Customer Service Blog
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It’s not the Size that Matters, It’s how You Use It!
Fri, 20 Jun 2014, in Business
photo credit ruthanddaveIf you’re a small or medium sized business, you are likely feeling the squeeze of your larger competitors. Not only are they underpricing you but they’re also trying to edge in on your customer base. Is there a way out?..
Tags: business
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What IS “Customer Satisfaction”?
Fri, 13 Jun 2014, in Business
photo credit autohistorianThere are some businesses out there that take customer satisfaction a little too seriously. We’ve all gone through this before. Like the time when my friend was taking delivery of a new car. After finalizing the deal, the service rep asked what my friend thought of their beyond stellar service. My friend nodded and smiled, indicating all was great. The salesman hinted that they take customer service seriously, but my friend thought nothing of it. The next morning…
Tags: business
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Moving On From Email Is Hard, but Necessary
Wed, 11 Jun 2014, in Email
"M" logo courtesy GoogleWithout a doubt, email has revolutionized the way we communicate with each other. Currently, email remains at the top of preferred communication methods online, with over 85% of people connected to the internet using it to share data according to an Ipsos Global Affairs poll. This is far ahead of Facebook and Twitter, which trail behind at 62%. And it doesn’t look like it’s going to change in the near future…
Tags: email
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20 Customer Service Tips from Helprace
Thu, 5 Jun 2014, in Customer Service, Helprace
The modern customer is very different from customers from 10 or even 5 years ago. With the development of web 2.0 and social networking, today’s customers can afford to be extra picky and discerning in their choices. With Google at their disposal, customers are one click away from either being turned off or intrigued enough to read more. With the average attention span of online users lasting just a few seconds…
Tags: customer service
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Rethink Customer Interaction with a Ticketing System
Mon, 2 Jun 2014, in Releases
Many of us probably think that companies take incoming customer requests, work their magic and out comes a satisfied customer. This is only partially true. As a company grows, there is no guarantee that these requests can be handled in a timely fashion without sacrificing service quality. A ticket is simply a record of conversations, keeping requests in one place and accessible by all team members. A ticket is a way for Helprace to manage your conversations without adding extra strain on your support agents and sacrificing…
Tags: release
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Why Online Customer Service Matters in 2014 and Beyond
Wed, 28 May 2014, in Customer Service
photo credit peterm7It’s estimated that 90% of all data on the internet has been generated within the last two years. As the amount of information increases, value is reduced. It’s expected that information management and organization will be at the forefront of companies looking to connect with their customers. Customers are connected and this is becoming…
Tags: customer service
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How Existing Customers Bring You New Customers: The 5 Step Process
Fri, 23 May 2014, in Customers
photo credit bfs_manHere’s a novel idea: Why spend money on marketing and PR when your customers can do it for you? When I think of a brand advocate I think of my little sister. All I have to do is think back twenty years and recall the extent of our friendship during that time. Although we had bouts of sibling rivalry, for the most part she was singing praises and supporting me publicly and privately all the same. There was no money or favors involved, it was simple…
Tags: customers
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5 Things Businesses Should Learn From the Lemonade Stand
Thu, 22 May 2014, in Customer Service
photo credit aidanmorganRunning a lemonade stand, like building a tree house is a rite of passage for many kids. While a fun activity, parents should realize that running a lemonade stand can be a great learning experience, too. Not only do kids learn a great deal about marketing, customer service and the importance of earning a dollar, selling lemonade breaks the monotony of a summer vacation!
Tags: customer service
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7 Reasons To Overhaul Your Company Knowledge
Tue, 19 Nov 2013, in Releases
photo credit pauldineenImagine there were no 'bases' baseball? Sure, the game wouldn't exist as we know it but stay with me on this one. If the function of a base were suddenly removed during a baseball match, wouldn't the players be simply disoriented and lost to their purpose on the field? It’s kind of what businesses experience when they choose not to centralize company literature, tips and user guides when working on customer service requests. If you think this sounds like a disaster that could never happen to you, think again…
Tags: release
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Don’t Miss the Next Big Step In Customer Service: Communities
Sat, 14 Sep 2013, in Releases
photo credit mrtopfOnce upon a time, an email inbox was enough to offer online customer service. All you had to do was check your email a few times a day and you could live happily ever after. Of course, good things (sometimes) come to an end, and maintaining high levels of customer service now means more than just a few clicks around your email interface. In order to keep up with the Joneses, companies must take a more proactive approach in identifying customer conversations – and involving the team in maintaining them. It all sounds so confusing. In simpler terms…
Tags: release
