The day in the life of a customer support agent is not an easy one. Between staying on top of assigned tickets, dealing with angry customers, completing complicated back-end processes, answering repetitive customer inquiries, and adhering to strict company policies, there’s plenty of potential headaches that can spring up. Without adequate support and resources, 74% of customer support agents are susceptible to burnout1.
Did you know that retaining a customer is five times cheaper than acquiring a new one? Customer satisfaction is extremely vital to business success. Your business strategy for the year 2021 probably includes generating more leads, but it should also include retaining your current customers. According to the World Bank, the 2020 recession has been one of the worst since the Great Depression, which was a decade-long economic slowdown.
Have you ever thought about the security and privacy of the messaging services you use (email, Whatsapp, Facebook, etc.)? EU-Startups' Bernardo Arnaud spoke with Morten Brøgger, CEO of Wire, about the rising demand for secure collaboration, especially in the enterprise client segment. The following is an edited exerpt of their conversation.
Do you have customers that contact you during out of hours and although your team immediately responds once they clock in, your first response times and resolution times are simply inaccurate and your customers are dissatisfied? Or, do you offer multiple levels of support but you can't effectively track or bill for the additional service? Well, now you can.
When we introduced Miro Live Embed, we wanted to empower any partner to bring Miro’s collaborative whiteboard to their product with minimal development effort and no cost. Our goal is to make it as easy as possible for anyone to have access to a powerful visual collaboration experience, whenever and wherever they need it. Today we’re excited to share some of our newest partnerships and the flexible ways these partners are offering an embedded Miro experience within their products.
Over the last few years, Twitch has become the streaming platform for gaming, esports, live coding, DJ-ing, and more. If you’re a streamer, whether for work or for fun, you know that one of the biggest challenges is building your audience and attracting viewers to your Twitch channel when you go live. Unfortunately, the options for sending notifications in Twitch are pretty limited. When you go live, Twitch will automatically send your followers an email, push, or in-app notification.
Customer support drives long-term relationships that can be the primary source of profit for your business. However, a customer support process that is slow or does not make itself as accessible as it needs to be can drive customers away. As such, we're going to look at 15 ways to streamline and improve the whole process. The farther that the customer has to go to get the support that they need, the more expensive it becomes for you, and the slower your response will become.
The goal of management is always to ensure productivity and the fulfillment of preset objectives. But having so many employees working remotely because of current global circumstances or corporate policies makes performance management challenging. Here we have keys to managing individual performance remotely. None of these keys involve cracking a whip for getting the level of performance you want.
