Food for Thought

Business Services

6 Ways to Improve your Online Customer Service

From choosing the correct support channels to using online resources to get out of the way, to empowering teams to keep customer happiness a priority, understanding how to properly conduct online support is paramount to creating an amazing customer experience.

What follows are our best tips for improving your online service today.

1. Ask yourself: What are my customers’ support needs?

One of the most important things to consider when it comes to online customer service is finding what your customers typically need from your support team.

As an example: Say you’re looking for a company to host your website. You might want to make sure they offer live chat, since you’ll want to make sure you can get an immediate response should your site go down. In that instance, you don’t want to get sent through a ticket system or to a forum.

On the flip side, great companies like Loco2 have removed their phone number from their site and still provide the exceptional customer service they’re known for — because they’re keenly aware of what their customers’ needs are.

2. Get out of your customers’ way

Self-service can be an enormous benefit to your customers — not the hindrance you may perceive it to be.

One of the better examples out there can be found over at WooCommerce. The Woo team offers WordPress themes for site owners, many of these folks being beginners. If you’ve never run a website before, even on a relatively simple platform like WordPress, know that there can be myriad headaches and questions as you take your first steps.

3. …But don’t stop at knowledge base documentation

The idea of “content as customer service” is one that many businesses can benefit from.

We’ve taken this to heart at Help Scout, taking time to create a variety of customer service resources that run the gamut of free e-books, webinars, and whitepapers that aim to help people excel in customer support. When customers ask about these sorts of topics, we have a full suite of content pieces that can help them out, instead of creating a separate reply each and every time

4. Respect your customers’ time

Do you know how long your customers wait for an initial reply? Or how long the average time to resolution is? What about how many times a customer has to go back and forth with your team before they get their questions answered to their satisfaction?

The longer you make customers wait to hear from you, the more time you give them to start exploring your competitors’ offerings. We don’t have to tell you that what gets measured gets managed — unless you’re already keeping an eagle eye on your customer service metrics, chances are there are some opportunities for optimization.

5. Recognize that ‘online service’ ≄ ‘robotic service’

When you’re working with customers online, via email or chat, the temptation can be toward a just-the-facts-ma’am style — but a pleasant tone (or any specific tone, really) is more difficult to convey via text, where you don’t have additional signifiers like swings in vocal pitch or friendly body language.

Conveying empathy via your virtual tone is critical in online customer service. One crucial skill that goes a long way with customers is mirroring — matching their tone lets them know you’re on their side. When a customer is formal, keep your tone strictly professional. If they’re more casual, relax your tone too — it’s OK to crack a joke or include a funny GIF in your reply if the customer has sent you a queue that they have a sense of humor.

6. Empower your entire team to help customers

One of the biggest benefits of conducting most of your support online is definitely the flexibility, and empowering your entire team to talk with customers and handle their questions is critical if you want to turn your support from good to great.

Why take the risk of running into a customer service trainwreck? Create a customer-centric culture into your employee’s mindsets by having everyone do support. It won’t hinder their long-term company-specific skills, and it will make sure that each employee knows how to properly talk with customers.

Source: HelpScout

How Artificial Intelligence Changed Support Service in the IT industry

Support Services and IT

AI and Support Services


AI (Artificial Intelligence) is becoming really prevalent and powerful. In the term “AI”  artificial is superficial and intelligence is a fun. It’s more than a thought & not less than the most complex job on the planet. It’s been used in different industries but its use in customer service has been remarkable. Industries use AI to expand human wisdom than that of originally they have and yes customer service agent experience remarkable results on board.

Let’s go for an example, the IBM AI-empowered platform for businesses, Watson, helped Autodesk speed up their customer response time by 99%. This is crucial because customers want to be serviced 24/7.

Besides, 75% of customers already think it takes too long to reach a live agent and that’s not a statement. You might have experienced the same while connecting with a support group.

AI Changes the Way Businesses Respond to Customer Queries

Genuinely, customer service lives chat agents can handle one request at a time because of the customer-centric case study. This simply means you need more and more staff to service your customers and practically it’s not possible for the length of business or for a small to medium business scale.  However, with AI-based live chats, you will save on hiring more staff and allow your live chat to answer basic questions.

Of course, when the question becomes a confusion to understand or parse for a chatbot, it will automatically map the customer to the agent to help solve the problem easily.

As an end result, you no longer have to keep your customers in a waiting or busy queue. With AI-powered chatbots done well, brands can now say they offer 24/7 and truly deliver on their promise.

