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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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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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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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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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 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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How small can small business be?
Technology has made it easier than ever for small businesses to operate on a really small scale – in the case of freelancers or e-bay entrepreneurs, this can sometimes mean just a single person team. This person is literally a one-man (or woman) army! (more…)
Tags: cutting cos, cutting costs, online customer support, quality customer servie, satisfy your customers
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How do Small Businesses Differ?
Certain basic rules of engagement apply to all businesses. All businesses operate in a competitive environment where they aim to acquire and retain customers. This is against a backdrop of rising costs, tighter regulations and a globalizing environment. Yet, small businesses often find the challenge tougher due to the smaller scale on which they operate and the fewer resources they command. (more…)
Tags: business challenges, business software, customer servie, online customer support, small business help
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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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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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