How to Make A Customer Service Manager’s Life a Breeze
Mar 24 2016
Being a Customer Service Manager is challenging to say the least. You experience the full force of rage when your company fails to meet a customer’s expectations, whether it’s your fault or not. At the same time, your boss expects you to keep smiling and projecting a friendly and helpful persona in order to put the best face forward for the brand.
3 Approaches to Customer Service that Every Business Should Consider
Mar 10 2016
No two companies do customer service the same way. Functioning under a B2B or B2C model, the number of employees and the platform where your target audience spends most of its time, are all factors which should alter the way your company offers support. In order to choose the best persona to fit the type customer experience your clients expect from you, you first have to know your options and choose the best for the given situation.
Intelligent Digital Service:
What to Consider When
Exploring Virtual Agent Software
Feb 25 2016
If we look around to see how the digital age is taking over, we’ll see that customers are choosing self-service over every other channel. Without the adaptable characteristics of live human interaction, how does customer service accommodate this new trend? There are hundreds if not thousands of solution options out there that address this rising trend, and over the last five years, virtual agents have been among the more popular of them. There are some advantages to this software, but there are also drawbacks. It is important to take a few factors into consideration when looking at virtual agents to meet your self-service needs.
50 Examples of Great CX
Feb 18 2016
Think about the last time you shopped online. Was there a certain site you chose because it made the shopping experience so seamless? Was there a site that frustrated you that you chose another site to make your purchase? Great customer experience can make or break an online shopping experience, and ecommerce sites that offer great customer experiences are leaving those that frustrate customers in the dust.
An Open Letter to Adobe
Feb 11 2016
Adobe's incredible history of innovation cannot be denied or ignored. Having started off designing fonts, the founders of Adobe quickly rose to create some of the most utilized creativity software the world has ever known. Adobe has become synonymous with design and creativity and sits atop their perch without much competition in a variety of software applications. Their support, however, leaves something to be desired and so I've prepared an open letter to let them know how I feel:
When the Walking Knowledge Base Walks Away
Feb 04 2016
Your ‘Walking KBs’ are your most valuable employees. Don’t let them walk away or ‘push’ them to the competition. Treat their time with the utmost respect. There are great digital guidance solutions that will enhance productivity and allow for efficient allocation of resources while providing excellent customer service.
50 Best Customer Service Blogs/Resources
Jan 26 2016
We've rounded up some of the best blogs and online resources in customer service from top executives and thought leaders, to help you reach your customer service goals in 2016. These are our top picks for customer service blog posts, eBooks, white papers, infographics, videos, and webinars where experts share experiences, proven strategies, and tips for improving your customer service and delivering exceptional customer experience.
What Is Self-Service Software?
Jan 21 2016
Self-service software delivers electronic support so that customers can access answers, information, and help online without interacting with a service representative. Essentially, self-service software puts customers in control of their own service experience.
An open letter to ASOS
Jan 14 2016
Your current system is really great but there is always room for improvement - and nanorep exists for that exact purpose. It is certain that ASOS + nanorep would make a winning team. This dynamic duo would give the hard working support team the tools that they need to be even more attentive to the customers that require it.
Customer Service Solutions for an Online Business
Jan 07 2016
Having great customer service is an integral part of surviving in the world of online business. At the same time, attending to the needs of a diverse customer-base is tough, but the rewards far outweigh the drawbacks. By employing these simple tactics, you can build the trust, respect, and loyalty that will lead to successful business relationships for years to come.
5 Ways Good Knowledge Management Can Perform Customer Experience Miracles
Dec 24 2015
What makes a great customer service experience? It may be easier to answer this question if we look at what makes a poor customer service experience. According to a survey conducted by Deloitte, 82% of customers consider accuracy and quality of information to be the most important attribute of the customer experience. Whatever channel your customers use to engage you, they expect their questions to be understood and to receive answers that will resolve their issues. In many cases, they also expect this to happen with a certain level of immediacy.
3 Secrets that Encourage Customer Retention
Dec 17 2015
The ways in which you address your customer base will have a huge impact on how long they’ll remain loyal to your brand. While an amazing website and a well-crafted business model can help you draw customers to your brand, it is your transparency, your consistent branding, and your customer care funnel, that will keep them for years and years.
