Imagine this: meeting a new acquaintance who raves about meeting you, but never follows up on making plans, and forgets your name when they bump into you. Now imagine another new acquaintance, this time who remembers your name, is still in contact with you months later, and sends you interesting resources that make your life better. Who would you prefer?
If you’ve worked in customer experience for long, you probably know that change is the only constant in retail. And that’s what keeps our job exciting, right? As customer preferences continually evolve, it’s our responsibility to continue raising the bar and meet their heightened expectations. But surprisingly, most UK retailers aren’t doing that.
Data mining, unfortunately, has a very scary reputation. For example, social media companies have been able to use people’s social media activity to predict “political preference, personality score, gender, sexual orientation, religion, age, intelligence, along with things like how much you trust the people you know, and how strong those relationships are.”
Some customers just want to be left alone. For them, never having to talk to the company or have any form of interaction with them, is the best possible experience. Forcing these customers to engage, is the very opposite of providing a good experience. Yet, companies have to keep working towards increasing customer engagement. So how do customer experience and customer engagement fit together? Are they the same thing? Turns out, they aren’t – but they do work together in perfect harmony.
As a support professional, writing is core to the job. For many organizations, it’s the only way we communicate and connect with our users on a 1-on-1 basis.
India is known for a lot of things. You don’t need to have been to conjure up the sounds of the hustle and bustle, the smell of the food markets, the colours. Our unique culture and traditions have shaped the country into the global powerhouse that it is today. They inspire us to do and be better. By tapping into the world’s largest democracy, I believe we can change the world with something we call ‘Indian Democratic Design’.
Whether it’s answering a ticket, responding to live chats, picking up the phone, writing a knowledge base article, or telling customers about a new feature… communicating is what support teams do. We live and breath communication, and the stronger we communicate, the better we do our job. A big part of communication in customer support is knowing when and how to follow-up with customers.
This round-up of Marketplace apps features apps that in addition to making your work-life simpler also help in garnering customer loyalty and retention in equal measure. There’s an app that can blast thousands of text messages to your customers and help you earn their loyalty for life through your quick responses. There’s also a chatbot building app that redefines AI and helps in gathering customer data with hardly any human intervention.
Customers today are more demanding than ever. They are more inclined to share their dissatisfaction with others in the form of reviews on social media platforms. 39% of consumers actively provide feedback to organizations online while 31% make pre-sales enquiries. This can have a far-reaching impact on a business.
In 2019, customer support is no longer about simply monitoring and responding to messages from your customers through channels you choose. Even if those channels are Twitter, Facebook, and live chat, it’s no longer enough. More and more people are turning to social media to complain and ask for solutions, outside of direct messages to the actual companies.
