How well is your company doing at providing exceptional customer service? Sometimes, the only way for c-level officers to answer this question is to get intricately involved in the customer support process. Customers today are resourceful. It is easy to Google names of c-level officers. … [Read more...]
Millennials Prefer Live Chat Over Phone & Email
A new study shows that millennials prefer live chat over phone and email interactions. According to a report discussed by professionaljeweler.com, 28.9% of consumers prefer to interact with retailers through online chat (25.85%) or messaging apps (3.1%) while deciding on whether or not to make a … [Read more...]
Three Ways to Delight Your Customers
These days, you need to use several customer service techniques to ensure the delight of your customers. When a brand focuses on providing exceptional customer service and support, it can serve as an extremely valuable way to interactively inform online visitors and delight current customers. … [Read more...]
Use Social Media to Improve Customer Relations
If you use social media well, it can boost sales, promote your brand, and build long-lasting relationships with your customers. If it isn't done well, the opposite could be true: sales will lag, few will be aware of your brand, and you will have little if any customer loyalty. Here are some tips … [Read more...]
Does Your Customer Service Match Lego’s?
Most of the time, it is better to give a customer more than what he or she asks for. Especially if it benefits an entire family. If you grew up playing with Legos, you know that pieces get lost. Lego's customer service team apparently understands what it's like to be a kid who loves building things … [Read more...]
Twitter Makes Big Changes for Its Followers
Just last week, Twitter announced its improved features for followers. Twitter has a new feature. It enables businesses to tell their followers and other app users the times when they are most active. Cool, right? This means that businesses can now display their hours of availability on their … [Read more...]
Why Focus on Your Agents’ Average Handle Time?
Average Handle Time (AHT) has become a metric that drives quality and efficiency and improves your customer and agent experience. An important KPI (Key Performance Indicator) for judging your customer support staff is their Average Handle Time. It is a popular metric whether they are phone, email … [Read more...]
How Are You Losing Your Customers?
According to my friend Charlie over at newsminer.com, there are several reasons why you may be losing your customers. Some of them die or move to a different area or country. Others leave because of a competitor's price or their high level of customer service. More will leave because they are … [Read more...]
Use Live Chat Options Everywhere!
Live chat is a powerful sales tool. But don't confine it to your web page. Giving your site visitors the option to chat with a sales representative is a key driver in increasing revenues. If you don’t yet have Rhino Support set up on your business website, then you’re missing out on major impact … [Read more...]
Customer Service or Help Desk. Which Software Do I Need?
You know you need some software to help your business thrive, but do you need customer service or help desk software? These terms are sometimes used interchangeably and businesses in each group often have common characteristics. Choosing the right software depends on what you need it to do. Here … [Read more...]