customer service Archives | Provide Support

June 30, 2023 Olga

Why successful customer service strategy is important [Infographic]

According to Zendesk, 81% of consumers say that they would likely make another purchase after a positive experience. Thus, successful customer service strategy should be the highest priority for many businesses today. No matter whether you sell goods or provide services, you need to meet your customers’ expectations on every step of their journey. The very first interaction with your company starts from the search engine where users type their search query to find whatever they need. Hence you should make sure your business is listed and a meta description is clear. Then your potential customers come to your website, where you need to put your best foot forward to make positive impression.

September 11, 2020 Olga

Live Chat Features that Enhance Agents’ Performance

Businesses have been successfully using live chat software for their customer service needs for more that 10 years. During this time we have seen the sky-rocket evolution of this tool. More and more vendors started appearing on the market offering various improvements and enhancements. However, not all features which live chat software providers offer are useful and really helpful during customer service workflow. Some of them just sound good but do nothing helpful. In this blog post we will tell you about live chat features that are really helpful for customer service agents, facilitate their workflow and help improve customer service experience.

May 21, 2020 Olga

5 Reasons Why Customer Service Reporting is Important

The success of your customer service team depends on customer service reporting and other important metrics which help get direct feedback and successfully manage your team. Today reporting became integral part of any business. We require reports not only in customer service field but also in other areas of business workflow. Detailed statistics data allows us get a direct feedback right away without collecting information from consumers and analyzing questionnaires. In this blog post I would like to tell about 5 reasons why your customer service team needs reporting and how to use available data to improve employees’ performance and customer service quality.

December 6, 2018 Maria Lebed

How Not to Lose Customers in the Busy Holiday Season

Holidays provide a great opportunity for companies not only to sell more to repeat clients but also to acquire new customers. Together with a great opportunity to gain, comes a big chance to lose customers in the holiday season if you offer them bad customer service. Customer service is almost always the first impression a customer will have with your company, so it is important to handle it the right way and not scare your customers away. The survey says that 60% of consumers would be “unlikely or very unlikely” to give repeat business to a company that had given them bad service in the past. And repeat customers that continue to support your brand over time will spend 67% more than new customers. So it is well worth it to give your time and attention to managing the busy customer flow well in the holiday season. 

April 3, 2018 Guestposting

Three Questions Every Customer Service Manager Should Be Asking Everyday

What’s the most important thing a business needs to do to improve relationships with their customers and keep them coming back for more? The answer is pretty obvious, and yet so often overlooked: providing a delightful customer service. No matter how good your product may be, or how competent your customer service team is, the only thing that matters is how your customers feel about your company. And the key to providing an exceptional customer service lies directly in the ability of your team to deliver a positive experience. If you are a customer service manager, you are probably aware that it’s your team that is the face of your company, and your customers’ experiences will be driven by the skill and quality of the support they receive. As a customer service manager, it’s your ability to drive both customer satisfaction, and employee engagement, that defines your own success. Happy agents are more likely to go above and beyond while servicing your customers. And customers who feel they are cared for, are the ones that will return. The bottom-line is that you can’t have delighted customers with disengaged, or even disgruntled employees. That’s where you need to start.

March 7, 2018 Guestposting

A Comprehensive Guide to Writing Personal Customer Service Emails

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 as 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.

March 1, 2018 Mary Shulzhenko

12 Positive Phrases and Empathy Statements for Customer Service (Infographic)

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 live chat and phone 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.

February 20, 2018 Guestposting

Customer Self-Service and Its Value in the Digital Age

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.

February 8, 2018 Mary Shulzhenko

AI Chatbots Vs. Human Powered Live Chat: Which is Winning the Customer Service Game?

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.

January 30, 2018 Olga

8 Ways to Say No to Customers with Examples

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.