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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.
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
Recently, I’ve read an interesting customer service story. An American Express customer has made a decimal mistake while making a payment and paid thousands of dollar instead of hundreds (ouch!). He called AmEx to inform them about the mistake and ask for advice. He was assured... read more
I’m sure you remember at least one really, really bad story of a customer having a problem and the customer service failing to solve it. The most famous one is the story of Ryan Block who tried to cancel his service with Comcast and the representative did his best not to let him... read more
Gathering customer feedback seems like a no-brainer now. Every company does it to a lesser or greater extent. Businesses spend thousands on setting up various customer feedback channels: surveys, emails, reviews, rates. Is it worth it? It definitely is if you know how to act on... 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
No matter how extraordinary a service you provide, somewhere along the way you will meet difficult customers. We know something about it. Difficult customers are as inevitable as cold and rainy autumn after a nice and warm summer. You just have to deal with it, best by preparing... read more
Poor customer experience is more expensive than we think. 78% of consumers won’t make a purchase in your store if they’ve had a bad experience in the past. And, as you can expect, it’s not easy to compensate these customers for it. They will usually need 12 positive experiences... read more
The way companies and customers interact with each other gets more and more interesting each year. The times when you could contact a company on a single channel only are long gone. Now, a customer contacting a company can pick any channel and expect the same level of service... read more
A customer is a very difficult creature to deal with. Sometimes it’s a nice old lady, asking questions with an apologetic smile. Sometimes a cheerful student looking for the cheapest offer. A young woman with a toddler sleeping in her arms. And sometimes it’s Sauron,... read more
When we want to improve, we look for good examples. And if you want to improve your customer service, it’s hard to find a better example than Buffer. Want to learn from the best? See what they do, how they do it and what makes Buffer customer service so darn good. Connect with... read more
I don’t think I would be wrong by saying that we all want to get better at customer service. After all, we should all strive for the best customer satisfaction. This quick read will get you closer to the customers’ mindset. It will help you understand their way of thinking, so... read more
We don't always have time to read long, insightful articles. Sometimes all we need is a few words that precisely express what we know, believe and think. Quotes have that power. They can sum up an idea perfectly, while numbers only tell part of the story. Here are some great... read more
We often get asked through our chat if we charge anything for weekend support. It’s always really strange, because it’s business as usual for us. Our team is prepared to handle enquiries 24/7/365 for every customer. We get asked this often because customers are used to having to... read more
Did you know that your website is not the only place where you can place your live chat? And I’m not talking about our Facebook integration. You can extend the reach of your live chat customer service well beyond the pages of your website. You can have people starting a chat... read more
You can upgrade your good customer service to great by speeding up your support. After all, fast communication is one of the most important customer service skills. It’s all about scale. Once you get everything right when talking to one customer, it’s time to do it with six other... read more
