Customer Support Best Practices
Share your thoughts or start a discussion on best practices around CS
- 47 Topics
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Why You Need to Nail Your Beginnings and Endings: The Primacy Effect and the Recency Effect
Connect with your customers and put them at their ease–and give your brand an “unfair advantage” –by absolutely nailing your beginnings and endings. These two points, what the Ritz-Carlton Hotel Company calls the “warm welcome” and “fond farewell,” are the moments most likely to linger in your customers’ memories, due to the well-document psychological principles known as the primacy and recency effects. If you can provide comfort to your customers at these two key moments, it can create a halo over the rest of the time they spend with your brand.So how do you do it? Great beginnings (“warm welcomes”): • Answer your phone within 3 rings. Studies done by the Ritz-Carlton Hotel Company have established that by the fourth ring, incoming callers start to lose faith that you’ll ever answer their call--or if you do, that you’ll be competent in the service you provide. • Never make a customer feel like an interruption, even for that tell-tale microsecond at the beginning when you take the
Wowing a customer isn't always a grand production: The magic of 'everyday wow'
Wow” Isn’t Always a Grand ProductionStories of wowing a customer via an over-the-top grand gesture (flying to a customer’s home halfway across the country to return lost jewelry, for example, as one famous story from Zappos goes), is a lovely way to spotlight employee initiative and care of customers. But not all moments of wow need to be so over the top. A wow connection can also be achieved less theatrically through the use of the right words in conversation with a customer, words that make an emotional connection that transcends the transactional.All it takes to wow my longtime customer, Mrs. Gold [not quite her real name], is to take the time to slow down an otherwise-transactional call in order to bond over her unique affinity for cats: “Mrs. Gold, we were just thinking about you here in the office: are you holding steady at 12 cats or are you [sotto voce] thinking of increasing your menagerie to 13?”Mrs. Gold knows she’s a character, knows she’s unusual. And the fifteen seconds i
Let's Talk About Customer Feedback Customer Feedback
Most businesses would tell you that understanding their customers is of utmost importance but often quite difficult. This naturally means that customer feedback is a valuable resource since it provides an unfiltered way to understand what customers actually think. Simple right? Not really- a study found a full 42% (you did not misread that) of Companies don’t survey their customers or collect feedback.Collecting feedback isn’t as easy as it sounds, especially at scale. Customers constantly provide unsolicited (and incredibly honest) feedback about their expereinces with a business- could be through emails, support calls, chat or social media. These inputs could offer a whole array of customer insight but only if you’re truly listening. Electronics retailer Best Buy uses NLP (natural language processing) tools to analyze billions of conversations with customers every year to understand what they needed to pay attention to and improve on. For example, when they learnt that customers were
Customer Support on Weekends
Always wondered how some brands provide amazing customer service throughout weekends! Do they have 100% of support agents online and working full time during weekends? Any idea on tips & tricks followed? Is a human behind the screen really a human or do they use AI, Bots etc.?
Customers want faster, more personalized experiences. How can agents provide that for them?
Customers recently reported that they’d rather be stuck in a traffic jam than have a bad customer experience! We know they want things that are faster, more personalized and more pleasant. I’m excited about how chatbots, centralized customer data, and friendlier agent tools can help these experiences happen.But we know the AGENT sometimes puts on the superhero cape and gets things done - regardless of obstacles or challenges!What are some of the ways agents can help make experiences faster, more personalized, and more pleasant for the customer? Let’s share our best ideas here so others can learn and grow! (And the customers will benefit!)
3 Great Places to Start On Your Journey Toward Customer-Centricity
Your instinct, when you’re starting out on the journey toward customer-centricity, is likely to be to pursue all opportunities for improvement, all at once. The problem, inevitably, is that a focus on “all” opportunities for improvement is basically synonymous with “nothing in particular.” So, when I start a customer-centricity or customer experience improvement initiative with a client company, I suggest they initially limit their scope. You can do the same by keeping your initial focus on a limited number of areas. Here are three, each of which has a significant upside once addressed. 1. Customer pain points: the aspects of your product, processes, and business model that stand in the way of customers enjoying what you offer. To discover these, live the customer’s experience to the extent you can: Try to get a response from your company via your own webforms—does anyone respond? (I’ll bet you they don’t, or not in time to help with a buying decision.) Are there barriers gettin
Is Customer Service Connected to Business Leadership in the Right Ways?
