In the past, shoppers based their buying decisions on marketing information from manufacturers or recommendations from friends, but today’s purchase decisions are driven by customer reviews. Manufacturer websites, retailer websites, and third-party e-commerce sites are homes to many of these reviews, boasting neatly consolidated and organized lists. Social media also serves as a convenient platform… Read more »
In today’s hyper-connected world, where one bad review can be magnified across the social web, customer experience is more important than ever. Customer perception is influenced by every interaction with your company driving business outcomes that can make or break your business. Ian Jacobs, Senior Analyst at Forrester Research, joined us for a webinar to… Read more »
Good customer service is more important than many businesses realize. In fact, 82% of people say they’ve stopped doing business with a company because of poor customer service. What’s worse is that 39% of those lost customers will avoid you for two years or more after that experience. As you can see, customer adoption and… Read more »
Building relationships with your customers is an important part for any company in driving new sales, but also repeat business. This is especially important for fast-growing businesses where retention is key. By taking advantage of Relationship Intelligence – the actionable insights, based on the collective data of customer, prospect, company and relationship information, to drive productive outcomes in… Read more »
Managing client problems is increasingly a high-priority responsibility, and B2B companies are worse at it on average than B2C companies, according to a new Gallup Research study. Customer engagement and retention must be handled on a case-by-case basis in the B2B space, but it is still entirely possible to have a high problem-resolution rate if the right… Read more »
It’s no secret that customer expectations are growing every day. Not only do people’s needs have to be met in terms of standard customer service (i.e. availability, on-time delivery, and quality of products), but user experience has also become a major part of the ecommerce conversation. Though the term user experience is thrown around quite… Read more »
Social media is an important part of marketing for any growing business. For small businesses, it can be an effective way to get the word out without blowing a your small marketing budget. Since anyone can set up a social media account, it can be tempting to jump in right away without getting to know… Read more »
Your customers keep you alive as a business, whether you’re B2C or B2B, non-profit or for-profit, industrial or high-tech. So it only makes sense to think of your service team (a.k.a, customer success) as a key function that impacts your entire business. Your service team sits closest to the successes, use cases, pain-points, and desires… Read more »
Ask any Desk.com customer what they love best about our customer support tool, and chances are they’ll say Macros. These customizable shortcuts perform a series of actions with just one click. With Macros, you can set a case status, label it, assign that case to a group, and even add in some customized text –… Read more »
The holidays are supposed to be a happy time, but for many shoppers they can be a big downer. Crowded stores, traffic jams, and long lines at checkout. A recent survey sponsored by Desk.com showed that expectations have grown so low that 42% of Americans now assume that customer service will take a nosedive over… Read more »
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