eringilliam: customer-service*

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  1. It might seem like a good idea to use email to resolve customer issues or to simply solve customer issues wherever they find you. It’s simple. It’s cost-saving. But you know what else it is? Messy and risky. Messy, because your communications with customers are all over the place. There’s not a single, unified platform to manage your customers. Risky, because you can easily overlook customers’ messages from email. While it may be unintentional, you are more likely to neglect your customer issues and lose them, which isn’t exactly good for business. Enter customer service software.
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  2. Customer is indeed the king. In today’s market, we – as customers – have become accustomed to getting what we want. From personalised interactions and connected experiences across channels, we have set the bar high and this is no different with customer service. In fact, according to a HubSpot study, consumers are now more impatient than ever. Nearly 90% of them deem “immediate” online response (within 10 minutes) from businesses very important when they have questions. It’s no wonder live chat software is becoming increasingly important and popular among marketers and salespeople.
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  3. If you’re a business but not on social media already, then you need to be. If you already have social media presence, it’s important that you are active and responsive.

    Social media is an extremely important customer service tool—in fact your most important customer service tool these days—here’s why:
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  4. When you have a customer service team that answers emails and messages on social media, takes phone calls and places orders, it’s easy to become removed from your customers’ experiences. Without your personal touch in your company's customer service experience, you may be withholding your unique spirit and style from your customer base. It could soon start to take on the values of your employees who were here yesterday but may not be there tomorrow.
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  5. In customer service, if you hear the word “optimal,” it’s most likely modifying “Support Experience.” As in, how can we deliver the optimal support experience? It’s an ambitious goal but a worthwhile one. To get there, focus not only on making (and keeping) your customers happy, but your agents as well.

    In other words, support is the result of a successful connection between the customer and the agent. You simply can’t offer optimal, or even decent, support without that.
    So, if you want optimal support, you need to focus on your agents and what they need. The best place to start is with a little knowledge and understanding.
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