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Customers expect support for products they buy. Besides that simple fact, nothing is obvious or given about customer service. In Support we cover the best ways to improve the customer experience and make sure your customers come back for more.
An angry customer is a business nightmare, right? Wrong. An angry customer is a business opportunity. If you handle your complaints process right, you can transform an angry customer into a brand advocate and a high-value return customer. Marketing professors Michael McCullough... read more
Forming a strategy for your Twitter is a must but it’s only the beginning. The next big things are creating an engaging content and nurturing relationships on Twitter with your customers. Luckily you can build relationships through smart, well–planned messaging. To do that you... read more
I’m sure you remember at least one really, really bad story of a customer having a problem and the customer service failing to solve it. The most famous one is the story of Ryan Block who tried to cancel his service with Comcast and the representative did his best not to let him... read more
When you want to help customers on your website, there are basically two ways you can go about it. On one hand, you can sit tight and respond to any questions customers ask, either via phone, chat or email. This is reactive customer service. On the other, you can show initiative... read more
No matter how extraordinary a service you provide, somewhere along the way you will meet difficult customers. We know something about it. Difficult customers are as inevitable as cold and rainy autumn after a nice and warm summer. You just have to deal with it, best by preparing... read more
Poor customer experience is more expensive than we think. 78% of consumers won’t make a purchase in your store if they’ve had a bad experience in the past. And, as you can expect, it’s not easy to compensate these customers for it. They will usually need 12 positive experiences... read more
The way companies and customers interact with each other gets more and more interesting each year. The times when you could contact a company on a single channel only are long gone. Now, a customer contacting a company can pick any channel and expect the same level of service... read more
When we want to improve, we look for good examples. And if you want to improve your customer service, it’s hard to find a better example than Buffer. Want to learn from the best? See what they do, how they do it and what makes Buffer customer service so darn good. Connect with... read more
I don’t think I would be wrong by saying that we all want to get better at customer service. After all, we should all strive for the best customer satisfaction. This quick read will get you closer to the customers’ mindset. It will help you understand their way of thinking, so... read more
We often get asked through our chat if we charge anything for weekend support. It’s always really strange, because it’s business as usual for us. Our team is prepared to handle enquiries 24/7/365 for every customer. We get asked this often because customers are used to having to... read more
You can upgrade your good customer service to great by speeding up your support. After all, fast communication is one of the most important customer service skills. It’s all about scale. Once you get everything right when talking to one customer, it’s time to do it with six other... read more
The ability to stay cool when situation becomes challenging requires a great degree of personal control. But, what’s most important in today’s customer service environment is not just how well a frontline rep can handle one particular challenging interaction, but how well he can... read more
The internet is a great place for people who like to be a pain in the butt. Trolls send malicious messages and leave silly comments, hoping to drive people crazy and enjoy their frustrations. Trolls want to upset your agents with the things they write and expect strong, emotional... read more
google.load("visualization", "1", {packages:["corechart"]}); google.setOnLoadCallback(drawChart); function drawChart() { var data = google.visualization.arrayToDataTable([ ["Score", "Share", { role: "style" } ], ["1", 16.7, "color: #00FF2E"], ["2", 8.3, "color: #18ed00"], ["3",... read more
We are all customers. And we all get angry with similar things, mostly with bad customer service. However, for some reason, we rarely draw any conclusion from it. If you want to improve your service, you need to draw conclusions from other companies bad service and make changes... read more
