This year’s holiday shopping season will be different due to altered consumer behavior from COVID-19. Some things though will stay the same, like the increased pressure on your customer support team.
Customer Support is the team that keeps in touch with our clients. They deal with the requests and issues that connect our customers to the business — they are the bridge. Offering excellent customer support is as important as having a robust product. To lead this effort, Preply has recently hired a new Head of Support, Jean-Pascal Gribaudi. He used to manage a support team in Booking.com.
How to make virtual assistant (conversational AI chatbot), that doesn't get users angry
Augmented Reality technology can improve customer experience, thus creating an environment of interaction between agents and clients.
How customer engagement and customer experience are related.
SupportYourApp CEO Daria on Startups, Tech Businesses, and #Noonies 2022 Nomination.
With the pandemic dying down, its consequences are still with us. People have become more mindful about their health, spending, jobs, and relationships. Consumers’ relationships with brands have also changed, and brands have to adapt their customer service and support to new customer preferences.
The key to a successful business lies in the efficient management of customers.
Another day at the service desk, the phone is ringing off the hook with calls from anxious customers, incidents are piling up, and inboxes are overflowing. You need to figure out where to start. And then, when you've managed to get settled, a walk-up arrives, asking for help with a password reset. They want to be helped, and they want help now.
Product managers are responsible not just for the technical side of the product, but of its heart and soul.
PM is not just a very important person from the C-suite. They play a crucial role in the live cycle of any product of the company and they are really supposed to wear suits, but they don’t. Product managers are responsible not just for the technical side of the product, but of its heart and soul.
When was the last time you texted someone on WhatsApp or Facebook Messenger? I bet you keep at least three WhatsApp conversations going right now. While reading this article. And doing a bunch of other things.
Take a look at any industry and it’s likely that online support is expanding. The sooner you adapt to this technological trend, the better equipped you are to sustain and grow in your industry.
List of remote desktop software for tech support and system administrators.
Collaboration and communication in the digital age have come a long way as it is not restricted to emails and messages anymore. Having a platform for the stakeholders involved in a business that enables them to communicate with each other will be a strong driving force. The flawless communication that can be switched to multiple devices without any interruption is an added convenience.
Rewards programs are centered around one unifying factor: customer satisfaction. Here is how to design your program to meet that requirement with ease.
In this article, you'll learn what to do to satisfy your customers and how to build a stable and lucrative relationship.
For almost a decade, ProPublica has been reporting on the ways TurboTax has fought efforts to make tax prep easier and less costly.
How to Manage Customer Service on a Shoestring Budget
It often happens that the number of calls to the support team exceeds the capabilities of operators. At first glance, it may seem that this is a given that must be accepted, and the only way out is to add new people to the team. But it’s not like that: it’s impossible to extend the staff indefinitely. First, try to find out if you really did your best to relieve the support team. Shall we check it out?
Internal communication and employee engagement are key when it comes to the smooth functioning of an organization and building a reputation, especially in today’s age when more and more people are opting to work remotely and teams are scattered across the world.
There won’t be analogies about an acquaintance in a bar or stupid jokes; it is clear without them how important it is to correctly start a conversation with a customer.
Friction is part of life. We experience it all the time - at work, in relationships, in politics - it's everywhere. But when it comes to business, friction cost can be extremely high.
If there is a silver lining somewhere with the COVID-19 pandemic engulfing the globe, it’s that we have been forced to introspect on the healthcare sector, both public and private, and whether it has the tools it needs – not only to deal with such crises, but to ensure the best possible healthcare outcomes even under normal circumstances.
Over the years, I have been through a number of I.T. shops. Sometimes supporting users was a big part and other times it was not. One thing which was consistent was the enormous amounts of non-tech work support could generate. Without some kind of mechanism for funneling work into the I.T. department, it can become quite chaotic. Additionally, there can be undue stress for staff prioritizing things. Often circumstances force staff to use an arbitrary weighting of the severity of the issue, the title of the person reporting it and the history of ID-ten-T errors generated from the source. This is obviously a less than ideal way to prioritize work.
Daria Leshchenko from SupportYourApp shares her entrepreneurial journey and her vision of the future of customer support for startups.
Analyze the various productivity automations that Slack and Zendesk can achieve and how you can easily enable the integration flawlessly
Without wanting to sound like an alarmist, the current pandemic has forced businesses to depend more than ever on a digital strategy. Overnight, the offline channels of live-events, conferences, trade fairs, and face to face interactions disappeared. The solution to the enormous challenge of social distancing is to mitigate this loss.
Hello to everyone out there, I will attempt tell you, in this brief post, how to handle things, and/or generally try to survive in the IT Support field.
So you have started a new business? Congratulations! Launching a brand can be as competitive as struggling to find a satisfactory corporate job. And promoting it can also be quite challenging. You may think that it is enough to drive it alone with passion and enthusiasm, but even with these two attributes, you know what has exactly been missing.
There are two types of products out there — product-driven and customer-driven. The first kind is built on the assumption that a great product will find its customers, while the second one is all about analyzing customers and building something they specifically need.
With as much as 70% of startups failing to reach the ten-year mark, according to the Entrepreneur, the odds are stacked against these budding businesses. For them, every resource counts, from time to cash flows. If there is any kind of wastage of resources, the consequences can be dire.
The best Zendesk alternatives for anyone in the e-commerce business. Comparison of 6 customer service tools.
Technology can be a two-edged sword. It can deliver incredible results and create unique problems. The customer experience (CX) sector, in particular, has been heavily impacted by technology for quite some time.
Most organizations consider customer service an overhead while it is an opportunity. It allows you to drive continued value from the customer even after a sale.
Customer support requests can be ambiguous and frustrating. Here's how to create more visibility into problems affecting your users.
So, millennials, huh? Oversensitive snowflakes, always in their smartphones, but don’t like phone calls. What else do we know about people who are already the largest and most influential generation of consumers and only going stronger?
Answering Customer Support queries can be a bit boring. So why not spice it up with some Shakespearean word choice? We trained the bot using ChatGPT3 by openai.
Canned responses help you deliver quick responses while communicating with customers. Here are the most common canned responses that every support rep may need.
Gareth Dwyer explains what it was like to try to sign up for a GCP account.
ChatGPT has been creating significant waves among tech enthusiasts, bigwigs, influencers, and startups.
Most online businesses have customers from any part of the world. How would you make them comfortable to use your service or product? How will you ensure a great customer service experience without getting stuck with the language barriers?
Over the years, how companies handle customer service has changed dramatically. More than a decade ago, phones or fax were the only ways to contact a company.
Are you wondering why customer service is important for your business? Here are 15 Reasons for customer service that will help you become customer-focused.
Any growing startup needs a professional customer support system sooner or later. There are many solutions on the market (just look at G2 Grid here), but I personally prefer Zendesk for its flexibility, simplicity and good UI. I know Zendesk from a very early time and still love it.
Just to be clear. When we say canned response, we don’t mean those automatic commonplace emails like “We received your request and will get back to you as soon as possible. Your ticket number is 345678.”
To be completely honest, customer service is such a wide notion that it’s quite difficult to see which tools count as customer service tools and which don’t.
So you have started a new business? Congratulations! Launching a brand can be as competitive as struggling to find a satisfactory corporate job. And promoting it can also be quite challenging. You may think that it is enough to drive it alone with passion and enthusiasm, but even with these two attributes, you know what has exactly been missing.
