Our main goal is to build a customer service team your competitors will dream of having. Recruiting the right people can be one of the most tactful ways of getting your business ahead. SupportYourCustomer will help you to hire, train, manage and monitor your live chat customer service team. We do not just create your customer service plan, we create your customer service culture. The one that makes happy customers the main priority, empowers live chat agents to deliver exceptional service and creates real customer loyalty.
A great customer service team does not only answer chat requests or manages tickets. We go further and will help you to stay above competition, attract more brand ambassadors and increase the number of your happy and loyal customers. Would you like to see us in action? Visit our blog and download our Live Chat Customer Service Etiquette Cheat Sheet White Paper.
“Customer service is not a department. It is a philosophy to be embraced by every employee – from the CEO to the most recently hired.” – Shep Hyken
For any customer-centric company any employee should understand the real importance of customer service and their role in it. Read more about 12 Tips for Successful Customer Service Training
Today customers have more power than ever. They can either make your brand famous or destroy it. 53 percent of customers expect businesses to respond to negative reviews within a week. But 63 percent say that a business has never responded to their review. This in turn creates negativity and lack of trust around the brand.
On the other side, if customers have positive experience and share it on social media, this brings businesses new customers at zero cost. Thus, even if you receive a negative review or complaint it is important to respond to it and solve the issue showing your customers that you really care. Read more about Top 5 Reasons Why you should Respond to Customer Complaints
Modern customers are the most demanding customers businesses have ever had. They know that they are kings and are aware of competition on the market of products and services. They have a wide choice and are a couple of clicks away from purchasing whatever they need. It is not easy to win loyalty of such customers as the main differentiator for them is the experience they receive and the quality of customer service. Read more about Who are Modern Customers and How to Assist Them
With spring in the air everyone wants to change something not only at home but also in life and business. It’s time of thorough cleaning and exploring new opportunities. Together with nature people wake up and start preparing to spring holidays or planning their vacation. It’s time for your business to boost. Read more about 10 Tips to Improve your Customer Service Team Performance
Various surveys and feedback from customers can really help improve your products or services as well as customer experience level. However, do you really pay attention to all details your customers provide you? Or you just collect feedback because your competitors do? In fact, a Walker study found that by the year 2020, customer experience will overtake price and product as the key brand differentiator. An ability to listen to your customers and develop really customer-centric company culture should be your main priority if you wish to stand out from competition. Read more about Are you Actually Listening to Your Customers?
Personalization together with a friendly and natural tone are key to the great live chat experience. While chatting with your customers online only your conversation tone can make the right impression and either create memorable customer experience or end the interaction on a negative note. However, not only words and phrases you use matter, your chat window should have a user friendly design and work from any device. Let us examine a couple of cases which will help to set the right live chat conversation tone. Read more about How to Set the Right Live Chat Conversation Tone
Your customers chose your brand and products. However, something gets in the way of the perfect relationship they want. According to Yotpo 51% of consumers said poor product/quality might lose their loyalty and 23% said poor customer service. At the same time 80% of consumers say they are more likely to do business with a company if it offers personalized experiences. In this blog post we will sum up what creates customer loyalty and share top reasons your customers don’t love you. Read more about The Top Reasons Your Customers Don’t Love You
Your customers are the reason why you are still in business and your main task is to provide them excellent customer service and make their experience with your brand smooth and pleasant. Experts always say that customer is the king and customer service is one of the key aspects that will affect a sale, and it’s especially true for smaller businesses. In our previous posts we have already touched this topic and today would like to talk about repeatable phrases which can enhance your personal replies and make providing great customer service easier. Here we have put together a list of phrases that will improve your live chat customer service. Read more about 10 Phrases that Help Improve Live Chat Customer Service
Dealing with angry and disappointed customers is part of any customer service workflow. Not always customers are happy and satisfied. Sometimes we have to face frustration and disappointment. What to say to angry customers and how to deal with them should know any customer support agent. This skill is must have for any person who works in customer service. In this blog post I would like to share most powerful words and phrases which will help to deal with angry customers and defuse any conflict. Read more about 10 Powerful Words and Phrases to Say to Angry Customers
Customer analytics are essential for improving customer experience across all channels. If your goal is to approach your business from a customer-centric perspective you need to know who your customers are, what they do on your website, where they experience issues ad what kind of content they expect to see. No matter how good your customer service is, you should constantly improve it. Customer analytics will give you insight into the customer experience and help to improve it based on various customer data. The following facts will explain why customer analytics really matter. Read more about 10 Facts You Should Know About Customer Analytics