AI Personalizes the Customer Experience

One of the most powerful advantages we get from AI-based customer services is they provide customer’s behavioral insights on the go. Yes, these insights linked to machine learning can help businesses to deliver a customized customer service experience.

Usually, it should take you a lot of time to combine all the data and match them with your customer’s behavioral pattern. It’s a lot easier with AI, machine learning, and natural language processing.

AI can collect data about a customer’s previous conference, purchases, geo-events, on-site interactions, source referral, and also follow customers buying behaviors.

A recent study by Infosys shows that 59% of customer’s buying habits are influenced by personalization.

It Makes Big Data a Big Boss

As per the previous content, we have got all the insights from a customer and now we are able to write an effective ad copy to trigger and boost the sales for any business as we have achieved the desired data in order to change the customers buying decisions. The marketing industry especially analytics and insights from a big social media players are a collective result of applied artificial intelligence in their system.

An AI-powered customer service chat bot integrated into your business or CRM system can yield the data gathered from the customers to automatically generate a report which will help you in improving your lead generation strategy to move your business prospects to the base of the sales funnel faster.

Gives a Solid Service, Anywhere Consumers Want it

No doubt that AI provides high-end security, reliability which humans can’t guarantee. For example, chatbots are free from any form of mood changing, personal sickness or any other physical interchange neither do chatbots turn up to work late after a drunkenness 🙂

A chatbot is prepared technologically such that it doesn’t get mad or angry at customer and creates no room for an argument. The thing is that you need to play a lot with your chatbot with an acceptance testing so that you can have all dimensions covered.

Industries who opt for chatbots are frequently gone for a survey about their support services to figure it out further improvement.


Business- How to create A Customer

How To Create A Customer Who Stays Forever?

Create a customer??? What does that mean? If you take a look around, every product or service that you consume has been made. Someone or something had to assemble the item in order for you to use it, eat it, look at it, etc. So, how does this work with the customer?  Here are a few points where you should focus on:

#1. Ensure Care and Perfection

When we as the company are trying to have a customer use our product or service. We want the best for that customer. We don’t want anything sub-par or below average because no customer would want that.

#2. Make The Right Choices

When we manufacture a product or offer a service we have to be mindful of the kind of features we put into it. How is what we make going to serve the customer?

Will it be something they can get value from?
Is it going to solve a problem?
Will it provide the right level of satisfaction for the customer?

These are all choices we’d have to make as business owners so that the customers can be happy and satisfied with us.

#3. Recalls (Service Recovery)

Still using the car analogy. As we know there are recalls sometimes on vehicles when they are not right. Sometimes this is not discovered until later in the life of the vehicle. How do we handle a situation where there are flaws or some type recall needed for a product/service that the customer has obtained from the business?

#4. Ensure Positive Service Experience

The sale and the service have to be consistent across the board in order for the customer to feel like they made the right decision in buying from you. If you have decided on what your mission and brand values are going to be, that mentality has to carry throughout the organization. If the customer goes to one part of your business and they get exceptional service and another part of the business renders sub-par service, then that customer is going to have some mixed feelings about their choice to do business with you.


Customer Support

7 Powerful Customer Service Phone Tips

The phone is one of the oldest and most personal customer service channels. Its unique nature calls for a unique approach. While a phone call can feel like you’re talking directly to someone, it lacks the visual feedback of face to face contact. What’s more, you’re not able to reread what was said – as in, say, live chat support.

Let’s keep these unique qualities in mind as we go through these 7 customer service phone tips.

1 Stand up calling

One of the best tips I’ve received for handling important calls was to stand up and walk around. On your feet you’re naturally more energetic than when seated. It’s a simple matter of heart rate and blood flow.

Unfortunately, most people working in call centers are seated all day long. When you get one on the phone, they sound like they could fall asleep anytime.

Tip: Stand up to sound more energetic on the phone.

2 Calling blind

When we’re listening to someone face to face, politeness forces us to focus our eyes on the other person. But on the phone, we lack visual feedback.

This, combined with a world of distractions at your fingertips, makes wandering thoughts a real danger. We tend to overestimate our multitasking skills, so we think we can push in a quick email check and… *blank* What is she talking about again?

Worse, when you lose track, you’re not able to read over the transcript to pick things up again.

One tip for maintaining full focus while calling is to close your eyes, limiting your sensory input almost exclusively to your hearing. Be the Daredevil of phone support.

