Today’s customers have a lot of power — and their voices are amplified exponentially on Facebook, Twitter, LinkedIn, and other social channels. Not only do they research and interact with brands online, but they’re vocal about sharing their opinions. Most companies recognize the need to make social a part of their customer service strategy, and… Read more »
It’s that time again. The holidays are upon us and millions of consumers are taking to stores and online retailers to get their shopping done. If you’re able to capture the attention of these holiday shoppers, it could easily make or break your year if you’re a small business. A major way to attract these… Read more »
As we start preparing for the holiday rush, we wanted to step back and congratulate the companies who are doing customer service really, really well. We thought it would be cool to look around the country and see which companies each state thinks are especially fast and friendly whenever they need help. You can deliver… Read more »
How does an SMB with limited resources, time, and money compete against the big fish? You need to engage the blowfish effect. If you haven’t heard of the blowfish effect, it’s the act of making your small business appear larger than it really is so you look like the big fish in the pond. Awesome… Read more »
The proliferation of social media and mobile devices have completely changed how customers interact with a company. Today’s customers expect the best customer service and they want it from the channels they choose. The first experience your customer has with your company is critical. It can determine whether they will become a life-long customer or… Read more »
Fact: The importance of the customer experience has risen. If you’re like most fast-growing companies, the odds are good if you’re already prioritizing customer interactions and satisfaction. According to Forrester Research, 43% of organizations report a correlation between improved Agent experience and better customer satisfaction outcomes. However, many companies face challenges when it comes to… Read more »
The pain point many people experience with customer service is having to wait for a response from a support agent from any company. Even if it’s 30 minutes, it’s still time customers can’t use a product or service the way it’s meant to be used. That’s why self-service support, such as a customer portal or… Read more »
Customer Service Myth: Fewer calls means better service, better experience and lower costs, while more calls means more cost and lower profits. Reality: Fewer calls means fewer problems, but it also means that customers have stopped complaining because the expect a poor customer experience. If so, fewer calls can mean lower revenue as well as lower… Read more »
Today’s customers are bypassing the telephone, the contact form, and even email in favor of more immediate channels of communication. The volume and speed of communication has quickened at breakneck pace, and customers expect questions and comments to be answered and acknowledged quickly. Happy customers drive tangible benefits to the bottom line. It all starts… Read more »
Choosing your company’s customer service software can be a daunting task. With so many support solutions in the market, how do you find the perfect system? Are the features you think you need from customer service software the same as what other companies need? Last week on the Desk.com blog, Software Advice shared some intriguing… Read more »
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