All leaders should feel very connected to the voice of the customer.Both customer service and Customer Experience (CX) leaders play a role in connecting the executive team to the actual experience. CX leaders are often responsible for gathering and interpreting customer feedback. Therefore, their Voice of the Customer (VoC) reports are often distributed widely.But if there’s no story told with the data, leaders may fall into the quick yay or nay reaction. “Our customer satisfaction went up .25% this month. Yay! Keep up the good work.” Or “Our customer complaints on social media went up .25%! Nay! Fix it!” These reactions do little to actually create change.Stories are a more powerful way to really connect leaders not just with what’s happening, but with the customer’s emotional state.Voice of the Customer reporting should include powerful, real-life stories. This means using the customer’s real words and sending recordings of real calls. Customer service leaders see these issues bubble
Improving Connection with Customers by reducing faux productivity
Do you, like me, believe that customer service is the new marketing: that exceptional service to our customers is the best way to generate the kind of word of mouth (or “word of thumb,” as I like to all it, when it’s delivered via our customers’ mobile devices) that can help a company both grow and sustain that growth. If so, consider a contrarian look at what is considered efficiency or productivity in our contact centers. Do you really want to reduce the AHT (average handle time)? Do you really want to tighten up the seat occupancy? These are places where lack of efficiency can really build customer connections. Certainly, if AHT is growing because your agents don’t know their material, aren’t supported properly by AI and other tools, or aren’t fully trained in the technology at hand, that’s a negative. But if AHT is significant because they’re taking the time to connect with customers, then it’s a positive, albeit one that is alloyed by the additional cost. (Just consider tha
CX Snapshot - Insights and predictions from 1500 CX leaders
Welcome to the first edition of the CX Snapshot, our sincere effort to keep you informed about everything CX that’s worth sharing. Talking of which, It’s easy to assume that COVID-19 was the primary reason for CX to be transformed the way it is now, but here’s the tea - even before the pandemic hit us, CX was slowly rising to become one of the key brand differentiators for many companies. But this pandemic really did unceremoniously shove the business world towards change and we wanted to capture the whole drama. We surveyed around 1500 CX leaders across the globe to understand the shifting trends, priorities, and predictions for 2021, especially around being remote-ready. We did the math so that you don’t have to, and you can get your free copy of the report here: The New CX Mandate : US edition We’re not done yet, here’s more:1.If you own an e-commerce business, don’t be like this brand:The traditional marketing mix is outdated. (Yes, we just said it) Right now, customers want to he
The Ultimate Guide to Omnichannel Customer ServiceEbook
70% of global customers prefer brands that provide service across multiple channelsModern customers have changed and so have their expectations from you. In fact, 47% of them expect a better experience than they did just two years ago. Customers today are digitally informed and driven by convenience. They expect frictionless engagement on their terms and on channels of their choice. And if you don’t want to lose them, you better deliver. We have created a comprehensive guide to help you keep pace with modern expectations, deliver seamless support across channels, and win customers for life.Download this ebook to:Learn how to deliver seamless customer service across channels of communication Build cohesive, personalized experiences with a unified customer view Optimize customer service across channels to get the most out of your teams Scale your customer service with AI and bots Move from reactive customer service to anticipating customer needsDownload
CX Snapshot : We’re dealing with Blair Waldorfs here.
It’s no secret that customers are pretty hard to please nowadays, and they’re being spoiled by a variety of brands right, left, and center (think Blair Waldorf) competing solely on customer experience. They even have a cool name for this - “The Amazon Effect” So since we’re dealing with customers with high expectations, An Omnichannel customer experience strategy kind of becomes an imperative rather than a choice. But a lot of us, when we think Omnichannel, we think of communicating with customers on many different channels. But in fact, the secret to an omnichannel experience that blows your customers’ minds is creating a seamless transition across channels and building cohesive, personalized experiences. And it’s not even a secret anymore. Download your free copy of this guide where we’ve tried to break down the 11 herbs and spices of creating a winning Omnichannel strategy. Trust me, you really want to read this 👇The Ultimate Guide to Omnichannel Customer ServiceHere’s more: Same s
The Power of Positive Peer Pressure in a Customer-Centric Culture
How does a culture of customer-centricity, of exceptional customer service grow? One secret, as I see it, is positive peer pressure. If you are unflagging in your devotion to trait-based hiring, you soon (or at least soon-ish) end up with a peer group devoted to exceptional customer service. At that point, you’ll be in the enviable position of potentially building an unstoppable force: positive peer pressure.For a B2C example that many can relate to, consider why the employees in an Apple Store are by and large so positive and helpful. It’s because they’ve been hired for their personalities and trained in great customer service, absolutely. But it’s also because of how it then became clear to any newly arriving employee (or veteran employee who was having a bad day) that the way things are done around here is to be friendly and helpful to customers. Apple Store interior, Micah SolomonThis is the power of positive peer pressure: it uplifts all employees and keeps their heads up if t
ICYMI: #AskMicah: How to delight upset customers
Disha Gosalia and Micah Solomon (that’s me) tear it up--with the help of great audience questions--on the essential subject of“How to Delight Unhappy Customers.” Here’s the complete archive, courtesy of YouTube. Micah Solomon Featured InfluencerCustomer Service Consultant • Trainer • Author Forbes Senior Contributor •President and CEO, Four Aces Inc. email@example.com • micahsolomon.com
Community Hours 28th July 2022: Supercharge App Configuration with Iparams!
