It’s not what you’d think!
A study by the Welsh Contact Centre Forum in 2006 among Welsh call-centre employees revealed that only 24% of those surveyed considered themselves truly committed to the organization.
Surprisingly, it wasn’t salary or benefits, but ‘career opportunities’, ‘morale and culture’ and ‘internal communication’ which emerged as the biggest problem areas.
Tags: business softwar, customer service impact, customer support, marketing your business, online customer service
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How do Small Businesses start up?
Where do you think most American small businesses find the money to start up and keep themselves going till the profits start flowing in? You may be surprised to hear this – U.S. Census Bureau findings reveal that the majority of small businesses are financed by the owner or with some help from friends and family. (more…)
Tags: business software, create customer service, customer service impact, how to grow your business, small business support
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A Slip between the Cup and the Lip
Think about it for a moment. Everywhere, there are tomes written on how businesses revolve around the customer, how customer-centric marketing is the key to success. Yet, rarely is this ever implemented. Disgruntled customers are far easier to find in most industries than satisfied or loyal ones. Why should this be? (more…)
Tags: customer service impact, how to grow your business, online customer service, online customer support, softwar
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Spammers are everywhere!
All e-mail users, whether individuals or corporate find that spam is one of their biggest problems. Over 150 billion e-mails are sent out by spammers every day! As soon as businesses list their e-mail addresses, they find that they are flooded with spam. Spam is not just irritating – businesses end up spending time and resources to ensure that genuine customer e-mails are not lost when spam blocking systems are involved. (more…)
Tags: business software, customer service, customer service impact, online customer support, satistfied customers
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Why Companies Don’t Look for Smarter Systems
One of the reasons many businesses go in for e-mail based systems, live chat support orsimply include an FAQ section on their site is that these are easy to implement, and socheap! The initial low cost looks very attractive. But, over time, the cost of such customer service solutions actually piles up. (more…)
Tags: business softwar, customer service, customer service impact, growing your business, online customer support
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Two Ends of the Spectrum
Let’s take the case of a Seattle based supplier of solar heating products and two of its customers. Mr. Robinson wishes to inquire about the prices of a new model of solar heater. This is a generic question that the business gets asked at least three times every day. Ms. Vale, on the other hand, has purchased 5 such heaters about 6 months ago for the geriatric hospital she runs. Now she wants to know if she is entitled to a discount on further purchases. How does the business address it? (more…)
Tags: business software, create satisfied customers, customer service, customer service impact
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The Importance of Customer Support
More and more businesses are realizing that customer support is not just something that you “have” to do. It is something that can be a weapon in your arsenal. Companies that truly believe in delighting their customers find that even in tough times, they have a loyal base that keeps them going.
Businesses need a change in mindset: Customer Support is not a Cost, but a Tool. (more…)
Tags: create loyal customers, customer service, customer service impact, online customer support, online support
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Customer Support: Simple, Yes. Basic, No.
Simple and Basic aren’t really the same. While your customer support system must be simple and easy to use, both for customers and staff, it cannot be basic. It must address customer needs well. Many businesses miss this distinction. (more…)
Tags: customer service, customer service impact, help, online customer support, satisfied customers
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Trapped in the Mire of Customer Queries
While small businesses love to hear from their customers, sometimes, it can be overwhelming. Let’s imagine that you are a small business owner in Chicago supplying hand-crafted dolls. The business has grown and the team now has four employees, who among them, stitch the dolls, take in orders and answer queries too.
Tags: create loyal customers, custer serivce, customer service impact, online customer support, online support
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The Amplifying of Bad Press
Your customers are now complaining not just to the small circle of people they know. With the growth of social media such as online communities and blogs, everyone can speak to a larger audience.
Tags: customer service, customer service impact, online cu, online customer support, satistfied customers
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