Customer Loyalty - Why Must it be in Your Focus?
Dec 10 2015
Customer Loyalty is gained by meeting much more than just your customer’s market needs. Loyalty is about going above and beyond to provide them with personal and in depth care. Customers will return to you time-and-time again if you can empathize with their pain points and offer industry solutions that they can rely on for the rest of their lives.
A Matter of Convenience: Personalizing the Customer Service Experience
Dec 03 2015
With all of the advances we’ve seen over the last decade, people have grown more confident interacting with technology and that has translated into higher internet sales and new consumer behavior patterns. What was once a format primarily used for standard communication has evolved into a personal experience - from information to convenience.
2016 Trends: Immediate Results in the Digital Journey
Nov 26 2015
Remember the last time you opened up a live chat and waited to be assisted by a virtual agent?
What you may remember best is ...lag time and lack of relevant information. Most, if not all, of your clients simply don't have the time it takes to wait for precise information from virtual agents. When planning your Customer Experience Strategy, you should be considering the following
Planning your Digital Customer Service Strategy? Don’t make these 5 Terrible Mistakes
Oct 28 2015
The majority of customer service initiatives are natural side effects of running a successful company with a user-friendly website and strong communication in person and online. The fact is that good customer service is an accumulation of doing everything right and exceptional customer service is a result of going beyond with constant UX tracking, heat mapping and constant perfecting.
10 Customer Service Stats You Won't Believe
Aug 06 2015
Customer service trends are moving in a very distinct direction - self-service. It's not just our opinion, but it's showing in every new study coming out. Read these 10 surprising stats about customer service.
5 Secrets to Get the Most Out of Self-Service
Jun 15 2015
There are a few secrets to making your self-service reach it's highest potential, and one of our Senior Customer Service Managers let's you in on some sure fire ways to easily optimize your nanorep digital customer assistant.
Best Customer Service Experience Examples
May 28 2015
Get inspired by the power of strong customer service. These stories are over the top, however it's just as important to deliver the "always there" service from any channel, any touch point and any screen that consistently supports your customers and answers their questions.
How Good Customer Service Benefits Your Business
May 04 2015
Customer service can have a direct impact on conversions and ultimately your bottom line. By providing relevant, contextual information throughout the entire customer journey, you can help eliminate cart abandonment and decision paralysis.
How to Measure Customer Experience
Apr 26 2015
There are a few tried and true tools in the industry that can give a pretty accurate measurement of customer experience. Learn which are right for your customer care program.
The Importance of Customer Satisfaction
Apr 16 2015
Satisfying your customers leads to retention, which drives profits and the ultimate lifetime value of your customers. Learn how to increase customer satisfaction with self-service.
Take the Self-Service Quiz
Apr 02 2015
Wondering how your self-service measures up? We have put together a great self-service infographic to help you check yourself.
How to Measure Customer Service
Mar 30 2015
Although many organizations recognize the value of setting up metrics for measuring customer service, many have not done it. Learn 7 of the most important KPIs for great customer service and happy customers.
How to Retain Customers
Mar 16 2015
Learn how to retain customers to not only increase customer satisfaction, but have a major impact on your bottom line. A 5% increase in customer retention can increase a company's profitability by 75%.
Ways to Improve Customer Service
Mar 03 2015
Customer service can make or break your bottom line. Customers expect an effortless experience when engaging with your brand for support, answers and issue resolution. Here are 8 important tactics you should implement for a killer customer service strategy.
User Interface Best Practices
Feb 18 2015
There is a difference between a "good" interface and a "great" interface. By paying attention to details and your customers experience expectations, you can create a UI that will delight your customers while getting the actions you desire.
Help Desk Best Practices
Feb 11 2015
Learn some practical tips to make the most of your Help Desk. Good customer service doesn't solely rely on Help Desk, but deflects low urgency repetitive questions with a digital customer assistant.
How to Write an FAQ Page
Feb 08 2015
Creating a killer FAQ page is the most elementary step in giving your customers the service they deserve. Help your visitors find the answers they need by presenting you knowledge base in a way that is easy to understand
Are You Valuing Your Customers' Time?
