How many of us have cracked our knuckles, put on our pith helmets, and tried to fight our way through the jungle of conflicting information on a website? How many bicycles or bookcases have we tried to build without adequate instructions? And how many times has a simple question entered into that seductive Search box led us to outdated or otherwise useless answers rather than the help we need?
Hank Brigman has many years of experience sharing methodologies, tips and best practices on customer service. This articles is one of several he will contribute to the Expert Corner series on the Desk.com blog. We asked employees at a financial services division of a Fortune Five conglomerate for their customer-service best practices. Many of them focused on how quickly they returned customer calls…. Read more »
“Our team had to be able to share a view of all our service and support interactions. One example of this is insurance verifications. When one agent takes down a customer’s insurance information, it’s important that a record of that is available for all the agents. The last thing a customer wants to do is repeat the same information over again to another representative. It’s just not the service we want to give.”
“With Desk.com, the customer’s vital information is available to everyone, in real-time–and Desk locks any case that’s being used by an agent, so we don’t worry about confusion. This feature is great when everyone is in the same office, but it’s invaluable when your workforce is spread out over multiple sites.”
Editor’s note: Here at Desk.com HQ we had the pleasure of being swept up in the energy of the Giant’s winning season. Not only are we in the same town, but our office is a few minutes from the ballpark and it is at the foot of the winner’s parade. As you can imagine, there… Read more »
How many times a day do you get the same type of request from your customers? How many emails about forgotten passwords, or how to return a purchase? (Through the magic of prediction, I see hands going up…) Macros are shortcuts you can use to perform a series of actions in one click (e.g., 1. setting a status, 2. appending a label, and 3. assigning a case to a group). Macros can even contain frequently-used text you write in advance or a custom signature for quicker replies. Using Macros, you’ll be processing the cases in your queue faster than ever before, and delivering quality customer service.
In today’s highly dynamic and competitive economy businesses just can’t afford to disappoint a customer with an impersonalized email response to his question or an automatic message. If you want to turn every prospect into an active client, or to increase the loyalty of your existing customers, you need to put major efforts into customer care. In this post, I’ll observe ways of maximizing the efficiency of your customer support, based on my experience – most recently of which is managing the Customer Success team in a fast-moving software company.
John Tschohl is a recognized customer service expert drawing from years of experience sharing methodologies, tips and best practices. This is one in a series of articles from John that we will feature in the Expert Corner on the Desk.com blog. How to turn customer problems into a continuous improvement effort. A quality service system can deliver… Read more »
Everything was going smoothly at the call center. Agents were on top of customer issues, customer cases were being resolved, nothing had fallen through the cracks. But then out of nowhere, bad things started happening. Unhappy customers. Missing customer cases. Glitches in promo codes. No way this was a result of bad customer service….or was it?
Often, the most important thing in the customer support process can be the simplest – letting the customer know you’re listening. Using the right business rules, Desk.com can accomplish a lot of work on your behalf, helping you to provide more effective and efficient service to your customers. One of the most powerful ways to… Read more »
Empathy is an essential component of caring about your customers, your employees, and your company, and its absence signals larger problems in organizational culture. Empathy can’t be plastered on like a fake smile, but it can be cultivated from within. We’d love to hear about the role of empathy and how you maintain it in your dealings with your customers!