Cost-Center or Route to Profit?
Customer service is mostly viewed as cost head by most businesses. While paying lip service to customer service, secretly marketers dread the additional investments that need to be made and the processes that need to be changed. (more…)
Tags: business software, customer service, grown you business, online customer servie, online support, satisfied customers, smart query technology
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Is cost-effective service a mirage?
Companies across different industries struggle to meet twin objectives that often seem at odds with each other. Customers want better service, while management dictates cost control. Are the two impossible to reconcile? (more…)
Tags: business software, create loyal customers, create sa, customer service, online support
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The Tent pole of Business
James Gaskin of NetworkWorld says, “Although parts of technology are broken here and there, technology has become the tent pole holding up every business today. Unfortunately, sometimes we spend so much time struggling to keep the tent pole working properly, we forget to enjoy the tent”. (more…)
Tags: business software, how to grow your business, match with customer needs, online customer service, online customer support, satisfy your customers
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Why Feedback is essential
Research has revealed that many companies rate their customer service higher than what customers actually rate them! Such overconfidence can be disastrous. To avoid this situation, gaining customer feedback is essential. (more…)
Tags: business feedback, business software, business support, growning your business online, online customer service
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The end of Marketing as we know it
In 1950s, there was little leisure time. When television became popular, content was scarce, but people spent the little leisure time they had to watch those programs. Since then, we’ve come full circle. (more…)
Tags: business software, marketing your business, online customer service, online customer support, satistfied customers
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What do your FAQs do?
Chances are you have an FAQ section on your website. What does it really do?
Most companies view FAQs as a stand-alone element on their website. FAQs are rarely updated nor are they usually integrated with customer queries. They can however be used much more effectively. (more…)
Tags: business software, customer service, online support, satisfied customers
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A completely novel solution
Every business is different; the customers in every industry are different. What works in one situation may not in another. Sometimes, businesses may have go in for a completely novel solution – if that is what will meet the needs of customers. (more…)
Tags: business software, create satisfied customers, customer service, online customer support, small business help
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The Fear of Technology
Small business owners, especially those who started working before the internet explosion, sometimes fear that time and money spent on technology is resources being taken away from ‘core’ business areas such as design, production or sales.
Technology evangelists on the other hand, claim it as the solution to all ills. Where is the truth? (more…)
Tags: business software, customer service, marketing your business, online support, small business help, technology to grow your business
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A cog in the wheel
A University of Sheffield Study on HR Management in UK Call Centers found that employee turnover, a key indicator of employee satisfaction, was lower when agents were given much higher discretion over how they completed their job tasks. After all, no one wants to feel like a cog in the wheel! (more…)
Tags: business software, customer support team, growing your business, online customer support, satisfied customers
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The need for measurement
As more and more customer service moves online, it is important to be able to measure the quality of service well and reward good performers accordingly. With clear performance measures, exceptional staff can be rewarded, average performers trained to improve, and the poorest performers reconsidered. (more…)
Tags: business software, create loyal customers, effectiveness of customer service, online customer service, satisfied customers
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