Customer Support Best Practices
Share your thoughts or start a discussion on best practices around CS
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You’re here, so you have a fair idea of how CX plays an important role in retaining customers and driving revenue. We’ve been hearing crazy stats like how CX initiatives by companies can actually overtake Price and Product as the key brand differentiator (Source: Walker) So now we have a question for you. What’s your take on this? Can a business thrive by only banking on stellar CX? We’d love to hear your valuable perspectives, comment away :)
According to Gartner, 89% of companies will compete primarily on the basis of customer experience in the future. In such a world, it is important for every company to regularly gather feedback from customers to ensure that they are satisfied with products and services.“Doing the same thing over and over again and expecting different results is madness”Customer feedback is critical to any business. As we know without customers there can be no business. In this blog post, we discuss the importance of a CSAT survey after phone interactions and how Freshcaller can help you create the perfect IVR CSAT survey.What is the significance of customer feedback to your business?
For a lot of companies customer support has truly become a differentiator. While a lot has been spoken about scaling customer first culture, effective Onboarding processes et al- all these start to diminish as the support org (and the company)starts to scale. Given this premise- What do you think is the right ratio of customers to customer support agents? Is there a magic number to ensure that you're not hurt by the scale problems? Do let us know with industry and the size of your support org and customers (if you can share them).
It’s important to regularly check (at your company or in your department) for lapsed customer service standards (best practices). This is something that, as customer experience and customer service consultant, I stress to my clients. Including:• How quickly are your phones answered? Three rings should be your standard. (Why? Studies done by the Ritz-Carlton Hotel Company have determined that by that fourth ring customers will have grown worried that you'll never answer, or won’t really be on the ball if you do.) \• How quickly do you answer emails? (a standard of “within 24 hours” is unacceptable in today’s world; these days, that’s like 36 years in internet time. Commit instead to answering all inquiries the same morning or the same afternoon.) • How about webform queries that come in on your site? (You may be unpleasantly surprised if you test this one yourself; often “never” is the depressing answer to when these are ultimately replied to.)These are just three standards related to t
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!)
Hey Community & CX experts I am thrilled to be introducing @Micah Solomon (if you haven’t already heard of him), customer experience and customer service consultant, subject matter expert and author of 5 books today! Watch his video on the topic of his new book, ‘Ignore your customers (and they will go away)’ Customer experience is the new marketing. 93% customers say they make decisions in full or part based on word of mouth recommendations, or as Micah puts in word of thumb. From sharing a glimpse into the world of Don Draper, a fascinating conversation between an Amazon agent, Thor and a customer, Odin, and a heartwarming incident on the Seabourne Cruise Line, Micah takes us through his 5 principles for creating exceptional customer experiences - 1. Today’s customers are the enemies of stupid 2. Beware of the cliff of dissatisfaction - Perceived timeliness is what matters i.e you are able to match the consumers scheduling expectations. 3. Today’s customers prefer an eye le
Sorry for the inconvenience ?Question
Many times in customer support, you need to have challenging conversations with customers. You may encounter users who are experiencing difficulties with your product or service and who require your guidance and expertise to help them resolve the problem. ‘Sorry for the inconvenience' is one of the most commonly used expressions in such scenarios. However, it often happens that this statement is much more used and that the client finds it "less personalized". We need to constantly reinvent the wheel and offer genuine help to customers. Therefore, adopting newer, more empathetic apology statements, is a must have for a good customer experience. So, what are your alternatives to “Sorry for the inconvenience” that have worked well for you in the past? We’d love it if you can share some interesting experiences in the comments below.Here is a super cool blog by Freshcaller which explains why we must constantly reinvent the wheel and offer authentic help to customers.
🖐Hi there! I’m curious what you have to say!Teams today are struggling with employees moving from one job to the next or “the great resignation” or other labor shortages. I personally have seen how delivering a great customer experience and focusing on ways to make employees more efficient and effective helps reduce employee turnover. And referred job candidates tend to get hired faster and stay longer, so it seems like a huge opportunity to encourage employees to refer others.But many organizations don’t ask current employees what they like or what the organization can provide for them to deliver a better experience. I’m curious, have you participated as an employee in a “stay” interview, not just an exit interview when you leave? Did you see changes? Did they close the loop with you on your feedback?My hope is that leaders are starting to realize the value in checking in more often with employees on their experiences. What do you think?
