While some of us spent the last couple of weeks working hard on the press release about the $2 million we raised, our dev team went ahead and updated the Casengo chat feature. We’re proud to present our new and improved chat window. For many visitors live chat is the first touch point with a company and its customer support department. This first impression is decisive.
As we’ve been putting together a list of things that still need to be perfected (a prettier blog, the customer stories, all of the product detail pages, the entire website in Dutch) we realised this is the perfect opportunity to tell you about those user-unfriendly things we came across on various business websites. We’ve summarised five of them here. Use our handy checklist to make sure that your own website doesn’t fall into these common traps.
We are happy and proud to announce that a consortium of European investors led by venture capital firm henQ injects $2 million (€1.5 million) into Casengo. Our cloud application, launched in December 2012, is now used by over 2,300 businesses worldwide.
In the age of social media, poor customer service can lead to real-time trouble. The minute Twitter and Facebook gave customers a voice, they used it to punish disservice: people love sharing their negative experiences with the world. ‘By treating social media posts with the same importance as emails, companies are on their way to gain more happy customers,’ says Floris van der Veen, our founder. ‘With Casengo, nothing slips through the cracks.’
Many of us grow up to believe that ‘getting in trouble’ is bad. If you’ve done something that upsets your friend, mum or teacher, that’s a bad thing. You’re punished and/or forced to say sorry, and that’s that.
This may well be true when you’re five years old and have stolen a few cookies from the cookie jar. But when you’re all grown up, saying an empty sorry isn’t nearly good enough. And it’s a missed chance: sorting out mistakes is a fantastic way to win customer loyalty.
Your SME is customer-focused. You know all about social media, are available by phone when needed, and reply to customer emails in the blink of an eye. There’s no need to offer a live chat option as well. Or is there?
When it comes to looking after customers, some businesses are sadly stuck back in the last glacial period. Take a look at our simple guide to the three stages of customer service evolution and how to identify them. Does your company need a little evolutionary push?
Thankfully there are not too many businesses left which provide this level of ‘service’. Neanderthals are simply not in touch with the modern world and can’t understand what on earth all the fuss is about.
Japanese culture is famously very different to Western culture in many aspects of life – perhaps in the business world most of all. When it comes to customer service, respectful, personalised treatment and extremely good manners are of the utmost importance.
Small business owners don’t have to be face-to-face to emulate the high standards of Japanese customer service etiquette. They translate easily to online environments.
You know your business needs a good Facebook page. You’ve got a Twitter feed. Your office is on Foursquare. You’ve even set up a Pinterest account for your webshop. So what’s this? People are telling you that you need to get on Instagram too?
Let’s get one thing straight. You don’t need to be on every single one of these platforms. It isn’t essential. For customer service purposes, you would be doing yourself a disservice not to be on Facebook and Twitter. But when it comes to the others, quality is more important than quantity.
As we become increasingly comfortable with the internet, online sales are continuing to rise year on year. If you have an online business, you will eventually need to take on more customer service staff. Easy, right? Just place an ad, check out the responses, do some interviews, and it’s all sorted. Back to business!
Wait just a second. Remember why you’re doing it all in the first place. In a customer-centred business, it’s all about the customers. Don’t be sidetracked by thinking in the short-term and hiring anyone who kind of seems like an okay option.
Back in September, we wrote about budget airline Ryanair’s vow to give its customer service style a complete overhaul after it was voted the company with the worst customer service in the UK. Having spent years being aggressively proud of his “take it or leave it” attitude to customer satisfaction, CEO Michael O’Leary declared that his company was going to clean up its act.
Now that they’ve had about 5 months to implement the alterations, we wonder whether Ryanair is making true on its promises. Or is there still a long way to go?