• 7 reasons why phones should not be your primary customer service channel

    Most small businesses offer phones as the primary customer support channel. But tools like livechat and email ticketing systems might work better , providing more robust options while being cost effective at the same time

  • 6 small business tips for tracking customer service issues on the cheap

    Great customer service will get you loyal fans and  bump up your profits. Also, the sky is blue, water is wet and Elvis is the King. Ask a satisfied customer why she likes your service and one of the things she will probably say is- “They solve problems quickly”. Quick turnaround times with customer issues [...]

  • 7 customer service strategies to help you beat the competition

    Unless you’ve unlocked the secret of cold fusion or cured the common cold, your business has competition. Separating yourself from that competition involves more than just lowering prices or beating your rivals to market with a new concept. Let stellar customer service push you to the head of the pack. The Harvard Business Review recently [...]

  • 4 tips towards delivering consistent customer experience

    Last week, I had an overcharge issue with my phone provider. A tweet mentioning the service provider got me an unexpected and prompt response from the official Twitter account and I was advised to call up the service center. But from there, things rapidly went south. After wading through a frustrating interactive voice response system, [...]

  • 7 ways you can stop customers from getting buyer’s remorse

    “I think you should have looked around. You would have gotten a better deal” If you are a salesperson nothing is scarier than these words spoken to your customer by their spouse, colleagues or boss. Buyer’s remorse is part and parcel of nearly every sale. Common triggers include a customer realizing that the purchase was [...]

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    7 reasons why phones should not be your primary customer service channel

    Most small businesses offer phones as the primary customer support channel. But tools like livechat and email ticketing systems might work better , providing more robust options while being cost effective at the same time

    May 15, 2012 | 0 comments | View Post

  • post thumbnail

    6 small business tips for tracking customer service issues on the cheap

    Great customer service will get you loyal fans and  bump up your profits. Also, the sky is blue, water is wet and Elvis is the King. Ask a satisfied customer why she likes your service and one of the things she will probably say is- “They solve problems quickly”. Quick turnaround times with customer issues [...]

    Apr 24, 2012 | 3 comments | View Post

  • post thumbnail

    4 tips towards delivering consistent customer experience

    Last week, I had an overcharge issue with my phone provider. A tweet mentioning the service provider got me an unexpected and prompt response from the official Twitter account and I was advised to call up the service center. But from there, things rapidly went south. After wading through a frustrating interactive voice response system, [...]

    Apr 04, 2012 | 3 comments | View Post

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    5 principles that make multitasking with live chat easier

      Offering a live chat option on your website is a great start at being more responsive to your market’s needs. But if you have decent traffic and your agents process one chat request at a time, you would have to expand your customer service exponentially to offer a good user experience. A smarter option would be [...]

    Jan 31, 2012 | 3 comments | View Post

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    7 tips for boosting your call center’s FCR (First Contact Resolution) rate

    When is a business delivering the best customer service possible? It’s when zero customers interact with customer service. This may sound counter-intuitive, but it’s true. Do you call your credit card company every time your bill comes out right at the end of the month? Do you call the pizza shop when the delivery takes [...]

    Jan 20, 2012 | 6 comments | View Post

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    Are talkative customers clogging up the phone lines?

    One of our previous posts talked about strategies you can use to talk with angry customers and turn the situation around. Another unenviable situation you might face is when the caller just loves the sound of their own voice. Sometimes they will meander into stories that have no relevance to the matter at hand. Sometimes [...]

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    Jan 09, 2012 | 0 comments | View Post