Feb 02 2015
Today's customers are all about saving time and keeping their interactions with your company as friction-less as possible. Learn to value their time and learn to keep your customers coming back.
How to Win Travelers’ Next Mobile Moment
Jan 22 2015
Self-service can seriously impact the travel industry by allowing customers to resolve most issues via mobile. With the many checklists travelers must consider when traveling, having instant resolutions from any touch point adds a lot of ease to the experience.
5 Customer Care Cautionary Tales
Jan 12 2015
Everyone has a few whoppers to share when it comes to terrible customer service stories. Check out these five customer care cautionary tales and don't let your brand become a statistic.
20 Top Brands Are Put to the Test on Twitter
Nov 18 2014
Social media is a very important channel for customer service. Nowadays,anything less than an expedient, personal response to your customers is a loss. Read how 20 UK brands fared on the Twitter customer service test.
The Risk of Wrongful Tone in Customer Service
Nov 09 2014
In successful customer care it's just as important to answer with the appropriate tone as it is to answer with the correct answer. Learn how to tailor your live and automated responses to ensure that you leave your customers feeling satisfied.
The Business Value of Self Service
Apr 23 2014
To the unsuspecting observer, self-service may mistakenly be perceived as a hands-off approach to customer service. Fortunately, self-service is anything but as it provides customers with maximum efficiency and personalization. nanorep explores the business value of self-service.
The Role of Effective Customer Service in Sales
Apr 02 2014
A recently released study by Duke University’s Fuqua School of Business confirms what many in the customer service industry have been saying for a long time: good service sells. The survey determines that good customer service and not price or quality alone affects purchasing decision.
Why Customers Love Self-Service
Mar 25 2014
Customer self-service functionality is great for eCommerce sites, but customers are the ones who really benefit from nanorep’s innovative technology. Learn about the latest and greatest in self-service solutions.
The SEO-Enabled Support Center
Mar 12 2014
naonRep introduces the SEO-enabled support center for great self-service customer support while maximizing search engine visibility and incoming traffic.
The nanorep Ticketing System
Feb 17 2014
Bolster your efficiency and work performance with the nanoRep ticketing system. This intuitive agent tool boosts your customer support software performance.
Customer Service for the Internet of Things
Feb 06 2014
The Internet of Things brings new ways of communication channels to the growing demand for instant customer service. How could brands deal with those changes and what does it mean in terms of the technology.
What Exactly is FAQ Software?
Jan 13 2014
Self-service solutions like FAQs present many advantages both to customers and business. But in today's fast moving and demanding customer experience, it has to be more dynamic and adaptive to bring real value.
Instant Gratification and Customer Satisfaction
Jan 07 2014
Instant gratification and customer satisfaction rarely co-exist, but with customer service experience in the form of rapid, reliable and relevant responses to all customer queries the chances increase dramatically.
Social Q&A or Leveraging Expert Answers
Dec 23 2013
eCommerce sites utilize social Q&A to boost ROI, reduce abandonment and enhance the customer experience, but an improved Web self-service solution that learns experts' (not users) answers and automatically repeats them fits even better.
How to Boost Average Sale Price by 50%
Nov 20 2013
One of the main reasons for not purchasing and cart abandonment is lack of information. Learn how your customer service experience can positively affect eCommerce conversion rates and increase value for every purchase.
How nanorep is Better Than Virtual Agents
Oct 09 2013
Virtual Agents promised to be the future of customer service in terms of effectiveness and efficiency. However, due to some fundamental drawbacks they didn't deliver that promise which lead to smarter solutions such as nanoRep.
The nanorep Self-Service Customer Support Innovation
Sep 29 2013
Customer service and support is a crowded space with numerous software vendors and various types of solutions, but nanorep brings a unique solution designed to solve many traditional challenges. Learn about nanorep's self-service innovation and why it is more efficient than other solutions.
How to Increase Conversion With Customer Service Experience
Sep 09 2013
The ultimate goal of any eCommerce business and online retailer is getting their conversion rate as high as possible. Learn how improving the customer service experience with web self-service tools can immediately boost website's engagement and increase product page conversion rate.
