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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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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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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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 Big Picture
Most companies start off with a simple email address or a contact form and soon enough, discover that it doesn’t meet their needs. Their staff are inundated with repetitive mails, and irritated by the monotony of questions. They find themselves wasting time on such tasks. Nor are customers happy with the slowness of response.
So, what it is about conventional customer support systems that causes your customers such heartache and directly impacts your business growth? (more…)
Tags: business software, online customer support, online support, satified customers
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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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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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Flying is about getting from Point A to Point B
In the 1970s, the airline industry was getting commoditized. Everyone had similar planes, the food was awful in most cases, and airline companies provided high levels of service only to business or first class passengers.
Sounds like an industry on its way down or an opportunity for someone to shatter the status-quo? (more…)
Tags: application, customer service, online support, software
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