Tag

Customer Experience

Browsing

A customer service knowledge base is an online library of frequently asked questions (FAQs), tutorials and guides that your customers and agents will appreciate. Today’s internet-savvy customers have no problem looking up a knowledge base on the company website to find answers to their queries themselves. In fact, 67% of customers prefer the self-service option over talking to an agent. A customer support knowledge base enables agents to stay updated with the latest product information and respond effectively to customers’ questions and grievances. A customer service knowledge base is a valuable training tool to bring new agents to grips with information to share with customers who call in or raise a ticket. Business benefits of a customer support knowledgebase Short customer wait times: Customer service agents can handily refer to their company’s knowledge base to respond quickly and correctly every time. When tickets pile up or phone ring off the…

Customer service can make or break the life cycle of a customer. When your service is good, you are far more likely to see a long relationship with your customers. But how does a business measure its customer service? There are many metrics with which to gauge the success of your business – Net Profit Margin, Monthly Recurring Revenue (MRR), Net Promoter Score, and Customer Acquisition Cost (CAC). While these are all important metrics to consider, in today’s market, one is becoming far more important.  Customer Lifetime Value According to Hubspot, customer lifetime value is “one of the most important metrics to measure at any growing company.” Forbes goes even further, and has called CLV “the only metric that matters.” Before analyzing CLV, one must first understand the customer lifecycle. The Six Stages of the Customer Lifecycle The goal of every business is to convert visitors into paying customers. Another…

What does it take to drive more customers to your business? Do you need to lower your prices to compete with your rivals? Or maybe you should create another product line to attract a new audience? While these tactics can work in some instances, it’s not guaranteed to increase your revenue. If you look at what your customers are demanding, then you’ll see a trend among top-selling brands: Great customer experiences (CX). We find that an astounding 96% of customers say their experience with a business determines their loyalty to that brand. And it appears to be true — roughly 84% of companies that work on their customer experience strategy report an increase in revenue. Some see their bottom line increase between 4% and 8% (compared to others in their industry, who ignore adopting a CX strategy). So what can you do to reap the benefits of customer experience craze?…

The call centre is the backbone of any company, and it is often directly responsible for maintaining the business’ image in the eyes of the public. Support agents can often make or break a business. This, coupled with the fact that consumer expectations are constantly evolving, means that underperformance on the part of call centre agents can cost a company dearly. As a company grows, providing customer support becomes more complex. More products and services mean more potential problems, and more potentially irate customers to deal with. Agents may find themselves requiring more upfront knowledge, and finding the right person or department to direct queries to may also become more difficult. While these challenges must be dealt with as a company grows, they are not the customer’s concern and should be handled behind the scenes so that customers still receive the quick and efficient support they need. This means improving…