4 Simple Ways to Reduce Response Times & Delight Customers
Kayako Blog | Customer Service and Startup Life
by The Kayako Team
2y ago
It’s no surprise that customer expectations for service are at an all-time high. In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services. And 76% of customers say it’s easier than ever to take their business elsewhere.1 Very often, customer perceptions of their experience boils down to the little things like whether anyone responds timely when they reach out to a company. Organizations that have a plan to reduce response times can earn the trust and word-of-mouth goodwill of happy customers. But responding quickl ..read more
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4 Tips for an Effective Self-Service Support Site
Kayako Blog | Customer Service and Startup Life
by The Kayako Team
2y ago
Don’t take it personally, but the vast majority of your customers would really rather not talk to you! Harvard Business Review’s recent customer experience data points to an “overwhelming preference for self-service” among customers across industries. It turns out that fully 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. That’s a compelling figure, and it suggests that the future belongs to those who deliver quick, convenient and personalized service in the customer’s channel of choice. It means enabling customers to quickly find a ..read more
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The Advanced Guide to Customer Service Training
Kayako Blog | Customer Service and Startup Life
by Viviane Gon
3y ago
Great customer service is your competitive advantage. It matters! But the magic does not happen without preparation. We are proud to share our best tips presented in our advanced guide to customer service training. This guide is not simply a training manual or a list of call center tips and tricks. This guide will help you breed a culture of success from your support department. Customer retention is vital to keeping businesses growing. But to keep customers you need to have staff that are able to negotiate difficult demands and craft empathetic responses when the heat is on. To achieve that l ..read more
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How to Bring More Humanity into Customer Communication
Kayako Blog | Customer Service and Startup Life
by Yaakov Karda
3y ago
Humanity – according to the Merriam Webster dictionary – is defined as compassionate, sympathetic, or generous behavior or disposition: the quality or state of being human.  It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos. It’s well known that they have created a customer-obsessed culture whose aim is to wow their customers, creating deeply loyal advocates. Their organization worked together – involving all employees – to define and establish the company’s core values. It’s probably easy to get on board with the Zapp ..read more
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How to win new customers with better experiences – Part 2
Kayako Blog | Customer Service and Startup Life
by Hamzah Tariq
3y ago
In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. At a high level, the customer journey looks like the following five steps we identified in the previous post – Awareness, Research, Evaluation & Trial, Purchase, and finally Customer success and Support. However, for this post we have listed the tasks a business must carry out each step of the way to ensure they ar ..read more
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How to Win New Customers With Better Experiences – Part 1
Kayako Blog | Customer Service and Startup Life
by Hamzah Tariq
3y ago
Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like. Ease of business is everything. Your strategy should aim to make it simple and easy for your customers to get to you, find what they’re looking for, make a purchase, and get the best onboarding and support possible.  Customer experience expert Shep Hyken hit the nail on the head when he said, “The experience ..read more
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5 Ways to Boost Marketing and Sales with Live Chat
Kayako Blog | Customer Service and Startup Life
by Hamzah Tariq
3y ago
The past few years have seen live chat completely change the way online businesses carry out marketing and sales. Gone are the days prospects would email and wait several hours to receive a response to a sales-related query, or call an 800 number and be stuck in a cyclical loop of annoying prompts and call trees. With live chat customers can now get in touch and receive a response almost instantaneously.  In this piece we will talk about five ways live chat can be instrumental in improving your marketing and sales efforts. 1. Live Chat Helps Generate New Leads Website live chat gives an experi ..read more
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Making Product Adoption Frictionless for the Customer
Kayako Blog | Customer Service and Startup Life
by Kia Puhm
3y ago
Remember how exciting buying your first car was?  I do.  It was shiny and new and had that fresh car smell.  I had researched the one I wanted and day dreamed about all the freedom I’d have to go anywhere once I had the car. Imagine then when that day finally came to get the keys, instead of handing them over to you the dealer instead sat you down to explain how every part of the car worked.  Before you could drive the car away you’d have to read all the manuals and understand how an engine works.  You’d really have to study and understand everything about the car before you could drive off ..read more
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Modern Leading Morale Steps to Lead Great Customer Service Performance
Kayako Blog | Customer Service and Startup Life
by Kate Nasser
3y ago
Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks, contact centers, technical support teams, and ecommerce centers is challenging and stressful.  Are you adding to the reps’ stress or inspiring them to greatness? In other words, are you leading morale for great customer service? Here are the key modern day leading morale steps to guide you. Start by Removing These 9 Morale Killers Metric only focus.  Metrics are important yet they do not create great service. They measure great service that your teams create. Lead and inspir ..read more
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5 Ways Live Chat Improves Your Customer Support
Kayako Blog | Customer Service and Startup Life
by Kiera Abbamonte
3y ago
At Kayako, we’re big proponents of live chat customer support. That’s because we know how powerful it can be at helping boost your customers’ experience—and your business in the process. Our Live Chat Statistics report found that a whopping 79 percent of businesses say live chat has had a positive impact on their sales, revenue, and customer loyalty. That’s a pretty rousing endorsement. Despite their strong preference for live chat, 47 percent of consumers can’t remember a positive live chat experience from the past month. And 43 percent of businesses know their customer experience isn’t good ..read more
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