We’re back with the second episode of Masters of Moment!This episode is about writing, something that dominates customer service activities - be it email, chat, or conversations over social media. In customer service scenarios, as far as precedence goes, writing is purely transactional. Yet, injecting more life into all forms of written communication is the need of the hour.Writing can be every bit as effective and engaging as conversations over the phone. The right techniques can help customer service professionals investigate matters deeply, weave in emotions, and respond with great clarity and conviction. Guided practice is particularly effective in achieving these ends.Join us on Jan 21, 10 am PST/6 pm GMT for a 30-minute LIVE workshop with expert Tanya Baker on what good customer-facing writing looks like. Tanya will share simple techniques to write compellingly and informatively, and workshop a piece of customer-facing writing LIVEon Linkedin. You will have to registerfor the eve
Having a service recovery framework is important because, even in the best of times, it’s hard for most of us to improvise entirely from scratch without a structure to guide us and upon which to fall back. And a situation that calls for service recovery is, by definition, far from the best of times. When things haven’t gone smoothly and a customer is upset, employees are likely to feel embarrassed, or defensive, or put-upon, or angry—or all of these at once. With so much emotion flying around, it’s hard for even the most seasoned and even-tempered customer service professionals to do their best.All great customer-focused organizations have one, and they tend to form a mnemonic for easy recall under the gun. For example: Marriott’s spells LEARN; Starbucks’, quite adorably, spells LATTE.If your organization hasn’t already committed to a different service recovery system, let me offer you my own four-step MAMA service recovery framework. I expect it will stand you in good stead. [NOTE: He
All great customer-centric companies have what I call a default of yes, an ethos of, “The answer is yes; now what is your question?” As a customer service consultant customer service trainer, helping companies develop and sustain the default of yes is one of the most important disciplines I can share. The default of yes is a powerful, transformational principle. I can walk right into your business and tell whether you have a cultural “default of yes” or not. More importantly, your customers can too. Of course, you must be thinking: What if you can’t say yes—to a ridiculous customer request on price, deadline, and so forth? Here’s the secret: even if you can’t give a customer the exact “yes” they were hoping for, never say “no” without providing one or two reasonable alternatives. Think of it this way: “No” is a dead end,” while “Here’s what we can do” keeps the channel open. *******If you’re in a leadership position and want to work toward a default position of yes in your company or
I want to share one of my favorite principles of both conducting and explaining what great customer service looks like. It’s the principle of “plus-one” customer service.Any time you interact with a customer, strive to add a “plus one.” The “plus one” can be a do-extra: giving them more of your effort than they asked for or reasonably can expect. Or it can be a tell-extra: answering an important question they didn’t think to ask. Strive to practice “plus one” customer service whenever you can find or create a “do extra” or “tell extra” opportunity. It truly builds connection with customers, and keeps your brand/company out of the dreaded “commodity zone” where you’re considered interchangeable with the competition. ****In your day to day work with customers, do you practice “plus-one” or something similar? I’d love to hear. Micah Solomon Author • Forbes Senior Contributor • Customer Service ConsultantPresident and CEO, Four Aces Inc. 484-343-5881Click here to chat live with Micahm
🤔Next week on April 21st is Get To Know Your Customers Day.I’m writing a post about this and would love YOUR ideas.How do you get to know your customers? What do you recommend to leaders who are pretty far away from their actual customers? What do you wish you knew about your customers?It’s ironic but often as someone rises up in an organization they get farther and farther away from customers. It becomes more difficult to really stay connected to who they are and what they’re looking for.What methods or fun ideas have you seen work OR what ideas do you propose?Let’s get to know our customers!!
No matter how good our customer experience is today, innovation is required to a) keep up with our competition and b) keep up with the ever-growing service expectations of our customers. Here are five steps that I suggest that will drive--and sustain--customer experience and customer service innovation. 1. Set up a transparent framework for reviewing proposed innovations. For an innovation culture to thrive, you’ll want to establish a framework to submit suggestions for innovation in an organized manner and have them reviewed—within a transparent system—for potential action. USAA, the insurance and financial services giant, has used such an approach to encourage and harvest nearly 1,000 patents based on employee suggestions, most of them from non-technical employees, including a staggering 25 from a single security guard employed at the company.2. Build a blame-free culture and embrace your mistakes. Some of the best innovations come from serendipitous accidents rather than linear pro
Do you have any best practices when it comes to managing remote support teams? I know a lot of them revolve around best practices for work from home like have a dedicated work space, schedule as though you were in an actual office, but I was looking for specific around customer support.Are you using any tools to collaborate?How are you managing load at these times?among others
In many customer facing teams (support, customer success) act as the liaison between customers, and all the internal teams like product development, marketing, sales among others. Do you follow any best practices while doing this? In other words, what do you do to ensure customer facing teams have a seat in product roadmaps?
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
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
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
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.?
Customer Roundtable Recording : Supercharging CX With Bots and AutomationCustomer Roundtable Recording
We had a very insightful session last Friday (March 5) on the first customer roundtable regarding ‘Supercharging CX with bots and automation’Don’t worry if you couldn’t attend it- you can access the recording in the link above, and also post your questions and comments for your peers and experts in the discussion thread below.Be part of the CX Community to stay current, participate in relevant discussions with your peers and gain access to some great conversation and networking opportunities.We look forward to hosting you at another one of our roundtables soon. Thanks,Pritika Ramani Having issues viewing the recording? Click Here
While 2020 revealed the impact of technology as an enabler of business continuity, digital transformation initiatives will be the backbone for businesses to succeed in 2021. Make a #FreshStart in 2021Tell us your #FreshStart 2021 Digital Transformation Initiative, in the comments below. Accelerating Digital Transformation in 2021 Download the Ebook
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
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
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
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