How to Maximize Customer Service with a Knowledge Base
Aug 28 2013
Your online business’ success is dependent on the customer experience you are delivering and your knowledge base is a key to providing great customer experience. Customers expect to get the right information at the right time without having to wait for a reply. These are they most important elements your knowledge base should include.
Top 4 Customer Service Trends for 2013
Aug 15 2013
Customer service becomes the key differentiator that affects customer buying decision. So employing exceptional customer service is a must for staying competitive, especially online. Learn what are the key trends in customer service this year that your company must embrace.
How to Prepare Online Customer Service for the Holidays
Aug 01 2013
It is no secret that during the holiday season retailers experience a huge increase in traffic and demand. Join us for this free webinar and learn how you could maximize online sales and customer satisfaction during the holiday season by sustaining a high level of customer service regardless of the seasonal growth in incoming inquiries or tickets.
6 Things Your eCommerce Product Page Must Have
Jul 29 2013
The significant of each of your eCommerce product pages has grown tremendously in the past few years. As a result, the quality of the page, including the content and the customer experience are extremely important to get customers to your website and to generate sales. Here are six things which every eCommerce product page must include.
4 Tips to Improve Online Customer Service
Jul 11 2013
It is no secret that the quality of your customer service has huge impact on your sales, so what can we do in order to improve the online customer service? Here are four quick tips on making our customers feel welcome and help them easily find the information they need.
Why Every Retailer Needs a Mobile Presence
Jun 05 2013
Mobile commerce (m-commerce) is expanding very fast as consumers increasingly own more smartphones and feel more comfortable shopping on their smartphones. This translates into 71% increase in mobile commerce revenue which is why retailers cannot ignore the need to provide good mobile shopping experience.
How Responsive is Your Customer Service?
May 27 2013
As the technology advances and the world moves faster, our attention spans as consumers are declining. Businesses must catch our attention quickly and reply to customer interactions immediately so they are not lost. Is Your Customer Service adjusted for today's short user attention span?
Why Your Customers Need to Trust Your Website
May 20 2013
While price is obviously important for making online purchase decisions, shoppers are increasingly looking for more reliable brands and websites that deliver both entertaining and secure shopping experiences. So retailers need to focus on creating a trustworthy environment via their customer service and shopping experience.
Align Your Customer Experience Across All Channels
May 02 2013
Companies that engage with their customers via different channels have more loyal customers who spend 20%-40% more. Learn how to provide the same high-level customer service on all your online channels such as your website, Facebook page, and mobile website.
Improving SEO with Customer Engagement
Apr 22 2013
The push to rank in the top ten Google search results has always been intense. But focusing only on SEO and other pre-click marketing is not good enough anymore. In order to get high rankings, the post-click performance such as customer engagement and conversion rates has to be good as well.
Converting online visitors through customer service
Mar 18 2013
Online retailers make large investments in developing great websites, but in order to convert traffic to actual sales it is essential to understand the drive behind online purchasing decisions and the importance in customer service to achieving it.
Online Customer Service Tips for Targeting Older Buyers
Jan 28 2013
Baby Boomers and senior citizens are using the Internet at ever-increasing rates. Nearly 20% of senior citizens buy groceries on the Internet and that almost 25% purchase vacations online. So what do you need to do on your site not to miss out on this greatest purchasing power.
After all, Baby Boomers are the generation with the greatest purchasing power. If you do not market to them (assuming your product or service is relevant) in the optimal way and ensure that your customer service solution is responsive to their needs, you will miss out on a potentially-lucrative audience.
12 Social-Media Networking Tips
Sep 06 2012
As Shop.org Summit approaches in Denver, Colorado, the nanoRep team is hard at work preparing the snazziest and most fun booth yet! Though the event isn’t for another week, our sales and marketing team is working hard to network up a storm before the exciting 3-day trade show. We’ve come up with a list of 12 social media networking tips – before, during and after the event to guarantee a successful and productive trip to Denver.
Customer-Satisfaction Results and the U.S. Economy
Sep 03 2012
Americans have higher customer satisfaction results with online retail likely because customer service on the Web – when done correctly – is extremely quick and efficient. In physical stores, people must wait in line, talk with a clerk who is almost always being interrupted, and then wait for an answer while he discusses the issue with a manager. The minutes can feel like hours.
