While applying for a Customer Service Representative position, it is important for aspiring customer service reps to write a professional cover letter for any hiring manager to understand why they are a perfect fit for the role. If you wish to apply for a customer service job, here’s a quick 5-step guide for you.
Creating an experience in the SaaS space is immensely important when you’re looking to delight your customers, every step of their journey with you. Freshworks strives to do exactly that. We take a fresh approach to how businesses discover, engage with, and realize value from software throughout their journey. Over the past few years, prospective/existing users have used G2’s growing community of trusted reviewers to make intelligent software buying decisions for their business.
We’ve all heard the saying “a good product sells itself.” If only that were universally true. People might line up for the release of the newest iPhone, but it’s not only because of the product itself. It’s also because Apple has spent decades building impeccable brand credibility, a unique customer experience, and fantastic customer support. The phone is a perk of a fantastic sales experience.
Imagine you recently moved to a new city and want to find a yoga studio. You see a flyer on your office’s bulletin board promoting a studio that just opened a few blocks away. You show up for a session, only to learn that taking a single class requires a hefty membership fee. Feeling deflated, you walk out the door. Just because a consumer enters your store or website doesn’t mean you’ve secured their business.
Consumers aren’t always willing to make a purchase on a whim. It can take days, weeks, or even months of careful thought before they commit to buying. And if you wait to interact with them until the end of their decision-making process, you’re missing out on profitable sales opportunities. That’s where the buyer’s journey comes in.
According to Statista, 88% of customers expect companies to offer an online self-service portal. Creating a great knowledge base article is the first step to promoting self-service. But how do you create a great knowledge base article? How do you choose which questions need to be answered in your knowledge base? And how do you measure if your knowledge base is successfully helping customers get quick answers, while unburdening your support team?
When you really think about it, launching a new product is terrifying. You’re taking what you believe is a unique selling proposition and telling the entire world about it in hopes that people will give you money for your idea. It’s bold entrepreneurship whether you’re a huge company or a tiny startup—and it’s scary. With fear, anticipation, and deadlines running you ragged, product launches can spiral downhill faster than you can say your elevator pitch.
If you’re wondering how to say no to a customer without causing a stir, you’re not alone. Saying no is a lot more fraught than it used to be. In the past, when you couldn’t meet a customer’s demands, you might face anger or irritation and feel stressed out. Facing verbally or physically abusive customers was rare. Things have changed.
When you are writing emails day in and day out to customers, it’s only natural for some support emails to miss the mark. Maybe you sent the wrong link to someone or addressed someone by the wrong name. Tiny errors like this could lead to a poor customer experience. However, you can fix these issues with a simple support email checklist. After all, writing a good email depends a lot on getting the basics right.
When you want to find out how your customers feel about your brand, metrics such as customer satisfaction score, customer effort score, and net promoter score are indicators that always come to mind. But, have you considered measuring customer value? Customer value is a metric that holds the answer to understanding the value your customers derive from your business and, therefore, their likelihood of being your long-term customer.
