First, it’s important to make sure that your customer service team has the right skills for your managing customers’ needs. No amount of CRM software can compensate for shortcomings in this area. But what skills should you be looking for in a customer service rep?
Not sure if your reps have the right customer service skills? Survey or interview your customers to understand whether your service team is showing each of these traits. Running a customer feedback survey through your CRM program, at the point of sale, or when you send customers an invoice is a great way to see where your team’s skills do and don’t measure up.
“Customer experience” is in vogue again. Everywhere you look, there are articles and posts covering how companies can ramp up customer experience to generate more revenue.
And, to be fair, customer experience should always be in focus. As the economy swings back into hyperdrive, consumers are being bombarded with new and exciting offers – the kind that can get otherwise loyal customers to jump ship.
Retaining customers makes sound financial sense – acquiring a new one is five times more expensive than wowing an existing customer away from the noisy competitors and their splashy ads.
Hands down, the best way to retain your customers is by finding ways to make their experience with your products and services hassle-free and completely satisfying. In the world of technology, customers always remember when things go wrong.
Everyone understands that technology likes to act up from time-to-time. How many times has your laptop suddenly run out of charge right before an important presentation, or a 6-hour flight?
For telecoms, the stakes are even higher. Right before a huge pay-per-view fight, the node goes down – and everyone on the block is left without cable. Or a misguided neighbor decides to try their luck at edging their lawn – right next to where the buried cable lines are.
The way to win, in these moments, is to deliver fast, competent help. From the moment your customer service center gets the call, there’s a timer running. Your customer will judge you based on how quickly you respond. And an appointment sometime between next week and next month isn’t going to cut it.
Companies can leverage technology to deliver better experiences. For instance, FieldEngineer is one platform that tech companies are using to help shorten the gap between problem and solution. By allowing companies to access on-demand talent, with the skills and experience necessary to complete technical assignments, telecoms and other tech players are dramatically improving customer experience, without the overhead of a traditional (old school) global support team.
The ability to choose assignments dramatically improves the employee experience as well. And, it turns out, happy team members help to deliver an even better customer experience. It’s service with a smile for the digital age.
There’s a real shortage in the industry. Fifty-five percent of telecoms report that they are struggling to fill open positions. This means that customer service is directly impacted, as in-house tech teams are stretched to the breaking point.
As large firms continue to engage contract firms to help solve customer-facing issues, there are still times when the sheer need of customers facing service outages is overwhelming. Add into this a labor shortage and a disconnected customer service process, and you have a perfect storm for customer disappoints.
It’s exciting to see the gig economy expand into the tech sector. Yes, technology has always supported the gig economy – if you think Uber is a cab company, guess again. But, it’s only in recent years that the freelance marketplace is expanding into more skilled arenas – the kinds of jobs that keep the technology running and evolving.
Having platforms find ways to provide quality service contracts, on-demand talent that’s available locally on a nationwide basis, and who are fully connected to the rest of the business deserves some serious applause. For telecoms, it means a better customer experience and a real opportunity to hold the competitors at bay.
Did you know that only 32 percent of customers are likely to place a second order in their first year as a customer? That means you’re losing most of your customers after their first purchase. Unless you create a strategy to retain them, you’re wasting valuable marketing resources.
Here are just a few reasons you should have a retention strategy for your e-commerce business:
Compelling stuff, right? Still, most e-commerce companies still rely solely on customer acquisition. They undervalue the possibility of retaining and nurturing their existing customer base. Developing and implementing a retention strategy is vital to creating a sustainable business. Here’s how to make it happen.
Most of your first-time customers are filling an immediate need. They’re not necessarily interested in a long-term relationship with your brand. That means you must figure out how to encourage your customers to return more often, spend more time on your site and ultimately purchase from your store.
Publishing useful content on a regular basis is one way to demonstrate value. NewEgg uses videos to engage consumers and ultimately convert them to customers. These posts range from product reviews to in-depth tutorials. On a related note, ensure your product descriptions not only entice visitors to buy but make them remember your brand after the sale.
Nothing destroys your credibility faster than bailing on a promise you made to your customers. If you offer same-day delivery but can’t realistically uphold that standard on a consistent basis, you’re creating dissatisfied customers.
Instead, try this: Estimate how long it will take to deliver the shipment and then double that time. Zappos promises delivery within five business days, but the majority of orders are shipped overnight. This exceeds customers’ expectations, making a positive impact and fostering trust in the brand.
