“The customer is always right.” If you’ve ever worked a day in the service industry, you’ve seen this slogan plastered on a break room wall. The idea was coined by a turn-of-the-century retailer, and it’s so common that many businesses make it a mandate for their customer service teams. But, like any principle, “the customer is always right” shouldn’t be taken literally.
The way customers expect to interact with businesses has changed. Service has moved from customers calling at the first sign of trouble to wanting to communicate with businesses on more convenient digital channels they’re already using in their personal lives—email, live chat, and messaging apps like WhatsApp and Facebook Messenger. Customers also expect support to be available 24/7 via self-service and AI solutions such as chatbots.
Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business.
The benefits of optimized Customer Service Management are becoming more widely understood every day. Of course, within any given organization, not everyone will recognize the value at the same time—in which case you may be interested in some communications tips we've seen from our clients.
We’re a society of texters: 8.5 billion text messages1 are sent in the United States every day. On a personal level, it’s about 26 sms messages, per person, per day. With that much volume, if your business does not have an SMS customer service strategy – powered by SMS chatbots – it’s obvious that opportunity is passing you by. Even as texting is an inherent part of our daily lives, companies have historically shied away from providing customer support via text.
When you have access to the best customer service software, you can enhance the overall customer experience and deliver greater levels of customer satisfaction. Customer service software can help to bridge the gap between customer expectations and your existing workflow. If you’re committed to delivering incredible experiences, you must invest in the right tools. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company.
What is brand evangelism? Brand evangelism looks like customers standing in line for hours to buy an iPhone (even when they have a perfectly good one from last year). It’s people talking and posting about their Apple products, Lululemon pants, or Patagonia outdoor gear as aspects of their personalities and identities—the way some people talk about their favorite team or musical group.