Quality Customer Satisfaction and Question Identification
Aug 21 2012
Quality customer satisfaction is no longer just about answering questions after the purchase has been completed – as more and more transactions are occur online, customer support is now part of the sales process itself. And you cannot provide this essential service unless you know first what questions your potential customers will have.
Total Customer Satisfaction with SEO Benefits for You
Aug 20 2012
Today, in the Web 2.0 and forthcoming Web 3.0 (semantic) worlds, two important things (among others) have changed – both the user experience and search-engine optimization (SEO) tactics. When you design or revamp a business website, you now need to keep total customer satisfaction in mind – and your “customers” now are both those who pay for your product or service as well as Google itself. A better customer experience online will help your SEO, and SEO will bring more leads to your website from Google Search. Both factors influence and affect each other.
Customer-Satisfaction Factors and Performance
Aug 08 2012
What are the customer-satisfaction factors that will determine whether your company will succeed or fail? Unless you know exactly what your clients expect of your website – as well as from your firm as a whole – then it will be largely impossible to meet those expectations.
Sell More Online in Your Sales Funnel
Jul 29 2012
If a potential customer finds good, immediate answers to questions at any step in the sales funnel, then he or she will be much more likely to advance to the next stage – and then, in the end, make a purchase. After all, every unanswered question raises a “red flag” – a doubt in the person’s mind that may subconsciously cause him or her to leave the website without making a purchase.
How to Reduce Support Costs to Increase Your Profits
Jul 18 2012
Instead of relying on the latest management theories and best practices, the best way to reduce support costs is to minimize the amount of support that potential and current customers need in the first place. An efficient support department might cut the cost of a phone call from $6 to $2 – but eliminating the call altogether reduces the cost from $6 to $0.
How Chat Integration Can Save You Money
Jul 12 2012
By integrating online chat with an extensive, self-learning knowledge base, your company can easily save on the expensive costs of having a live representative answering each and every question on your website. Learn more in this post
How Much is a Customer-Support Salary?
Jul 05 2012
A customer-support engineer at Cisco, depending on his level, makes between $50,000 and $144,000 a year. A customer-support specialist at SuccessFactors earns roughly $55,000. Throughout the United States, the average customer-support salary is $54,000. And that cost is before payroll taxes, health insurance, and benefits.
Achieve Customer Satisfaction with Company Culture
Jul 03 2012
Customer satisfaction is the "sum" of experiences that your customers and clients have when dealing with your company. To achieve customer satisfaction, your support department must change its culture and the way it interacts with people online. This way, both your customers and your company will win.
Measures of Customer Satisfaction- Online vs. In-Store
May 15 2012
Half of online customer feedback comes from those that bought products in store, according to Bazaar voice’s Conversation Index. The report, which is based on more than 11m pieces of user-generated content created over the past three to six months, also found that these shoppers prove to be less satisfied with the products they purchased than those who buy online.
A Dramatic Change in Customer Service Calls
Apr 01 2012
With a renewed focus on delivering higher quality and more efficient customer interactions, many companies are now bringing their contact center positions back- home… literally. Recent findings from Ovum, a leading research and consulting firm, indicate that less than 5% of enterprises in North America, Western Europe and Australia are planning to offshore their contact centers over the coming 2 years, while the leading virtual home providers are growing in excess of 50%.
How a Self-Learning System Prevents Email Overload
Dec 08 2011
Growing company that answers 100% of its incoming emails must continuously hire more agents resulting in increased expenses with less profit. Most of the incoming queries are repetitive questions which become very boring for the agents, resulting in 8-12 months job turnaround, with lost of knowhow when agents leave. How can you adress your business growth more effectively?
How a Hosted Contact Center Can Help Your Business
Sep 11 2011
One of the initial attractions of hosted contact centers is their affordable cost structure. In sharp contrast to on-premises solutions that require a steep capital expenditure, a hosted solution requires only a one-time set up fee plus a modest monthly per-seat price.
