Trust is important for building a long-lasting business online. Digital Marketing Magazine go as far as saying: “Trust is becoming the key currency between the business and its customer, and digital technology means transparency is vital for building this trust.” It’s the secret sauce that can make customers take the leap and buy from you […]
Attract customers
January 6, 2019
Lead Generation: It All Begins and Ends at “Home”
Lead and traffic generation is still the top marketing challenge companies face. If you want to win this and all the other challenges, however, you need to look inside your organization first rather than outside. In other words, look at your employees first — are they happy or not — instead of focusing too much […]
Keep customers
January 2, 2019
Positive Labels, Loyal Customers
Words have power, but a lot of people and businesses haven’t realized this truth yet. As a result, only a few companies have harnessed or taken advantage of it, especially when it comes to customer retention. How Words Change Your Brain There’s a lot of science that backs up how words can alter how […]
Live response
December 29, 2018
A Guide to Predefined Responses
Predefined responses are previously saved replies that can be triggered automatically or sent by agents during support conversations. They help to save time as agents don’t have to type out commonly occurring responses and communication over and over again. Predefined responses are a great way of increasing the speed of your service and therefore consumer […]
Convert customers
December 26, 2018
Understanding and Converting the Most Difficult Buyer
Every business always faces the challenge of buyers who seem difficult to convert. For these types of buyer, they can’t just make a decision right away for several reasons. One, they need to have a good reason why they need a product or a service. Two, they spend less before they even hit their buying […]
Keep customers
December 23, 2018
Using Psychology to Delight
Following on from last week, this article ends our two-part series of “Using Psychology” with live support software. This week, we explore using psychology to delight customers, and in turn keep them coming back for more. This can be a good way to reduce churn thanks to live response and the great news is that […]
Attract customers
December 17, 2018
Why Live Support and Inbound Marketing are a Good Fit
Outbound and inbound marketing are two very different beasts. WordStream defines outbound marketing as “any kind of marketing where a company initiates the conversation and sends its message out to an audience”. E.g. cold calling and email spamming. Whereas, with inbound marketing, you attract your customers towards you. Examples include SEO and content marketing. Inbound […]
Keep customers
December 17, 2018
Using Psychology to Keep Customers When Things Go Wrong
With its quick response time and personal service, live support software has a high level of consumer satisfaction. This can be great for keeping a low churn rate, but things can get a little trickier when it comes to particularly irate or emotional customers. Luckily, good old psychology can help to turn around challenging customers […]
Keep customers
December 12, 2018
How to Increase your Customer Satisfaction Rating
Your customer satisfaction rating is gauged by asking customers to rate your level of service on a linear scale, generally from 1 to 5. This is an important metric for measuring how well your team is doing. Keeping your customer satisfaction rating high and making customers feel special is a good way to reduce churn […]
Live response
December 10, 2018
The Psychology of Emojis in Live Customer Service
Emojis are cute, and they make conversations fun. Recently, customer service teams have been using them in customer interactions. Is this just a passing trend or are they effective? Are they even appropriate in business settings? Let’s look at some facts and figures: Posts with emojis get more shares than those without them according to […]
Keep customers
December 5, 2018
5 Skills Your Team Should Have to Inspire Customer Loyalty
According to Shep Hyken, a customer service expert and author of the bestselling “The Amazement Revolution” said: “There is a big difference between a satisfied customer and a loyal customer.” Indeed there is because, according to the White House Office of Consumer Affairs, a loyal customer is worth 10 times as much as their first […]
Convert customers
December 3, 2018
Qualify Your Leads for Maximum Conversion
Simply put, lead qualifying is finding out which of your leads could be potential prospects. Prospects are people that will buy from you. Once you have qualified a lead, you can then invest more time in pushing them to take action, moving them from interest to purchase. There are a number of things that give […]