The most common reason for getting in contact with a company’s Customer Support is that you’re facing a problem. Your Customer Support team regularly engages with customers in an extremely critical phase – when they are not satisfied. Your agents’ ability to turn their mood around is going to have a significant effect on your business performance.
We live in a more connected world than ever before. 90% of consumers have and use multiple devices to complete everyday tasks (including shopping) so having just a great in-store experience, or a killer website is no longer enough. In 2019, you have to provide a consistently excellent experience on all channels to win over the connected customer. However, the effort is worth it, as the rewards are great.
What is service culture, exactly? Is it a templated approach to customer service that support teams take? No, it isn’t as simple as that. Service culture is a sustainable organizational culture that bridges the void between workplace culture and customer-centricity. It encourages a collective effort from customer-facing teams across your company to inherently prioritize customers.
The goal of every customer service team is to ensure that a customer’s issues or grievances are being addressed. Whether that’s a returned item, a billing discrepancy or a software bug – the first line of defense is the agent that your customer reaches out to. But what if the issue is the support received itself?
Today’s consumers expect a prompt, seamless support and service experience across all touchpoints, every single time. This translates to frequent, but shorter customer interactions as consumers have more access points to your brand. The expectations are clear: Support agents have a growing need to manage customer queries on-the-go.
U.S. companies lose more than $62 billion annually due to poor customer service. That’s why getting customer service right should be a priority for every business, regardless of size. And in order to provide this exceptional customer service, businesses need to be data-driven, and make use of data from a variety of different sources. Data isn’t as complicated as you might think. Most modern customer service systems provide the necessary support to build a data-driven customer service team.
It’s official! We’re the fastest-growing ecosystem in the world. There are 885 apps listed on the Freshworks unified marketplace — with 575+ Freshdesk apps — compared with Zendesk’s 805 and it just took us just over three years to achieve this number compared with Zendesk’s seven. As we continue to race towards yet another milestone (of 1000 apps), here’s a quick look at some of our latest additions!
There are times when a company or its support agents can be unhappy with the helpdesk they use. The reasons for this can vary – either the UI is not user-friendly, or the helpdesk does not easily integrate with other platforms, and many more. Yet, businesses tend to stick to one helpdesk despite their shortcomings – why?
A good customer service strategy can be extremely rewarding in the age of social media. People love to publicly acknowledge when they’ve had a memorable customer service experience. On the other hand, poor customer service can make them forget all the good experiences your company has offered. Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers.
Social media is overflowing with more content than anyone can ever consume, and if you want people to pay attention to your content, you have to remember that it’s all about the engagement. Social feeds are less of a megaphone to drive traffic to your site and more about the one-on-one connections and trust that you build with your audience. To grab a customer’s attention and increase revenue from that customer, engagement is vital.
