Customer Service Blog
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Key Metrics to Measure the Efficacy of Your E-Commerce Customer Support
Customer service is important, very important. Stats show that almost 80% of companies believe that they provide “exceptional service” to their customers. However, the reality is far from it. This misconception on the part of the companies compromises the quality of...
Uncertain Times Call for Customer-First Approach. But How Do You Do That?
We’ve mentioned it before that retaining an old customer is cheaper than roping in a new one. But beyond retention, existing customers are essential because they trust the brand. And when people trust a brand, 83% will recommend it to others, and 82% will continue to...
Key Customer Retention Strategies That Work Like a Charm for your E-Commerce Store
Gartner Group says that 20% of your existing customers will bring in 80% of your future revenue. Bain and Company mention that attracting new customers is 5 to 25X more expensive than retaining old ones. These two statistics paint two clear pictures, a) more sales...
Knowledge Base: Key to Customer Delight and Better Customer Support
A study by Harvard Business Review found that 65% of customers expect a resolution to their issue at the first contact. Why? Because in an increasingly busy world, your customers don’t wish to wait for a day or two for you to either pick up their phone call or reply...
Customer Success Strategies That Truly Work For your E-commerce Store
The E-commerce industry is scaling at a rapid pace. New brands are taking over the market by storm, and newer technology and innovations are changing the horizon of how businesses are being done. This is also scaling the competition between rival brands. With so many...
7 Ways to Tackle Customer Churn for SaaS in a Recession
How the current scenario will change the SaaS world in the short and long term is anybody’s guess. But what is clear is that as customers adapt to the altering environment, every SaaS company must gear itself for customer churn. How do you address the churn? By...
7 Efficient Ways To Reduce Customer Service Response Time
One of the cardinal rules of good customer service is responding to customers as fast as possible. It sets the tone for the rest of the conversation and can boost the overall productivity of your customer support team. No wonder, response time is a metric that is...
8 Qualities of Exceptional Customer Support
What makes customer support truly exceptional? Some companies like Salesforce define exceptional service as “building relationships with customers” while others prefer the term “proactive service”. In fact, businesses worldwide are spending a lot of time and money to...
Why Tone of Voice Matters in Customer Service, ESPECIALLY Online
An upbeat tone of voice that conveys a genuine desire to help is critical to building a lasting relationship with customers. Don’t let the word ‘voice’ fool you. Tone does not apply to verbal conversations alone, it relates equally to any content you put out,...
