Understanding different communication styles and how to approach each is a skill that can be very helpful for anyone, and can directly impact the work performance of customer service agents. It’s important to understand not only what customers are saying,...
Category: Customer service
How to Use a Canned Response in Customer Service
Even with a robust knowledge base and detailed FAQ page to provide customers with instant answers, without using a canned response strategy your customer service team can still get bogged down by routine requests. That's where a canned response comes...
Tips to Improve Your Customer Focus
When a company makes their customer focus a top priority it means that they are focussing on each interaction with the customer, and how it impacts the customer, instead of how it helps the business or the bottom line. Seventy-three...
How to Make the Best FAQ Page and 10 Excellent Examples
FAQ (frequently asked question) pages succinctly answer the most common questions asked by your customers, clients, and website visitors. Still, a good FAQ page is more than a simple question and answer repository. It can improve search presence, foster trust,...
How to Write a Problem Statement
A problem statement describes an issue or condition that needs to be addressed and improved. A problem statement clearly describes the issue and identifies gaps between the problem and the desired solution. Businesses and other organizations write problem statements to...
30 Empathy Statements for Customer Service and How to Use Them
Empathy statements and your ability to use them effectively will significantly impact the customer service team’s success. However, expressing genuine empathy is increasingly difficult in a digital world, where 64% of U.S. consumers say companies have lost touch with the...
The Importance of a Robust Knowledge Base
A robust knowledge base can help your organization deliver an outstanding customer experience, improve internal efficiency, and even increase profits. Today's customers try self-help first, and an intuitive knowledge base lends the support they need to continue doing business with...
The Importance of HIPAA Compliance in Customer Service
HIPAA compliance is critical for customer service teams in the healthcare industry. Patient confidentiality is not only good business, it’s federally mandated, so failing to meet HIPAA requirements can cost your organization customers or even cause serious legal issues. Here’s...
How to Provide Great Customer Service with the Best Customer Support
To provide a great customer experience you have to provide excellent customer service and build customer support programs that pinpoint your customers’ needs and deliver solutions. Every interaction with customers and prospects is an opportunity to create meaningful, impactful experiences...
Why CAC and LTV are so Important to a Company’s Success
To run a successful business it is crucial to understand your CAC (customer acquisition cost), LTV (customer lifetime value), and why these metrics are so important to the success of the company. Two of the most important KPIs (key performance...