to maintain a high level of concentration. To stay sane experiencing pressure every day seems to be the main goal at the beginning of a customer support... read more
7 minutes
Feb 8, 2017
Being a customer service representative is a huge responsibility. When working in customer service, you are the face of a company. Customers who will think about the company will think about how you treated them and whether you helped them before thinking about the company’s... read 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
During Black Friday and Cyber Monday it was easy to encounter difficult customers who wanted to get their deal “right now,” or didn't believe a product was already out of stock. They probably couldn't hold back what they are thinking about you and your company. Threatening to... 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
If your customers have time, you are lucky but unfortunately they normally don’t have that. As a service provider you have to manage the little time you get to interact with customers to convey the pros of your services. According to a recent report by CFI group, customers are... 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 best customer loyalty practices are those that are lined up with the company’s goals and beliefs. There are innumerable examples of customer service, where company representatives have gone above and beyond their call of duty to ensure customers’ happiness. Ritz Carlton alone... read more
Jack was indeed in a mess when he reached the customer care agent, seeking help to complete an online transaction that was held without any clear sort of a reason. The agents who spoke to him was not of a great help either as he spoke a language that was totally out of the way... 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
