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Throughout its existence customer support has been a reactive game, where you have to react to your customers’ needs. However, that’s changed significantly due to the vast growth in market size and rising competition. Now it’s all about being prepared for anything and everything your customers might think to ask. In general terms, this is…
Does speed matter in customer service? The answer is both YES and NO! Customers expect a fast reply when they contact your support. But if your support provides a generic answer to their questions without providing exact solutions, it may accelerate into a frustrating situation for customers. Speed is vital in customer service. We all…
Like most parts of modern businesses, customer support relies heavily on automation. Customer support automation isn’t exactly new in concept but its applications have become increasingly more diverse. Automations are beneficial for a number of reasons as we’ll look at in the following sections. Before we get to how to automate your support desk and…
Creating a new business is challenging. It is harder to get new customers and make them loyal to your brand. One way to make loyal customers is by providing great customer service. Good customer service is meeting and exceeding customers’ expectations. Excellent customer service is when you provide the same service every time a customer…
In between Hollywood and your day-to-day social interactions, one thing is common. Cliches are not welcome! While they get the “message across” they hardly do anything more. You could even say that cliches are a barrier to creating a meaningful experience. Customer support is no different. Happy to help is by far one of the…
Dealing with angry customers is everyday work for customer service and support teams. Happy customers go into an angry mode in a few conversations if it does not fulfill their needs. Your agents know this better; an angry customer can be turned into a dissatisfied customer in a minute. It is important how you handle…
Customer support is arguably one of the most intensive aspects of a business. Especially considering how much of the revenue stream depends on it and how much cost that revenue incurs. Businesses go to quite extreme lengths to reduce customer support costs. This is pretty logical considering how easy it is to lose sight of…
Business needs customers and no one love losing their customers. Companies rush to acquire new customers but often lose sight of retaining their existing customers. And that’s when customer churn happens. Building a long-lasting relationship with your existing customer is vital to growing your earnings. Sometimes it is inevitable that customers will stop doing business…
Customer service is the gateway that makes the final delivery of what your business promises to your customers. It’s not just about the product or service. It’s creating an experience that your customers are compelled to talk about. When put like that, it’s easy to see that customer service is a demanding job. As much…
Business to consumer (B2C) and business to business (B2B) are two ways of doing business; both are different. But one task is necessary for both of them – “Customer Service.” Customer experience can make a difference when you sell to your customers directly. Fantastic customer experience plays a more significant role in new sales, repeat…
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