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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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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When you are just not available
No matter how efficient your customer support team and system, there will always be a time when nobody is available to answer a query. What customers hate about this situation is that rarely will anyone get back to them quickly, if a resource is not available immediately. (more…)
Tags: business support, customer service, how to grow your business, online customer servie, online support, satiesfied 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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The never-ending Customer Support Interaction
How many times have you been on the end of what seems like a never-ending telephone call with customer service? Familiar isn’t it! You have a complex problem and one CSR shuttles you to another ‘senior’ resource who in turn needs a ‘manager’ with more discretion. By this time, you are just about ready to drop the entire thing! (more…)
Tags: customer service, online customer support, onlines business software, satisfied, single stop customer servie, use technology to route customers
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The Wonder Years of Business
If you are a small business owner yourself, you might recall nostalgically the initial years of starting up. You remember a time when you knew many of your customers personally; when customers just had to call you up if they ever had a problem. Well, you are not an exception. (more…)
Tags: business software, customer service, cutting business cost, how to grow your business
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Small Business, the heart of the economy
The U.S Small Business Administration (SBA) Advocacy office calls small businesses the “heart of the American economy”. Small businesses in the U.S provide employment to a large number of people and in many sectors where services would not otherwise be available. (more…)
Tags: business software, customer service, happy customers, how to grow your business, online customer support, satisfied customers
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