Email marketing produces a conversion rate nearly twice that of organic search, and it also outperforms nearly all other marketing channels. But an average of 60 percent of email lists are full of “dead” subscribers? A roster filled with inactive hurts your conversion factor and leads to reduced deliverability as messages are routed to spam.
The subscription-model economy is rapidly becoming the norm across industries and particularly in ecommerce. Amazon Prime and Sightglass Coffee have supplemented their revenue with this tactic. The subscription model helps ensure revenue from repeat customers. This gives you more control over revenue prediction so you can optimize your expansion plan and set a marketing budget accordingly.
The most important groups to think of when specifying your requirements are:
After you’ve put together a basic overview of your needs and future plans, you should also have a chat with other people in the team. The crucial people are obviously the ones who will be using the tool every day as well as those directly managing them.
However, having this discussion in an even bigger circle is great for unexpected but useful feedback and points, especially if you’ve cultivated an “everyone does support” culture in your company.
Go through as many unbiased review sites and listicles as you can, and just write down names of support software providers—don’t worry about diving deep into features quite yet.
After doing your own research, ask your own network for recommendations. The best advice always comes from people that have actual first hand experience using these tools.
Who knows, you might be able to eliminate some options from your big list straight away—or add some.
However, be careful to not take these recommendations too seriously. The fact that a solution didn’t work out for another company, doesn’t mean it won’t for yours.
Now that you have your top options, it’s time to sign up and see how you like actually using them. Most awesome support software has a trial or a demo account you can use to get into it.Play around with it to get a feel of how it works and what the features you’re looking for actually look like.
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We all know that running a business in today’s world is not an easy job especially when you think you are having the most loving business of all the times. The scenario is becoming more and more genuine as the technology evolved its best and advanced of all the times. Those days have gone when people were complaining via contacting on the phone or reaching to the store/office manually. In today’s space, it’s very difficult to maintain and sustain a good reputation if you are selling online.
Difficult customers or better we can define them as the complex client are the ones who demand a lot for the cost that others are also offering for the same products or services. The question arises how to deal and handle such difficult customers? We’re offering a few points to analyze for the business owners and companies to think on such a case:
(1) Loyalty: If you are fair enough at the time of closing or dealing with the client and clarifying each of your deliverables to him i.e.terms or conditions or any hidden star, it would be great for the client to understands. If you are in a hurry of closing a deal without your customer’s conscience, you are being caught for the case and will face such a condition for sure.
(2) Perks: If you have a bad experience with a customer you are working with, there is still a chance to handle the worst. Reputation is the only food that your business eats! Never turn back if your customer gets happy with a little or an additional relevant service or product replacement makes him happy.
(3) Feedback: This is an era of rating including the customer’s words. Make sure you created enough space to live in the heart of him. If you are being failed to do so, you are left with an image makeover and generally comes more positive reviews and customer thoughts. Email your old or potential customers to give a rating or feedback on the channel where you have been trapped.
(4) Customer Research: This is orthodox and you should perform a research before closing a deal with the customer. If you find that a “company/client name check” gives you a negative taste, you can leave it from there only.
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Emma Whitner Florida says there is an old saying in the real-estate industry: The three keys to success are location, location, and location. There is a similar take on the customer service world. The three keys to customer experience success are consistency, consistency and consistency.
So, let’s talk about the different ways an organization delivers a consistent experience.
There’s no denying the fact that customer service is important to a small or mid-sized business. The quality of that service will either enhance or degrade customer loyalty to your brand and your business. With the economy in recession, customers have more alternatives than ever. The business that proves to be responsive to customer questions, complaints, or other needs can gain a clear competitive advantage. That’s why it’s so important to understand how new technologies can help you anticipate customer needs, tailor business processes to best serve customers, and ultimately improve the efficiency of your business – the latter of which can keep costs down.
Customer Service Technology
There are a few major areas in which technology now is able to help provide key advantages to businesses in engendering customer loyalty by improving customer service:
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Have you heard about the Internet of things? Yes, an idea that has changed the world. You can have access to your home appliances while you are traveling or at a remote location.
Today, AI, VR, and IoT in hospitality are all converging. More connected devices mean more data. That means AI algorithms are trained on better datasets and can perform more functions. And a greater understanding of guests’ interests, desires, and experiences means more interactive and engaging VR experiences before, en-route, and at their destination.
As customer expectations rise, technology offers an answer. The challenge for hospitality brands is investing in the right systems before it’s too late.
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