The silent and unhappy Customer
James Heavey, the CEO of Respond, reveals some research that is definitely food for thought. Only 4% of the customers who reported a poor experience with a company ever complained! 96% of customers simply did not bother to tell the company. (more…)
Tags: create loyal customers, customer service, how to grow your business, online customer support, satie, satisfied customers
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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 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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Acquiring and Retaining Customers
The 2009 Microsoft Small and Mid-sized Business (SMB) Insight Report reveals that 43% of the 620 small business owners surveyed listed customer acquisition and retention as the key challenge they faced, irrespective of the current economic climate. (more…)
Tags: acquiring customers, business softwar, create loyal customers, customer servie, key to customer satisfaction
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Delight Customers Efficiently
Smart Query Technology helps business with three key objectives:
Tags: business software, create loyal customers, create satisfied customers, customer service, online support
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The CSR team that keeps growing
Mostly, businesses find that as they grow, the number of queries increases exponentially. This means that they have to keep adding customer service representatives. That obviously costs money! Soon enough, the business realizes that there is no end to this. Or, is there? (more…)
Tags: business software, create loyal customers, create satisfied customers, customer service, online customer support
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An Inverse Proportion
Research has shown that customer satisfaction is inversely proportional to the waiting time for them to be served. In simple terms, the longer the waiting time, lower the satisfaction levels. (more…)
Tags: business software, create loyal customers, customer service, customer servie, customer support, how to grow your business
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Monotonous and High Cost: The Worst Combination
Businesses often find that the majority of questions from customers revolve around the same issues. Some estimates say this may be as high as 60 to 70% of questions. Companies spend time answering these questions again and again, while employees get tired of fielding the same issues. This is as bad as it gets! (more…)
Tags: business software, create loyal customers, create satisfied customers, how to gro, online customer service, online customer support
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The Outcome that Everyone wants
At an overall level, what smart query technology has going for it is simply that customers are delighted at the end of the process. Lower waiting times and effective answers ensure that customers don’t find the process tedious. (more…)
Tags: business software, create loyal customers, create satisfied customers, customer service, online customer support
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Faster Deadlines, Shorter Fuses
Corporate buyers are even more discerning when it comes to customer service. The buyer faces tremendous pressure internally to get the right product, at the right time and price and to get all issues with the buying process resolved smoothly. Getting this right is key to their reputation. A vendor with poor customer service makes them look bad internally.
Tags: Add new tag, business soft, create loyal customers, create sat, customer service, happy customers, online customer support
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