As consumers’ preferred channel for solving simple queries, self-service can play a huge role in helping businesses scale in a customer-centric way. Take it from Freshly. Founded in 2015, the meal delivery subscription service brings nutrient-rich, chef-cooked meals right to customers’ doors, eliminating the confusion around (or lack of interest in) recipes or evening grocery store runs.
The way brands engage with customers in today’s interconnected world is constantly changing. Tied to this constant change is the evolution of customer experience. Over the years, the industry has become better at understanding and implementing measures to enhance customer experience. But there is still a lot more to be done.
Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. It’s crucial for the longevity of any company. Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers.
Customer relations is one of the most important and difficult to maintain aspects of running a successful business. It’s through attentive, efficient, and friendly relationships with customers that you will be able to bring in new clients, retain existing customers, and receive referrals from those who love your product and trust in your business. But those positive relationships do not develop overnight.
Language is the currency of support. It allows us to produce results when talking to customers over the phone, via chat or over email. But, just as it can allow us to repair bridges that are broken, it can crumble them down, if used improperly. There is no quicker way to lose a customer’s trust than giving them the wrong information or speaking to them in a way that makes them feel disrespected or like you don’t care.
We released Zulip Server 2.0.3 today. This is a bug fix release, containing a few dozen cherry-picked changes since Zulip 2.0.2.
Sometimes even the most experienced agents will face a customer service issue so complex that it leaves them stumped. That’s understandable—after all, as the technology driving many products and services becomes increasingly complicated, the need for guidance from experts on other teams has become commonplace.
After the security incident at Matrix.org, we have decided to publish a new Riot.im Android app on the Google Play Store out of an abundance of caution. The fresh app is still called Riot.im but internally it has a different application identifier (im.vector.app). Because of this new id, the new app appears in Google Play as a completely different application. This also prevents an automatic update from the old to the new application.
One of the most frustrating experiences is to finally win a customer, only for them to stop using your service after a few weeks or months. You spent all that time and money trying to win them over, and the result suddenly vanishes. While there are plenty of reasons for this, one of the biggest is your customer onboarding. If your new converts don’t know what to do or how to use your product or service, then they’re not likely to stick around.
From email to helpdesk, businesses come a long way. As your business expands, so do the needs of your customers—you have to expand your support to social media, you need to be mindful of all the small changes you make to your automation rules, strengthen security, etc. When you’re using a system that works well for small businesses but isn’t designed for scale, it might fail to perform when faced with heavy data.
