Put simply, high trust is a dividend; low trust is a tax. In fact, in our increasingly low-trust world, trust has literally become the new currency of our global economy. — Stephen M.R.Covey
Digital innovation has transformed today’s business world: it has changed business environment and performance, as well as the whole landscape of customer choice. Today’s customers are more demanding, knowledgeable and selective, and the ways how they connect with brands nowadays largely define the key dimensions that shape up business relationships of the new digital era. >>>
Despite the rise of social media, live chat services and chatbots, email is still one of the most commonly used communication channels for businesses and individuals all over the world. In 2017 alone, over 269 billion emails were sent every single day.
When it comes to your business, the chances are that you communicate with your customers using this traditional method. In fact, as many as 46% of customers will choose email has their preferred method of communication.
So, as a business, what emphasis do you place on making sure that these emails are of the highest quality? Thanks to the level of connectivity that we all share, thanks to the internet, your customers now expect the very best service possible. They want to feel special. They want to feel valued. They want to feel like you care about them as individuals. >>>
Everyone working in customer service knows that words are incredibly powerful, and some of them can truly either make or break customer service experiences. In fact, according to Andrew Newberg M.D. and Mark Robert Waldman, the authors of Words Can Change Your Brain, a single negative word can trigger the release of dozens of stress-producing hormones. Using the right customer service phrases in your communication with customers makes all the difference between a bad service and a delightful one.
Empathy is the Key to Excellent Service
Empathy is the ability to “walk a mile in someone else’s shoes”. Believe it or not, customers are not expecting customer service professionals to resolve their issues 100% of the time. On the other hand, they do expect empathy from service agents every single time they contact your company’s support. Empathy statements can do so much in making customers feel that they are understood, respected, and their feelings are validated. >>>
In any interaction, allowing another person to take the initiative and choose the terms of communication tends to empower them and enhance their experience. This is the main reason why customer self-service is so popular nowadays, as well as the main reason why it adds so much to the value of your brand. Aside from this, it is quite potent as a tool of reducing your company’s overhead, providing significant time-efficiency as well as allowing your customers to solve some of their issues on their own. Here are some examples.
1. Lower overhead costs
The greatest advantage of customer self-service is probably the fact that the self-checkout devices provide a much lower overhead than actual cashiers or operators. Sure, acquiring these machines is not cheap, yet, over the course of time, they are bound to save you a small fortune. >>>
Customer service jobs require a composite mix of soft and hard skills for success. To positively interact with customers and team members we need social and emotional intelligence, and self-regulation skills. We also need lots of technical expertise, general industry and product knowledge to handle everyday customer requests effectively.
In our blog we have already published a series of articles highlighting skills for being awesome at customer service. Following those posts I would like to add up another skill crucial for service industry employees — critical thinking. This blog post also puts together some helpful techniques that foster this skill. I hope that these tips will help you grow personally and professionally, and let you progress to the next level along your career journey.
Predicting what the future of customer service will be like a few years from now there is absolutely no room for doubt that artificial intelligence is going to transform the way businesses interact and engage with customers. In fact, chatbots are already dramatically changing the way customer service is provided in various industries.
Gartner predicts that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. A survey by Oracle found that 8 out of 10 businesses have already implemented or are planning to adopt AI as a customer service solution by 2020.
According to a recent report by Grand View Research, the global chatbot market is expected to reach $1.23 billion by 2025, a compounded annual growth rate (CAGR) of 24.3%. Within the global chatbot market, approximately 45% of end users prefer chatbots as the primary mode of communication for customer service inquires. >>>
As a live chat software provider, we saw many of our clients adding direct messenger links to their websites and missing on the opportunity to see additional details about their customers and improve the quality of their customer service. Direct links to the messenger, although they allow the customers to chat with the company, don’t have the capability to pass any information from the visitor’s browser.
While we are aware that some of the live chat tools available in the market today don’t have this feature, which may be the reason some of our customers are not expecting to see this functionality, we try to encourage our clients to utilize the chat tool to its full potential and make sure that they take advantage of the benefits that real-time monitoring offers. >>>
Have you ever heard “No” as a customer? How did you feel? Were you disappointed? Sometimes it may happen that we need to say “No” to our customers or deliver negative news. In fact, this is one of the most unpleasant parts of customer service workflow. Dealing with negative news requires specific skills and self-control. It is not easy to say “No” and continue a smooth conversation.
In any customer interaction, the words you say either ruin your relationship with a customer or build it up. That is why it is important for any company to do this right across all customer service channels. So, how to say “No” without spoiling your customer service experience? Here are 8 tips to begin with. >>>
With the growth in messaging apps and automated bots, live chat is becoming the most popular customer service channel that offers huge opportunities for businesses, from support to marketing. In fact, more and more businesses are realizing today that live chat is much more than just a budget-friendly support channel. According to Kayako research, 79% of businesses say offering live chat has had a positive effect on sales, revenue, and customer loyalty.
Why Do Сonsumers Love Live Chat?
Because they want quicker service, faster resolution and greater flexibility. Live chat offers immediate support with no need to wait on hold: Zopim survey found that it takes a service agent less than a minute on average to reply and resolve an issue. But most importantly, it’s convenient. People can carry on working, shopping, eating or whatever they were doing while maintaining a chat conversation. It’s customer service that perfectly fits into their lifestyle. >>>
Acquiring new customers is important, but retaining them is more profitable. In order for a business to survive, it needs money. To make money, you need customers. More specifically, you need happy and loyal customers. If your business focuses on customer satisfaction, it is more likely to keep these customers happy and returning.
Gaining a new customer is similar to making a new friend, as it is exciting and rewarding. Just because you’ve made a new friend, you wouldn’t ignore your old friends. The same applies with customers. The long-term customers add more value in the long run, than newer/single-deal customers. So, if we can keep a larger percentage of the long-term customers happy, we end up with more profitable and predictable customers. >>>