Customer service and marketing are often seen as completely different processes by most companies. Strategies for each of the process are planned independently; employees of these departments take separate trainings and sometimes work in different buildings or even countries. Indeed, differences are obvious – marketing is about getting new clients while customer service is about making them happy. But if we look closely these processes often overlap, coincide and interchange. Let’s explore how customer service and marketing can intensify and strengthen each other.
Continue readingAuthor: Elena Romanenko
Top 10 Customer Service KPIs: How to Evaluate Your Live Chat Team Performance
Customer service representatives play a key role in business growth and promotion – by supporting customers they build trust and improve brand awareness, reduce the number of complaints and facilitate your marketing efforts. More than that, they often are the only contact a customer has with a company. If your business is in need of creating or growing a customer service team, there should be a process of evaluating its performance to make the team successful.
Continue readingHow to Get the Most out of Google Analytics and Live Chat Integration
Success of business promotion is based on planning, measurement, evaluation and improvement. To be effective on every of these stages a marketing department should know the objectives of the business and how to apply them into analytical tools. Live chat software often plays a key role in converting a visitor to a consumer. Customer service departments put much effort to succeed via the live chat. If you invest into a powerful live chat solution, make sure to plan, measure, evaluate and improve its performance to help your customer service team to be even more effective.
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