Cognitive empathy: the difference between feeling what your customer feel and actually helping him!
The many faces of empathy, and how to use all of them.
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Cloud software infographic: living in the cloud
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The cloud is definitely rising. A report from software recommendation and research company, Software Advice, shows that companies do not want on-premises software anymore: they are more expensive, more difficult to manage and way less adaptable. On the other hand, cloud software has constantly risen, thanks to its ease of implementation (say bye bye to all those IT expenses) and attractive...
Customer care is yet another side of branding
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What is branding, anyway? The word “branding” has always been very foggy, but it has recently become even more complex. Traditionally used to define the very broad range of activities to place a product inside its market (from logo to package design, from promotional strategy to pricing), the word has become more and more disembodied and presently revolves around ideas such as “customer...
Deskero: a case study on Enhanced Customer Support!
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In recent months we’ve published a couple of case studies, featuring examples of brilliant customer care from our clients… but now it’s our turn to be analyzed!
Customer care software solutions: infographic
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Customer care is increasingly more important. Dealing with your customers’ queries in a quick, personal and effective way is a game changer.
What’s the point of having a strategy?
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What strategy is NOT.
Despite all the constant reminders on how essential it is to have a well defined strategy to deal with customer issues, very few companies are actually able to nail it down. A lot of customer care departments think of strategy as a marketing gimmick that will only have them waste time.
Wanna go for excellence? Kill the “best practices”.
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We live in a world that simply overflows with advice: every day we read blogs full of tips and tricks, we find tutorials about every field of knowledge, we get suggestions for every activity we are involved with.
What if we cut the crap out while writing to customers?
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Everyday the internet is full of blog posts that explain carefully and in detail what to say and what not to say. Among the most common suggestions when dealing with customers are:
Case study: Despar Nordest
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Despar Nordest manages a network of over 560 supermarkets (both directly managed and in franchising) in the Triveneto and Emilia Romagna regions.
The first rule while chatting with customers? Sound human!
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The problem with chat
Chat is not for everyone. Interacting through short bits of text might be perfectly all right for young people and millenials, but it’s certainly NOT the first media that most people over 35 would choose to use. The problem with chat however isn’t just age or habit.
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