Customer feedback is fundamental to developing products that solve real world problems and build a successful business. The products teams develop are meant for customers, and their opinions and complaints can help refine the product and push it to add more value. As your products reach a larger audience, you can expect feedback to grow …
Sometimes, even the best minds in your team need help to determine what is working and what is not for your app or website. Only a customer, through their feedback, can help improve your product or service and grow your business. If the customer is king, their feedback is worth its weight in gold. While …
There are tons of different metrics out there that allow performance tracking of your support team. These metrics help you drill down into the nitty-gritty aspects of the work done for the overall business and its impact on customer experience. Let us explore these metrics in detail to identify the ones which would be more …
Customer service quality metrics that actually matter Read More »
Companies that are better at customer support, are also the ones leading the customer retention chart. They don’t just have great customer support team members – they also enable these high performers with tools that enhance their productivity. In an era where 95% of customers share bad experiences, a single negative review can result in …
In today’s highly competitive and fragmented business environment, winning over and retaining customers is paramount. Almost all business strategies for customer-facing brands are built around the customer and ensuring their engagement, satisfaction, and delight. These terms are often used interchangeably but are diverse and define the different stages of the customer experience journey. Customer satisfaction …
Great customer experiences do not happen by chance. They require planning and mindful delivery. And there’s no single approach that can address all the needs of this customer experience. Organizations that delight customers on a regular basis have a nearly 80% advantage over customer experience laggards. The different experiences that customers get with an organization …
Winning Strategies to Impress and Delight Customers Read More »
Knowledge base is one of the many touch points your team is going to have with customers. It is one of those self-service tools you can offer to customers & help them find answers on their own. A recent survey by Zendesk shows importance of a bespoke and useful knowledge base. Up to 91% of customers interviewed …
Technology & software products continue to improve relentlessly. Inevitably demand for well-written technical documentation will continue to increase. Technical documentation bridges the gap between developers of a product and the end users. This writing involves taking complex information and breaking it down into a clear and easy to digest document.These technical pieces can come in …
When it comes to solving customer issues, empathy and understanding can make or break an interaction. By the time a customer reaches out for help, they may have been struggling with an issue for hours, days, or even weeks. So it’s important to meet their frustration with a calm, can-do attitude, and be ready to …
75 Support Phrases for a Delightful Customer Experience Read More »
Support teams carry a heavy load every day. They must provide information and help to customers who reach out with questions about the company’s products and services. All this, while helping with genuine issues as they arise. If there is unbearable support work coming through, usual reaction of the management is to try & hire …
Reducing Support Team’s Load Through Self Service Read More »
