The way our brands interact with customers has been in constant flux. It seems as if every week there’s a new trend or software or system to try. Since the dawn of technology, businesses have been taking leaps and trying new things to stay ahead of the curve. Every company wants to know that it’s […]
All business owners are aware of the dreaded customer churn. Customer churn is when customers you’ve been working with drop off and you need new ones to fill their place. This mostly affects companies that run on some type of subscription model, be it software, services, or monthly products. And it can be a doozy.
You probably had a great plan for customer service at the beginning of the year—a strategy with key performance indicators (KPIs) and thoughtful, mapped goals.
Is your customer service line absolutely exploding? During this strange time of social distancing, customers are probably reluctant to go to a store in person. If they need assistance with your product or service, they’re likely to pick up a phone. That means your customer service agents may be feeling overworked, and the customers calling […]
Customer service efforts can often feel difficult to quantify. How can you really put a number on customers’ satisfaction with your product or service? That being said, it’s almost impossible to improve on something if you aren’t sure where you currently stand. That’s why customer service analytics are essential; they help you recognize where your […]
The concept of a customer service bot is nothing new. Ever since the Internet has been around, people have been seeking ways to automate their customer service and make it easier for people to get the answers they’re looking for. From SmarterChild on AIM to Siri on your HomePod, bots have come a long way—and […]
This period will be remembered in history for its terror, economic disruption, and isolation from social life. Businesses are hurting and badly. Your customers are likely living in fear, as well. It’s a tricky time to be a marketer—you want to genuinely serve your audience, but you don’t want to come off as uncaring. You […]
Whether you want customers to spread the love about your business through the Internet or by word of mouth, your products and services should be more than satisfactory. Your offerings should be so exceptional that it makes people want to share their great experience with others. If your company doesn’t stand out from the rest, […]
Customers are more frequently looking to solve their own problems, not have you do it for them. In fact, according to a recent survey, around half of all customers would prefer customer service be conducted through messaging rather than having to call in to get help or go to a brick-and-mortar store. People want convenience: […]
You’ve got a customer on the phone. You’re helping them troubleshoot something with your product or service. They’re just getting to the part where they tell you what’s going wrong when …