A knowledge base refers to the technology used to store complex structured and unstructured information used by a computer system. It is a way of sharing, organizing and managing common knowledge which further provides a way of transmitting essential information to the customer. These days, we have a number of knowledge base software that provide a business with more tailored tools for knowledge management:
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You may ask me: What’s the need to add a personal touch to a business’s live chat support?
Well, that’s because apart from the customers’ obvious needs for which they end up on your website, they also have psychological needs. Every business needs to fulfill these needs so as to turn its website visitors into paying customers! This can be easily done by adding a human touch to its live chat support so as to facilitate warmer customer-agent interactions.
Read on to discover the best tips to personalize live chat interactions:
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Technology is continuously evolving. So are the e-commerce trends. Due to the competitive nature of the businesses, some of the trends may continue to rock and the others may fade away. In order to keep up with the latest challenges in the online market, one needs to be aware of the latest e-commerce trends. That’s what we are here to help you with!
Read on to know the topmost e-commerce trends that’ll rock 2018!
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Customers love having choices. They love being valued. They love their opinions being voiced. And a business that never fails to provide all this, is the one that has the highest customer loyalty and is eventually successful!
A customer loyalty program is one of the many ways of making your customers feel appreciated and encourage them to be with you for long. Personalisation encompasses activities like an advanced access to new products, special discounts on certain products and so on. Successful loyalty programs help the businesses to strengthen their relationships with their customers.
Now the question is, what all makes a customer loyalty program successful?
Read on to know the answer:
Continue reading “Clever hacks to make your customer loyalty programme a success”
In a world like today, where most of the businesses swear by the power of a live chat support on their websites, there are still a number of others who are reluctant to use the impeccable support tool for their business.
The reason?
Continue reading “Lesser known live chat support myths that need to vanish asap!”
Customer acquisition cost (CAC) refers to the cost associated with convincing a customer to buy a product/service. It includes the cost of the product and the cost incurred on research and marketing efforts as well. It holds a significant role in calculating the value of the customer to the company as well as the ROI of acquisition. It’s imperative that lower the cost, greater the success of the business. Here are some amazing tips to effectively reduce customer acquisition cost.
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Facebook is a great place to be individually or as a business! When you take your business online especially Facebook, you get vast opportunities to boost its success. When it comes to lead generation, Facebook has a treasure of options to garner the best quality leads. Here are the top ways to help you with the same:
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There are times when a business’s marketing team is so much into some elements of the marketing campaign that the others are left out. Or there are instances when the team is about to launch a new product and needs more and more new leads. That’s the time when the team needs an assistance from a lead generation agency so as to drive more leads.
Since it takes the right agency to get the desired results. So, it’s imperative that a business chooses the right lead generation agency. Here are the best tips to accomplish the same:
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Automation has impacted almost all the businesses around the globe in a positive way. With a number of businesses turning towards chatbots and AI, automation is speculated to become an inevitable element of every business in the coming years with the restaurants being at the top of the list. Here’s why:
Continue reading “How chatbots are revolutionising the way hotels deal with customers!”
The significance of lead generation for a business’s success is very well known. However, the in-house marketing team for a business often gets too involved in other marketing elements. This causes the lead generation efforts to fail miserably.
So, what to do in such a case?
Continue reading “Reasons why you should hire a lead generation agency for your business”
Customers like live chat support but that doesn’t necessarily mean they’ll like your live chat agents too!
The reason?
Well, it takes a certain set of live chat agent qualities to make the customers happy. Read on to discover all that it takes to be an efficient live chat agent.
Continue reading “Live chat agent qualities responsible for a business’s chat support excellence!”
Me: What features should you look for in a live chat software?
You: Pricing, proactive chat, canned messages, co-browsing, video chat, reports, and analytics.
Me: Is that all?
You: *Confused*
Continue reading “Features that’ll help you make the most of your live chat implementation”
Customer centricity, customer empowerment, and self-service are some of the prominent terms in customer service nowadays. These terms are all made effective in the form of a single informative knowledge base using a number of tools available.
Tools like WordPress, Heroic KnowledgeBase, KnowAll etc. allow the businesses to put up the best kind of enlightening content for their customers. However, the tools won’t magically do everything that a knowledge base is supposed to do. Also, the tools can help put up great knowledge base content but there’s still a high probability of things going wrong.
Here’s a list of all the mistakes that a business may be making despite a rigid support from these highly efficacious knowledge base creation tools. Take a look at the most common knowledge base content mistakes so that you keep them at bay: Continue reading “Knowledge base content mistakes that may drive your customers away!”
Gone are the days when live chat used to be an optional customer support channel. The times have changed now!
According to a research, live chat is something that 30% of customers look for, the very instant a query arises. The same research suggests that the percentage grows to an astonishing 62% in the case of mobile users! Also, since the entire world is turning mobile, so this figure is all set to boost to an unimaginable level thus pressurizing the businesses to work on their live chat support.
But, is it enough to have satisfied customers?
Are the customers happy with just a live chat service being provided by their favorite brand?
Well, the answer is a big NO!
Wondering why?
That’s because there are certain leaky points that when exist in a business’s online chat support may simply piss the customers off. Let’s have a look at them.
Continue reading “All that your customers hate about your live chat support!”
It won’t be wrong to say that customer service is one of the most crucial factors responsible for a business’s success. That’s the reason almost all companies try to improve their customer service performance by employing the best strategies. Also, a highly productive support team will be consistent at all times.
Here are the best strategies that the most successful businesses employ so as to maximize their performance in customer service:
Continue reading “Want to take your customer service performance to a higher level? Read on”
The retail businesses around the globe have moved towards omnichannel e-commerce. The reason being- that’s how a retail business can become a great retail business today. Gone are the days when multichannel customer service used to be a fad. The latest way of making the most out of a business, gaining highly satisfied customers and enjoying the greatest business profits is omnichannel e-commerce!
Continue reading “Omnichannel e-commerce: What makes it every business’s favorite?”
An investment in a live chat software is the best decision a business can make. There is a number of benefits that it can enjoy once it has a 24/7 live chat assistance on its website. A business can achieve everything from increased conversions to customer satisfaction but there’s a condition.
Wondering what it is?
Well, the only condition is that the customer support team or the chat support team avoids the most common live chat mistakes. Here’s a list of the biggest mistakes that the chat support agents need to avoid in 2018:
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Every business fears any kind of negative publicity. However, it’s not at all easy to avoid it. That’s because the customers today are quick enough to blurt out all their grievances publicly. And when that happens, what should a business do?
Read on to know.
Continue reading “Here’s how a business can turn customer complaints into assets”
Why a remote customer service team?
Well, there are a number of reasons:
i) Remote working has grown extremely popular
ii) Employees working remotely feel a sense of having a control over the environment they are working in and hence are more productive
iii) Working while enjoying results in a free mind that boosts the productivity further.
As far as the business is concerned, the reasons may vary from an absence of the office to having team members across time zones so as to respond faster to customers all over the world. Whatever the reason be, there are a number of ways to make the most out of your remote customer service. Read on to know the best ones.
Continue reading “The best ways to manage your remote customer service team”
So, you’ve got a small business with limited staff and resources. You wish to grow larger both popularity wise as well as profitwise, don’t you?
But you find it difficult to run complex marketing campaigns and manage your time efficiently, right?
Well, there’s a solution to all your problems and it’s called- marketing automation! Here’s how it helps your business get the most out of your marketing campaigns and eventually achieve your ultimate goal.
Continue reading “Marketing automation: Know how it benefits your small business”