It’s tempting to constantly focus on your company’s products and strategy. However, the best results often come from focusing outward on what your customers need and how they want to interact with you.  In this piece, we’ll explore just what it means to be customer-centric and how to do it.  What Does Customer-Centric Mean? Being […] The post How To Be a Customer-Centric Company appeared first on Groove Blog ..read more

The new frontier of competition in developer markets was and remains customer service.  If companies play their cards right, customers are ready to absorb a higher price just because they believe the brand and know that if anything happens – they will receive the best support their is.  This is just one of the areas […] The post Elevating Your Business Through Customer Focus appeared first on Groove Blog ..read more

A well-written customer support email can make all the difference between refund and a cross-sell (or long-term customer loyalty.) While you will of course have your own special style, in this post, we will cover tips that you should keep in mind for your  Expressing Gratitude and Empathy In customer service, your words can shape […] The post 13 Customer Service Email Tips (and Example) appeared first on Groove Blog ..read more

“Customer service shouldn’t just be a department, it should be the entire company.”  – Tony Hsieh Amongst the rising wave of new competitors that can offer similar services (or products) for comparable prices, importance of customer service can not be stressed out enough.  In this post, we will go over the main points to have […] The post How To Start: Customer Service Management appeared first on Groove Blog ..read more

Customer satisfaction’s importance can not be overstated. It gives you potential referrals, decreases churn, and increases LTV.  While in the past it was enough just to have a FAQ and a support email, those times are long gone.  With the wide range of competitors to choose from, customers are expecting to solve their problem immediately, […] The post Omnichannel Customer Support: Why Do You Need It? appeared first on Groove Blog ..read more

Customer acquisition is expensive and time-consuming, while the markets are getting more and more competitive.  So who can win this battle? Businesses with high LTV.  Apart from bigger profit margins, higher LTV allows you to invest more into development and be able to withstand higher CAC.  One sure way to lose a customer is to […] The post How Live Chat for Customer Support Can Boost LTV? appeared first on Groove Blog ..read more

Customer satisfaction is critical for the success of any business, particularly in high-competition environments.  Goes without saying that customer satisfaction is directly correlated with customer support quality. Your CSR, and live chat should always be at the top of your mind, but sometimes customers do not want to interact with anyone…they just an answer right […] The post Customer Self-Service: How To Build It? appeared first on Groove Blog ..read more

The competition is getting tougher every day. The tools, that are available to everyone, allow newcomers to create products in a matter of weeks and start eyeing your share of the pie.  With so many products that are nealy identical, and prices that are so similar – how do you stand out? How do you […] The post Customer Support: Driver Of Your Business Growth appeared first on Groove Blog ..read more

As stories of AI chatbots replacing entire customer support teams circulate, it’s easy to feel uneasy about the future.  A notable incident involving a CEO who laid off 90% of his support staff after a chatbot outperformed them only adds fuel to the fire.  However, let’s take a step back and assess the situation with […] The post Debunking the Myth: Why AI Enhances, Not Replaces, Human Customer Support appeared first on Groove Blog ..read more

Customer acquisition is difficult. Its costs time and money to get a new customer and if they churn quickly, your LTV suffers and suddenly your can not afford such CAC’s as your competitor can. We all know where this downward spiral ends.  To evade this fate, you must focus on customers. Not just have them […] The post Customer Advocacy through Customer Support: Lower Churn, Higher Loyalty appeared first on Groove Blog ..read more