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Self-Service Era



tools and knowledge
from nanoRep


Sales blog highlights

Salesforce implementation with nanorep

Empower your Agents to Work Smarter with nanorep for Salesforce

Aug 31 2015

nanorep's integration with Salesforce empowers your agents with self-service for easy knowledge base searches and optimization to ensure that your customers get the right answers, every time.

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10 Customer Service Stats

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.

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Self-service Future of Customer Care

The Future of Customer Care is Self-Service Tools

Jul 30 2015

Self-service tools aren't merely a knowledge base widget, they are self-learning, automatically optimizing and personally escorting your customers through more high-touch issues.

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Improve Engagement with Knowledge Base Software

5 Ways Knowledge Base Software Improves Customer Engagement

Jul 15 2015

The right knowledge base software will improve customer engagement, upgrade the customer experience and impact conversion as well as satisfaction. Still not sold? Read these 5 ways that KB software can reinvent your site experience.

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6 Self-Service Pilfalls

6 Common Mistakes To Avoid with Self-Service Tools

Jul 01 2015

Yes! You do need self-service, but before you get ahead of yourself, please take the time to learn about these 6 pitfalls you should try hard to avoid.

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Optimizing Self-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.

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Ask nanorep for Zendesk

How to Increase Agent Productivity in Zendesk

Jun 15 2015

nanorep has just released a solution in the Zendesk app marketplace for agent-facing self-service. Learn how you can integrate Zendesk with nanorep for increased agent produtivity, CSAT and more.

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Best Customer Service Examples

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.

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Crowdsource Millennials

How to Crowdsource Millennial Customer Service

May 19 2015

Ecommerce faces the challenge of delivering an "always-on" customer experience (driving by Millennials' behavior) while keeping costs minimal. Self-service helps bridge this gap.

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How to Develop Customers for Life

7 Ways to Develop Customers for Life

May 12 2015

Enjoy this guest post by Angela Weber-Hahnsberg, the VP of Content Development for Marketing Zen. Here are the 7 ways to make your customers loyal for life.

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Customer Service Impacts Your Business

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.

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Ways to measure customer experience

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.

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Customer Satisfaction Importance

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.

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Take nanorep's self-service quiz

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.

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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.

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how to retain customers nanorep

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%.

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How to Measure Customer Service

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.

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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.

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Help Desk Best Practices

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.

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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

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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.

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Increase Website Conversions nanorep

How to Increase Website Conversion

Jan 29 2015

Learn how to increase website conversion with testing and content optimization. Self-service engagement platforms present relevant offers to questions.

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nanorep travel industry mobile customers

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.

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5 Customer Care Cautionary Tales by nanorep

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.

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10 Changes to Make in 2015

The 10 Customer Service Changes to Make in 2015 [INFOGRAPHIC]

Jan 01 2015

2015 is upon us and now is the perfect time to take proper stock of your customer care plan and make the necessary changes for great success this year.

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Introducing Generation Y - blog post

Generation Y, The Convenience Customers [INFOGRAPHIC]

Dec 23 2014

To effectively engage with Millenials, you need a customer service plan that is personalized, direct and including many touchpoints. Learn the right engagement strategy for this emerging customer base with this infographic.

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VIDEO: Drive Customer Loyalty

VIDEO - Thinking is Bad, Drive Customer Loyalty by Simplifying Your Service Experience

Dec 15 2014

Jim Tincher, author of Heart of the Customer, hosted a webinar sharing how to drive customer loyalty. How hard is it to be your customer? There is a direct correlation with customer effort and a decrease in loyalty. Time to simplify.

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20 Brands on Twitter

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.

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Right tone in customer service

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.

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Travel Made Easy with nanorep Technology

Jun 02 2014

nanorep's digital customer assistant offers many inherent benefits to the travel industry including greater customer satisfaction due to improved experience and deflection.

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The Business Value of Self Service

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.

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The Role of Effective Customer Service in Sales

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.

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Why Customers Love Self-Service

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.

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SEO enabled Customer Support Center

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.

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nanoRep ticketing System

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.

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Customer Service in the Age of the Internet of Things

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.

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FAQ Software

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.

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Instant Gratification and Customer Satisfaction

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.

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Social Q&A

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.

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Increase sales

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.

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customer support search engine

What is The Best Search Engine for Helping Your Customers

Nov 06 2013

Search engine technologies evolved to offer different types of searches according to purpose and the type of end user it serves. Before you make a decision about implementing a search solution you should understand your needs and goals first.

