The profession that great customer service reps practise entails much more than merely answering customer questions. The greatest reps are your foot soldiers, your people on the frontline of the battle – the battle of winning your customers’ hearts and minds! They’re your company’s ambassadors in flesh and blood, going above and beyond to create a great experience for each and every one of your customers.
“My husband’s birthday surprise is ruined because of you! You said it would take 5 business days tops to deliver his present, and it’s been two weeks.” Your customer was planning to surprise her husband with his favourite childhood book, ordering it well ahead of time. But you didn’t have that particular book stocked. And - Murphy’s Law – your supplier delayed his delivery as well.
You might love communicating with your customers via email or phone, but do your customers love it as much as you do? As the song goes, the times they are a-changin’: customer expectations for fast and convenient communication are growing rapidly. The average customer uses up to 6 (!) different platforms to get in touch with companies. Online communication is the new standard in customer service.
For all of us there comes a time when you need a break. Even if you don’t think so yourself, you’ll probably find that your nearest and dearest are nagging you to step away from the computer and hang out with them for a while.
Yes! Your business is finally picking up. You’re getting more orders, more customers, more emails. You’re doing your very best not to miss any opportunity out there – but you are. There always seems to be a customer whose email slipped through the cracks. Sounds just like you? Then you might want to admit that a standard email solution no longer works for your growing business.
So the World Cup is over for another four years. At first glance you wouldn’t think that it had much to teach us about anything but football. But scratch the surface of any match and you’ll find all sorts of parallels to be drawn with everyday life… and with the wondrous world of customer service.
When discussing time management with a friend the other day, I asked her whether she has enough time to do everything she wants to do. “Everything I want to do?” she replied. “I don’t even have enough time to do everything I have to do!” I had to tell her about a book I read several years ago, the lessons from which have stayed with me ever since.
There are plenty of reasons to be cynical about technological offerings. Remember Google Wave? But live chat is not just another dot.com fad. It is a tried and tested product which should form an essential part of your online business’s customer service offering.
Why? Because when used properly, live chat increases your conversion rate, your team’s productivity, and your turnover. That’s why. Resulting, of course, in more happy customers.
Is live chat the only reason you’re using Casengo? You might want to give our other features a try, then. Start handling your customer emails more efficiently, for instance – that’s something Casengo can really help you with. And thanks to the new update, emailing just got easier!