COVID-19 threw a spanner in the works for the support team at Hiver and most of the world alike. With social isolation becoming the need of the hour, we transitioned into a remote team overnight. At the same time, we could not afford to leave our customers waiting when they reached out to us. It was imperative that we manage the transition seamlessly.
https://hiverhq.com/blog/how-hiver-remote-work/
There’s a strong chance you and your dev team are already relying on Jira for backlog management of technical projects, assigning bugs and scheduling sprints. And while Jira can be fantastic for managing these aspects, it has downsides as a thorough system of record for product management; most importantly, Jira often becomes a dumping ground for feedback and ideas without any purposeful priorities. A black hole of input makes Agile development methods really tricky.
https://community.uservoice.com/blog/top-5-reasons-your-jira-backlog-fails-you/
For those of you who missed our latest webinar with special guest from major travel organisation TUI, we’ve got you covered. In this webinar, Mopinion is joined by special guest Marieke Verbossen from major travel organisation and winner of the Shopping Award’s Publieksprijs XL (for Vacations & Travel Tickets), TUI. She shares some interesting details of how TUI gathers and gets the most out of their online customer feedback data.
https://mopinion.com/missed-our-webinar-tui/
Mopinion has added a new feature to couple metadata, such as user info, app version (and more) with user feedback within your Mobile SDK! This new feature equips Mopinion users with deeper insights into how certain app users or customers (based on demographics, interests, location, etc.) experience their mobile app. With these insights, users can personalise and optimise the online customer journey for their customers, while simultaneously increasing customer satisfaction and loyalty.
https://mopinion.com/add-metadata-to-your-feedback-within-the-mobile-sdk/
Recently, when I was checking what’s new on Linkedin, I came across an interesting post. One of the Customer Service Champions members asked a question:
Why are Customer Support and Customer Service not important to early-stage startups?
She described a chat she had with a founder of a startup about starting a job with them. When she mentioned company’s bad reviews on social media, the founder responded that they were too busy to focus on such an insignificant problem.
Whoa, I said to myself.
https://www.livechatinc.com/blog/questions-customer-feedback-survey/
An angry customer is a business nightmare, right?
Wrong.
An angry customer is a business opportunity.
If you handle your complaints process right, you can transform an angry customer into a brand advocate and a high-value return customer. Marketing professors Michael McCullough and Sundar Bharadwaj talk about something they call the service recovery paradox, which they define as:
The result of a very positive service recovery, causing a level of customer satisfaction and/or customer loyalty even greater than that expected if no service failure had happened.
Your customers come to you to get their problems solved, and a customer with a complaint is handing you a golden opportunity to show how you excel at that.
Here’s how to make that happen.
https://www.livechatinc.com/blog/turn-customer-wrath-into-wins/
Customer service surveys allow you to take a peek into your customers’ minds. You can learn about their problems, needs and do something about them. It’s your very own customer service magic. But instead of a crystal ball, you need a few, well worded customer service survey questions.
Without some form of a survey for your customers, you are forced to guess and make estimates when it comes to your customers’ satisfaction. And going only by your gut when making business decisions is not the most reliable option.
Start making more informed business decisions by collecting customer feedback. See what customer service survey questions you should ask and how you should do it to get the best results.
https://www.livechatinc.com/blog/customer-service-survey-questions/
It’s a tale as old as the Internet. Essential basics of human interaction get lost in the flash and promise of technology. Time and again, we must take a step back, reconnect, and make sure the technology is serving us, and not the other way around.
I see it happening again with big data and customer analytics. We now have immense power to collect, correlate, and manipulate data to produce more precise customer profiles, marketing strategies, and sales trends. These capabilities are nascent in most companies; many are still figuring out which metrics will produce the most valuable insights.
But metrics and models will never give us all the answers we need to understand the voice of our customer. The most valuable messages can get lost in the deluge of data, and even the best analyses still require expert human interpretation before they can be put to practical use. Without true engagement, I see all those insights mined from surveys, customer tracking, and social media as gold nuggets piled high in carts but stuck below ground in the mine.
https://techspective.net/2017/11/07/build-employee-customer-engagement-feedback-loop/
Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions.
Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. It is true that without satisfaction, customers will not return to a hotel or restaurant. And they will almost certainly share their (bad) experiences with anyone who will listen.
Hospitality is also one of the industries that receives the most comments online, thanks to TripAdvisor and other booking sites. There is no hiding from their clients for hospitality! While I empathise, it’s not all bad news. This is because it also means that great service will also be more quickly seen online. Therefore you can make changes and see the results almost immediately, or at least far quicker than in most other businesses.
Read full article.
http://customerthink.com/fundamentals-of-a-customer-first-strategy-for-every-industry/
Magento is a well-known ecommerce platform, recently acquired by Adobe. It offers two distinct platforms: Magento Open Source and Magento Commerce (or Magento 2). Supported by global network of nearly 1,150 solution and technology partners, Magento has a library of almost 5,000 extensions, created by other developers that ‘extend’ the functionality of the platform. These extensions range anywhere from Accounting & Finance to Customer Support and Reporting & Analytics to Shipping & Fulfillment and much more. There are also several notable user feedback extensions that are ideal for getting your customer feedback programme up and running.
https://mopinion.com/magento-user-feedback-extensions/
