Getting customer service right is a critical part of any business. Without customers, what are you in business for? And if you don’t get customer service right, 91% of customers will leave a brand after just one bad experience. This is why it’s so important to ensure the team and technology can keep customers happy. It’s all about getting the right people and giving the right message.The crux of the matter is that customer service…
Artificial Intelligence (AI) has transformed from a nascent field in the 1950s into a ubiquitous presence in 2022. If you have an Alexa device, use voice recognition software on your phone or other mobile devices, type queries in a search engine like Google, or interact with a chatbot on a website, you are interacting with an AI system. According to Stuart J. Russell and Peter Norvig in the textbook Artificial Intelligence: A Modern Approach, the…
Microsoft Word is the most popular word processing program on the planet. It’s easy to use, comes with multiple add-ons and features, and is useful in both personal and professional settings. But one of the areas where it misses the mark is its grammar checker. What Is Wrong With The Built-in Microsoft Word Grammar Checker? MS Word’s built-in grammar checker performs its function tolerably well. It checks for spelling and grammar errors, and typically it…
Responding to customer complaint emails is part and parcel of running a company. The unfortunate fact is that no matter how awesome your products or services are, someone is always going to have a negative opinion or experience. That’s why it’s important for customer service folks to know how to write an appropriate email response to customer complaints. Maybe one of your customers is just having a bad day and doesn’t like the fact that…
Impeccable customer service is a critical component of building revenue and overall business success. In fact, it’s proven by research that 71% of users believe that a quick response from your agents improves their customer experience. This is why chat macros are essential for every customer support team. Since live chat is nowadays the most popular of all communication channels, it’s pretty obvious you need to step up your game. Chat macros are an excellent…
When you visit a website, you’ve probably noticed a little window open on the right side of your screen, followed by a message saying, “How can we help you?” or something to that effect. That “person” on the other end that appears to be sending you a message is not a human; it’s a chatbot. via GIPHY Chances are that if you’ve ever interacted with a chatbot, your experiences have been both good and bad.…
The heroes of customer support are dealing with more challenges now than ever before. To be on top of the game, besides everyday multitasking, these people need to be fast. As fast as possible, since quick first response time is what keeps customers happy. And without them, you don’t have a business. That’s why being able to reduce your first response time or average handle time is an extremely important task as a customer support…
Have you ever thought about how much time we waste writing emails? First, we write a rough draft. Then, we pore over it word by word, sentence by sentence, to make sure we’ve included every detail relevant to our subject. Then comes the most challenging part of all: we must check our spelling and grammar so that we don’t sound like complete dunces to the person (or people) we’re sending the email to. This process…
