Customer Service Blog
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Understanding the Psychology of Reciprocity in Business
Tue, 29 Sep 2015, in Psychology
photo credit Eric KilbyFor someone who coined and promoted sociobiology, E. O. Wilson certainly understands how we developed complex evolutionary mechanics to guide our decision-making process.
To play the game the human way requires a complicated mix of closely calibrated altruism, cooperation, competition, domination, reciprocity, defection and deceit. – E.O.Wilson…
Tags: psychology
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Facebook Doesn’t Need a Dislike Button, but Your Business Does
Fri, 25 Sep 2015, in Communities, Helprace
photo credit Ze'ev BarkanFacebook has been making rounds in the news due to its decision to unveil a “dislike” button.
In his Q-and-A, Zuckerberg was clear as to why the dislike feature was being put off for so long. He stressed that it’s something that would be bad for Facebook and society at large. He literally said that disliking content is “not something that is good for the world”. In other words, Facebook wants to make it clear we’re all better off if we avoid expressing negative sentiments…
Tags: dislike button, facebook, helprace community, helprace votes, helprace voting
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How Speed Kills in Customer Service
Thu, 17 Sep 2015, in Customer Service
photo credit Gabriela PintoIn pursuit the unattainable, many companies are frantically pushing their limit in delivering faster service.
We correlate faster service with happier customers – and ultimately more of them.
As customers, we are embracing speed because the accessibility and quality of information available to us is on the increase. Since speed is easy to measure and manage, shouldn’t companies that offer the fastest service win out?..
Tags: customer service
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Why Fire Bad Customers and How to Do it Right
Tue, 15 Sep 2015, in Customers
original photo credit Chris Walters“It’s always great to keep your options open” so the saying goes. Funny enough, this advice only goes so far. But how do you know when to stop?
It was something that Dr. Dan Ariely, a professor of behavioral economics at Massachusetts Institute of Technology wanted to get to the bottom of. His experiment explored how attached we are to…
Tags: customers
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Treat Feedback Like a Mirror for Your Business
Wed, 26 Aug 2015, in Customer Service
We’ve been preoccupied with our image since we learned of our reflections in streams and pools of water. As humanity evolved, we’ve learned to polish reflective materials all the way until glass was invented during the middle ages. The rest, as they say – is history.
Avoiding mirrors for any length of time would be an impossible task for most of us. I’m not talking about…
Tags: customer service
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Support in Your Language: Translation Tools for Helprace
Thu, 16 Jul 2015, in Releases
By far our most popular feature request so far has been to offer Helprace in different languages. Since the idea was tossed around a few months ago, we've been overwhelmed by the response rate and pleasantly surprised to see so many languages being suggested.
But wait – we've got two more reasons to be happy…
Tags: release
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Introducing Helprace Apps: Mold Support to Your Business
Fri, 29 May 2015, in Releases
As if you didn’t already know, we pride ourselves on being able to offer a support solution via the help desk, knowledge base and community components. Yet some of our customers expressed difficulties in making the most out of Helprace. More specifically, they were frustrated by the inability to turn off the support channels and feedback options they weren’t using. We admit that we were a bit clunky on that front.
Until now.
We’re happy to announce a huge improvement to Helprace…
Tags: release
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Make Support Faster and More Productive with Macros
Mon, 2 Feb 2015, in Releases
Are you getting the same kind of questions from your customers time and time again? If you have a thriving business with growing support, you’re probably noticing that nothing slows your agents more than answering the same tickets over and over again. We listened to your ideas in our support portal and as always, want to make sure you’re getting the most out of Helprace.
We know that support begins with…
Tags: release
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Top 10 Things not to Say to Angry Customers
Thu, 26 Jun 2014, in Customer Service
When customers are angry, they require extra care, attention and understanding. Teach your customer service reps to place themselves in a position of spending their hard-earned money for a product that failed to meet their expectations. Handling a difficult customer isn’t about saying the “right” thing – rather, it’s about not saying the “wrong” thing at the most tempting moment…
Tags: customer service
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A $180 Million Customer Service Mistake
Fri, 20 Jun 2014, in Business
photo credit 29233640@N07The United Airlines story
In the good old days, a bad customer service experience wouldn’t go past your circle of family and friends. No matter how loud you yelled, only a dozen or so people would notice you. What if your words could be heard by 10 million people and cost the company $180 million in losses on the stock market?..
Tags: business
