Every aspect of your business has its own terminology. These terminologies facilitate better internal communication and also improves their customer communications. Additionally, this helps in team and individual evaluation as well. In this post, we are listing the most common customer support terms and definitions. Customer Support Terms and Definitions Average Problem Resolution Time The […]
Why Should You Delete Your FAQ Page?
If you are wondering why users don’t read FAQ, then you are not alone in the world. There are several other companies investing their time, energy and resources in writing FAQs and still, users are coming on the support chat asking the same set of basic questions. When was the last time you went and […]
How To Hire For Customer Support/Service?
Don’t hire just because they Talk well Have prior experience in international support teams Have or don’t have the technical knowledge Are ready to take a pay cut Most successful teams are so because they have the right combination of product, team, distribution, and differentiation. Here the buzz word is team. Like your product or engineering team, your […]
Aligning Sales, Marketing, and Support for Revenue Growth
Business owners rely on a lot of metrics to evaluate whether their business is growing or taking a toll down the hill. Monthly active users, month-by-month growth rate, user retention rate and what not? But at the end of the day, what matters is how your overall revenue is fairing against the cost of acquiring customers. […]
How to Improve Customer Support?
Starting a company is not easy. What’s harder is hiring good people who buy-in into your vision. And what’s even harder than that? — It’s keeping your customers happy. Traditionally, the way to do this would be to hire enough manpower to cater to all the customers. A rather simple solution! Though it is not something that […]
Important Customer Support Team Metrics that You Should Consider
Why do we need support? Because Things break. And it takes time to fix things. And when things break customers get angry and frustrated. And when they need help, your support team is the one to take the mantle! Supporting customers is hard. But it shouldn’t be hard to analyze and measure your support teams performance. Of course, the […]
All You Need to Know About GDPR — Explained
Everyone is talking about it — What is GDPR, anyway? General Data Protection Regulation (GDPR) is the new European Union privacy law, approved in 2016 jointly by European Parliament, the Council of the European Union and the European Commission. GDPR will replace the existing European Data Protection Directive (which btw, came into the picture in 1995), […]
Bots Are Here To Stay — So Are Your Customer Support Agents
Chatbots today are where websites were in the mid-1990s. They’re basic, but they have a fundamental friction advantage. And they will get better and better until they’re indistinguishable from native apps. Ted Livingston, CEO of Kik Messenger, pinned it in a famous blog post. Many tech visionaries have been touting similar future for chatbots and conversational […]
You Need Live Chat For Your Website — Here’s Why
Businesses both old and new are likely to understand the importance that customer service holds. Today, with the rapid development of technology, a customer’s expectations are growing too. People expect much more from businesses when it comes to the service they receive. In order to keep up with the increasing demand, businesses need to move […]
How to Reduce Customer Churn?
In the current cut-throat and intensely competitive market environment, effective customer support is the surest way to ensure that the products and services provided by your organization are of the highest quality and have the extra edge over your competitors. Your products or services should be cost-effective and always guarantee total customer satisfaction by properly […]