Increasing Web Conversion Rate Is Your Top Priority
Aug 10 2011
Confusion is the number one reason people leave websites. If your site does not follow web standards or has a difficult-to-use interface, or does not clearly present the uniqueness of your product, many visitors will become frustrated and leave. Conversion Analysis
How the Help-Desk Cloud Will Help Your Customer Support
Aug 04 2011
On-premises contact centers were once the only reliable choice for the enterprise, a necessary investment with no real alternatives. With the advent of SaaS (Software-as-a-Service), this is no longer true. SaaS vendors have proven their ability to deliver measurable value, causing a permanent and fundamental shift in the way technology is delivered and managed.
Why Your Web Support System Needs Social Media
Jul 28 2011
Social media platforms have seen an unprecedented growth in user numbers over the past 12 months with more people logging in every day than ever before. So how do you successfully create a customer support strategy for social media.
Contact Center Research- On-Site Versus SaaS
Jul 12 2011
On-premise solutions are more expensive in the long term when software licenses and hardware costs are amortized due to the ongoing operating expenses of IT (staff, maintenance, support, upgrades to the system and hardware, security and reliable facilities with appropriate network and telephone connections).Hosted contact center solutions deliver the functionality of a multi-million dollar, on-premise solution for a low subscription fee. That fee is typically a fraction of the operating expense of on-premise solutions.
Help Desk Tickets Should Be Replaced by Instant Answers
Jun 23 2011
s hard to satisfy customers if you don't understand them. However, you will win their loyalty if you let them ask their questions in free text and then accurately answer their questions in real-time. Their inquiry is your opportunity to convert them into loyal customers, and satisfied customers generally return for additional online purchases.
Address Customer Expectations & Satisfaction to Help Sales
May 11 2011
Satisfied customers return for additional online purchases. Customers who enjoy a high quality shopping experience and get answers when they need them are more likely to become loyal customers, just as they will abandon the websites that do not provide an easy and immediate way to get their questions answered. Design your online support center to provide prompt and accessible answers to your customers…and most important…stand behind every answer you give.
How to Increase Customer Satisfaction & Value
Apr 22 2011
As many of the people using social media are dissatisfied customers that express their dissatisfaction publically in a company’s Forum, companies need to get the necessary policies together for providing support over social media and also decide if that is the right place to have a customer support contact. Unfortunately, call center staffers aren’t always educated on their company’s other support options. In fact, often a completely different department has responsibility over the self-service website or the mobile support application, and nobody thought to train customer support reps on these technologies.
How to Reduce Enterprise Costs in Customer Support
Apr 05 2011
The essence of a SaaS product is not the technology itself, but in how that functionality is actually used. It’s the service, not the software. What you’re really buying is a relationship over time that will enable your company to consistently increase productivity and profitability.
The New Customer-Satisfaction Model
Mar 11 2011
Customers have a new choice to cancel their SaaS subscription commitment when their support expectation fails. Consequently, sales do not own the customer relationship any longer. Professional customer support provided in real-time is the new owner of the customer relationship and that’s what nanorep is designed for.
The New Levels of Customer Satisfaction
Feb 15 2011
Customer Support finally comes of age within the company, reinventing itself as an authentic profession. nanorep exposes your product value by providing professional answers to your customers’ question. That value, that outcome, not the code, is what the customer truly wants to buy, and will pay well for.
Comparing Customer Support Costs
Dec 21 2010
The bigger the company, the higher the support cost. For example, a support call costs $7-$33 depending on your company size. If you're looking to decrease the heavy burden of support costs, just look for creative ways and technologies that will enable you to do it.
Game Theory and Customer Satisfaction
Nov 10 2010
One of the studies brought in the book: The Game Theory by Roger B. Myerson teaches us about human behavior when dealing with money. Read this article and learn why customer satisfaction theory shows that people are easy to fire or understand than search engines
Customer Satisfaction Service Quality & Shopping Carts
Oct 15 2010
How big of a problem is cart abandonment to you? Most statistics say that average cart abandonment reaches 70% of all filled carts. This figure rises in the run up to the holiday season. Last year from Labor Day through November 15, the number of online sales fell by almost 56 percent compared with the volume for the previous months, and shopping cart abandonment rates shot up, peaking at 83 percent.