Tip: Close your eyes to focus fully on what the other person is saying.

3 The smile effect

Smiling isn’t only nice on the eye, it’s nice on the ear as well. Your voice sounds different when you speak with a smile. A study by the University of Portsmouth showed that people can hear whether a person on the other end of the line is smiling.

A laughing voice sounds warmer, making the customer feel welcome. By putting on a smile when you pick up the phone you’ll notice your calls become more friendly.

Tip: Smile to get a warm and welcoming voice.

4 The “Happy to see you!” technique

Phone service reps are generally taught to pick up the phone with warmth and enthusiasm. “Hi! This is Bob, how may I help you?!”

Source: User Like

Lead Generation Trends 2018

Big Trends To Boost Business to Business Lead Generation In 2018

If you’re a B2B marketer, one thing’s for sure: You have fought for the lead generation. The challenging and competing B2B aspect makes it extremely difficult to generate valuable leads.

In fact, CSO Insights found that to be the biggest challenge for sales organizations. And to top it all off, B2B lead-generation tactics evolve every year as organizations gain new penetrations that tell them what does and doesn’t work.

It’s little wonder why, then, that keeping your eyes uncovered for upcoming developments is incredibly important. For 2018, consider adapting your strategy based on the following trends.

1. Targeted and Personalized Email Marketing Campaigns
That’s a big reason for the big brands such as Amazon, GoDaddy etc to target the individuals. B2C retailers have already embraced personalization. Definitely, you’ve received personalized recommendations based on your shopping history, Google search results recommendations etc and you’ve probably received an email with personalized offers from your favorite brands. Clearly, personalization has proved its marketing effectiveness, and now it’s catching on in the B2B industry as well.

2. Social Video
Video is an ongoing trend to become an important part of B2B lead generation processes given that an increasing number of B2B customers are accepting this type of content. In fact, 70% of researchers & customers in the B2B industry watch videos throughout for a better understanding of product or services associated with their purchase journey, according to Google. And 48% of them spend at least 30 minutes watching B2B videos for their research.

3. Social Media On the Go or Live Streaming
You might have noticed that going live by the business personnel via social media channels such as FB live, Youtube r Twitter etc has become a popular trend for brands to engage customers and collect the user information via their shopping search trends/history/patterns. This trend has been now getting an attention for the B2B industry, with more and more companies streaming webinars or webcasts to generate leads and engage existing customers. Once this trend for a company becomes popular, it becomes an in-demand for the consumers as they also want to listen to the company updates and more!

4. Collaborations With Industry Players or Influencers
Influencers have taken the marketing industry to the next level. While you mostly see influencer marketing being used to promote customer products, it’s also starting to impact the B2B niche.

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Customer Service

3 Trends Shaping Customer Service In 2018

Is the current business year packing up the way you thought it would? For example, are your support or service centers well in hand, satisfying digital consumers? Or, are they lagging behind, out of satisfaction? How will you decide that? The star ratings? or any other criteria? Well, that doesn’t matter, what’s the important point here is: How well you do a customer retention? To get traction, trends need to be integrated into the business. Optimized to deliver great service and satisfaction. Before the year 2017 ends, let’s review a few trends that got traction—and will gain more ground in 2018.

Trend #1: Service solutions need advancement in technology i.e. AI and IAS

Automated processes including self-service solve simple, online transactions. Customers welcome the convenience. With the artificial intelligence, AI-enabled voice assistants are pleasing the consumers. But, they’re not truly human yet.

Trend #2: Customers are redefining their service experiences

As Forbes predicted for the year 2017 that there will be more retail businesses closing than the opening and this trend will likely to continue in the year 2018.  Consumers have started exploring their experience with online dealing and why they should not try when there exists a lot of offers, quality, and varieties for the same type of product they need. Remember, the money back guarantees played a devastating role for the retailers in the decorated and ornamented market.

Trend #3: On-Demand Workforce

This is a trend that is being used by the most of the big businesses. The idea of using this trend is to prepare a fully skilled, technically sound and experienced workforce of salaried professionals those are ready to serve on a business on-demand basis. The best part of it is the flexibility of reusing the workforce on the same day while the worst case is: the cost and structure of the company that hires them. But again, when a business needs fast services, better customer retention and maximum uptime, cost nowhere stands.

We hope you like this blog post.  Please share widely to let your friends, colleagues know more about 2018 business trends. Thanks