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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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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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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Small business is everywhere!
Did you know that small businesses employing a few people start up at the rate of over 500,000 a year? That’s a half million new businesses coming up every year. Half a Million! That is approximately 1369 new businesses being started up every day! (more…)
Tags: business software, create satisfied customers, customer service, loyal customers, online customer service
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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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Instant Responses. Is that all?
Smart query technology doesn’t just throw up a few matching search results. It helps the business by creating a larger and larger pool of responses that comes in handy to answer more customer queries. Let’s see how that works. (more…)
Tags: create loyal customers, create satisfied customers, customer service, growing your business, online customer service, online customer 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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