One of the reasons customers leave a company is that they feel they’ve been treated rudely or with indifference. Most of them don’t tell you that they are offended or bothered by what was said, they just never come back.
Just a few days to Christmas and companies, both online and offline, are flooded with messages of their customers busy buying the last gifts.
When customer support first came online, it was a revolution in the service industry. The problems started emerging when companies began to scale and outsource this service. It became harder to ensure that every customer service representative (CSR) was on the same page and performing up to par.
Surprising piece of information: there is currently no existing standard for the acceptable customer service response time on social media. Bet you didn’t see that coming. There is a wall-to-wall consensus on the effective amount of weekly status updates and Tweets, but the subject of response time is still being debated in terms of comparison metrics and user expectations.
From marketing to support, every team within an organization can benefit from customer surveys. They are a quick and easy way to gather feedback on new products, recent company news, the quality of your support department, and other pertinent information.
Customer service should be the most natural part of any business. If you sell a product or a service that people want, the least you can do is to try to make these people happy.
Live chat has become one of the most popular tools for providing support and engaging with customers. It combines the immediacy of support over the phone with the flexibility of email and instant messaging. But, a proper integration of live chat into a website requires more than simply copying the script.
Over the past several years, marketers have been struggling to come up with newer, more efficient marketing techniques that would allow their brands and companies to be ahead of their competitors.
Every single media channel has its own unique set of rules and best practices: to ignore them means to ignore the “local customs”, which might make you look impolite and inappropriate.
Last night I was checking out an interesting overview on the state of social customer care when I read a consideration that hit me as terribly true:
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