Insights & Updates
How your customer service team manage customers' pricing concerns will go a long way toward reassuring customers of your value and retaining your customers in the months and years to come.
When companies experience growth, especially rapid growth, it is the customer service segment that often has trouble keeping pace. You are so focused on expansion that you lose sight of what got you here -- servicing and wowing your customers. It was once easy to respond to customers at a lightning-fast pace. Now, you’re embarrassed to admit it could be days, if not a string of days, before you get around to hitting reply on a customer inquiry. Something has got to change.
In this article, we cover a few types of customers you’ll come across, with tips on how to engage with them.
No one likes being placed on hold. Consumers wants quick, uncomplicated answers, but holds happen. As a business obsessed with delivering delightful customer service, how can you create a pleasant hold experience for your customers? One that gives you the time you need to properly handle their request, but doesn’t make them feel put off or like they’re being herded around like cattle?
By following these tips, you can help avoid awkward situations while providing enjoyable and personable experiences to your customers.
In honor of Customer Service Week, we are asking you to look at how often you communicate with customers and to question whether it’s enough. Are you being a responsive company that cares about your customers’ needs, or are you the friend they only hear from when you need a ride to the airport?
Today’s customer service professionals are not only in demand, they’re demanding respect. As more and more organizations rely on service representatives to build satisfaction and increase retention, customer service has transitioned from a thankless job to one rich with opportunity.
It so happens that customer service and acting have a lot in common. Today, we invite you to check out some acting practices and standards that can help you build a powerful and highly effective customer service team.
Have you armed your team with the customer service guidelines they need to be successful, or have you left them flying without a net? In today’s post, we look at how to create realistic customer service guidelines that provide procedure and support for your team.
Customer service through email is critical today, especially as the cost to acquire a new customer is much more expensive than the cost to retain a customer. We dig into some key email dos and don'ts.
How and when you upsell is critical, especially when it comes to merging customer service conversations with upsell opportunities.
To build trust with customers, arm your team with these key customer service phrases they should remember on a daily basis.
Your customer survey only works if it’s written well, people complete it, and you learn something from it. We’ll cover those points today.
How do you assess your customer service efforts? There’s no perfect science, but we have a few ideas to help evaluate if your service is driving new and repeat business, along with long-term engagement and brand awareness.
An increased amount of support requests, especially repeating ones, is a big warning sign that you need to pay attention to your UI/UX.
In today’s post, we cover what tone is, why it’s so important, and how tone can dramatically shift how a conversation proceeds and a message is received.
If you've been working in customer service for a while you have probably found a few go-to apps that make your day easier. Today, I'll highlight a few apps that I've found especially helpful!
Understanding buyer personas, and being able to quickly identify which segments new customers fall into, is critical to offering the right product or service to them. It’s a key part of the initial sale. It’s also incredibly helpful for customer support, as well.
As a customer service and support professional, stress is part of your job description. Let's look at the origins of stress and how you can adapt in the workplace.
No, getting a complaint doesn’t feel all that great. But complaints have tremendous value. The actions you take in response to a complaint can be the building blocks of a long-term relationship. Here's how.
Today, we’ll review some thoughts behind why people are “meaner” on the Internet - and what it means for your customer service efforts.
Adding a personal touch to your support experiences is extremely important. Personalization can make your customers feel extra cared for and supported.
Building a reputation for great customer support requires having employees who reflect the key characteristics necessary to be excellent customer service associates.
In a previous post, we sought to answer the questions on how people felt about the use of various automated, digital and traditional customer service mechanisms. We asked a few questions recently, and you answered. Here are the results.
Providing a great customer service experience doesn’t just start when you pick up the phone to answer a client question, or when you respond to a live chat message. It’s proactive. How?
Let's talk words today. Consider if you asked "What does great customer service mean?" to fifteen people you know. Fifteen of your customers.
Categories are the basic building blocks used to organize your help desk. Choosing the wrong categorization strategy will have repercussions throughout your help desk, from inefficiencies in assigning requests to inability to accurately report on the types of requests you’re receiving.
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Page 4 of the HelpSpot blog. Help desk best practices, customer support tips, and insights on managing support workflows.