REGISTER Learn how to accept user-defined configuration in apps using "iparams" and custom installation page. You're invited to attend our next 'Community Hours' session on Thursday, 28th July at 2:00 PM CET. Don't forget to register early and block your calendar. TopicSupercharge App Configuration with Iparams SpeakersJones Zachariah Noel N - Senior Developer Advocate at Freshworks (Follow Jones) When28th July 20225:30 pm IST (India)| 2:00 pm CET| 1:00 pm GMT (London)Check your time zone Agenda Introduction to app configuration What are Installation Parameters How to accept sensitive data Validate user input using iparams.js Define iparams for OAuth Build a customized installation experience Q&A What’s in it for me?Most Freshworks apps need to accept custom configurations from users. For example, an app that sends HTTP requests usually needs to get the API credentials and server hostname to send a request.Installation Parameters (iparams) provide an API to accept us
Community Hours 26th May 2022: Deep-dive into Entity Storage 👩🏻💻
We're excited to announce our fourth "Community Hours" session and bring the opportunity for you to learn from the experts and connect with the fellow members in the Freshworks developer community.REGISTER Topic:Deep-dive into Entity Storage Speakers:Harish Janjam - Product Manager at Freshworks (Follow Harish)Kaustav Das Modak - Lead Developer Advocate at Freshworks (Follow Kaustav) When:26th May 20225:30 pm IST (India)| 2:00 pm CET| 1:00 pm GMT (London)Check your time zone About the session:What is Entity Storage, when and how to use it, and the roadmap ahead Introduction to Entity Storage Comparison with other data storage features available for Freshworks apps Hands-on: Learn how to use Entity Storage by building a simple todo app Roadmap for Entity Storage Q&A What’s in it for you?The Entity Storage (entity storage) data storage feature recently went GA for apps built for Freshdesk and Freshservice, with support for more products in the pipeline.Entity Storage allows
Community Hours 30th June 2022: End-User Apps for Freshworks Developers ✨
REGISTER We invite you to attend our fifth "Community Hours" session and join our experts to know how you as a developer can build apps for the end-user customers. End user apps let you create custom apps or use any 3rd party app from the Freshworks Marketplace and integrate them with Freshdesk customer portals. Here’s the documentation where you can learn more about the end-user apps.TopicEnd-User Apps for Freshworks DevelopersSpeakersRaghuvaran Viswanathan - Senior Product Manager at Freshworks (Follow Raghu)Teja Kummarikuntla - Developer Advocate at Freshworks (Follow Teja)When30th June 20225:30 pm IST (India)| 2:00 pm CET| 1:00 pm GMT (London)Check your time zoneAgenda Why End-User Apps was needed - story behind it What are End-User Apps? Relevant use case How is it relevant for developers and customers Discover the difference between the app development process for agent-focused apps and end-user apps Sharing what’s possible with End-user apps with feature-level walkthrou
Masters of Moment: Annemarie Gaxiola, on how to create a resilient customer success team
Masters of Moment is back for the 7th Episode! Most people would rather live a life free of conflict than spend days full of conflict resolution scenarios.However, anyone on the customer-facing side can tell you conflict, and customer service difficulties are an unavoidable part of working with people.Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. Companies with effective strategies for handling these situations and skilled customer service agents capable of diffusing tension-filled interactions can turn:1. Complex customer interactions into opportunities to exceed expectations.2. Influence the customer's perception of their business3. Improve the customer experience to boost customer retention. On 24th August, join us for the fireside chat between our very own CX Advisor of Freshworks, Colin Crowley, and Annemarie Gaxiola, Senior CX manager, Yay Lunch, to understand how cus
CX Snapshot : Chuck Norris Vs. Tom Hanks
Most businesses have jumped into the chatbot bandwagon in recent times, enamored by its sheer reach (through Messaging channels) and results that are measurable. But the sad part is, most chatbots are annoying. Take for example, the infamous Poncho bot, which turned out to be a success at first but aged like ermmm.. Milk. The problem? It’s because they treat their chatbots like an extra - rather than like a hero, wasting away its potential. And the result? We get bots that are too rigid or bots that try way too hard, putting Chuck Norris to shame. But we’re telling you, the hype is real. When leveraged correctly, bots can increase revenue and cut costs, and here’s a free guide to designing chatbot workflows that won’t make your customers roll their eyes. A Guide to Designing Q&A Chat Workflows Your Customers Will Actually Love Here’s more: Finally, a worthy opponent!Chatbot Vs Livechat - Which is better for your business? Both give promising results, are widely preferred, and choo
What is your remote workforce doing right now?Ebook
The remote workforce has grown 44% over the last five years, and 91% over the last 10 years. A recent survey in the USA by Clutch has shown that the number of remote workers working 5+ days per week from home has increased from 17% to 44% due to the impact of the pandemic, and the knowledge workers interviewed prefer remote working over an office.As a result of the pandemic, organizations have now realized that more than 20 percent of the workforce could work remotely three to five bays a week as effectively as they could if working from an office. Technology innovation has played an important part in this organizational shift. With organizations now moving to remote work or on–premise model, having in phase a phone system that can serve for both can help you scale easily. Check out this e-book on how to manage your remote team with Freshcaller.
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