Today we are really excited to share with you that we have been working on a new service that will help our customers achieve even greater customer support results.
Quick responses to customer’s inquiries are always quite useful in achieving hundred percent customer’s satisfaction, in fact, they appreciate it. Consequently, they tend to become such a company’s perpetual customer.
The understanding of the two concepts of customer service which are Business-to-Business (B2B) and Business-to-Consumer (B2C) is useful in comparing the relative differences between the two concepts.
You may have heard the term (or said it yourself) – optimal support experience. Optimal support experience is what many companies aim for, and it’s a great goal but not always easily achievable. The one and only way to get there is by making both customers and employees happy.
Ah, high customer retention, the dream of every company ever. Everyone wants them and everyone is also aware of the importance of loyal customers, but more often than not, those same customers are taken for granted and are never granted any kind of special treatment. And if someone deserves special treatment it’s a loyal customer.
Customer service agents are the unknown heroes of every company. Vigilantes from the shadows who silently do their daily job of saving the company from angry, frustrated, and disappointed customers.
No, the title is not lying to you. You can actually increase efficiency while at the same time improving the rate of customer satisfaction and all that with fewer expenses. The formula is simple. Solve the problem on the first try. First call resolution a.k.a. FCR is a metric we use to measure the rate of success of our agents on their first interaction with the customer. Research has shown that increase in FCR equals the improvement in customer satisfaction. Bottom line is that with higher FCR we’ll get happier customers and save a lot of resources.
What we say is important but how we say is what makes the difference. Same goes for writing. Styling and appearance are of utmost importance when communicating with customers. Writing just for the sake of it won’t have an impact and your words will, unfortunately, go to waste.
To help you prevent this, we’ve prepared a simple guide that will support you in making sure everything you write is perfectly clear before you press the send button.
The irony of writing – words kill the idea. Too many words, to be precise. Communication through text is something we use every day whether it’s a simple chat, email, article or announcement. You may not have noticed it, but all the tools we use on a daily basis are meaningless without the written content.