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customer analytics

Increase Sales With Your Customer Service Analytics

Oct 24 2013

nanorep customer analytics brings important insights for the marketing and sales departments, as well as to the customer service & support teams. This allows any organization to make better decisions and increase performance.

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virtual agents alternative

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.

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self-service support

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.

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increase conversion rates

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.

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knowledge base software

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.

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customer service trends

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.

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customer service for the holidays

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.

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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.

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online customer service

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.

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The Omni-Channel Retail Customer Experience & Customer Service

Jun 19 2013

Omni-Channel Retailing is an evolution of multi-channel retailing which puts emphasis on a seamless approach to the customer experience through all available shopping channels. Multi-channel shoppers spend 15% to 30% more than those who use only one channel, so the benefit of aligning customer service and experience on all channels is obvious.

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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.

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How Responsive is Your Customer Service?

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?

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Why Your Customers Need to Trust Your Website

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.

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Align Your Customer Experience Across All Channels

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.

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Customer Engagement for Forex SEO

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.

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From Mass Marketing to Behavioral Targeting & Service

The Importance of Cross-Channel Customer Experience

Apr 07 2013

In the world of multi-channel retail, improving loyalty means giving customers an exceptional customer experience, so more internet retailers open physical stores as “showrooms” so their customers can evaluate the products and develop brand recognition.

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From Mass Marketing to Behavioral Targeting & Service

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.

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From Mass Marketing to Behavioral Targeting & Service

From Mass Marketing to Behavioral Targeting & Service

Mar 05 2013

In the “Mad Men” era businesses used mass marketing to sell to a general audience, but today they use niche targeting and even behavioral targeting to differentiate within your niche further and get better results.

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How great customer service can lead to more online revenues

How Great Customer Service Can Lead to More Online Revenues

Feb 26 2013

It is no secret that online sales are constantly growing. In 2012 e-commerce sales grew 21% to top $1 trillion for the first time. One of the reasons for this growth is the constant improvement in customer experience & customer service.

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customer satisfaction

Show Your Online Customers Some Love

Feb 13 2013

Brick-and-mortar stores might offer smiling staff, free coffee, and other items to create a pleasant shopping experience. But websites can and need to provide that kind of experience as well. Websites that give a “valentine” to their potential customers by applying personal shopping experience to help them, are much more likely to have satisfied customers and as a result, more purchases.

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need for customer satisfaction

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.

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need for customer satisfaction

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.

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customer satisfaction results

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.

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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.

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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.

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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.

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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.

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reduce support costs

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.

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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

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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.

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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.

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Improve Customer Experience with a New Knowledge-Base System

Jun 28 2012

nanorep’s self-learning knowledge-base system deflects 90% of repetitive customer-support emails and web inquiries.

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Finance Firms Looking for Value in Software-Support Systems

May 15 2012

Web chat, instant messaging and online self service increasingly on the agenda as reducing costs seen as more important than improving the customer experience

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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.

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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%.

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Delivering a Good Customer Experience that Counts

Mar 18 2012

Customer experience' is one of those amorphous terms that is increasingly used in the corporate language nowadays. Increasing your customers experience is about feelings and the goal is to reach your customers heart.

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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?

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Virtual Agent Services vs. nanorep's Software

Nov 21 2011

Take a look at some of the key differences between nanorep and Virtual Agent Solutions. Is self-service the right solution for you?

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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.

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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

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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.

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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.

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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.

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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.

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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.

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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.

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Why You Should Answer Help-Desk Questions in 3 Seconds

Apr 13 2011

A fraction of a second, that's all you have when you're trying to sell a product online. The average time spent for a user to stay in a new site is 00:03 seconds.

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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.

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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.

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Answer the Need for Customer Satisfaction with nanorep

Mar 08 2011

A more energy-efficient workforce. Hosted contact centers have the ability to support agents working in local or home-based environments, thus contributing to less congestion and reduced carbon emissions.

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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.

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The Impact of Customer Satisfaction on Web Service Firms

Jan 20 2011

Web service companies have the highest viral growth potential among all the internet-based industries, provided they handle their customers' questions and concerns properly.

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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.

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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

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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.

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Customers Don't Ask a Help Desk or FAQ Page?

Oct 13 2010

Have you ever navigated through an FAQ page? We bet you didn't. In fact, 82% of heavy internet users testified that they have never used an FAQ page.

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High Customer Satisfaction- Support Centers vs. Web Forums

Sep 29 2010

Comparison between nanorep Support Center and Community Support Forum

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Reach Your Customer-Satisfaction Objectives with nanorep

Sep 28 2010

We'll take a look at how nanorep helps your Customer Support team

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