Many customers have had the experience at least once. You call a company with a question and get a perfectly polite person on the other end who says “sorry, I can’t help you with that, let me transfer you.” The next person you talk to says the same thing. And maybe even the one after that.
Many factors are involved in creating an effective customer service strategy. The agents you hire, the support platform you use, and the internal resources you provide your team, can all have a significant impact on the level of service your customers receive. But while most business owners are aware of these major factors, there’s one that is often overlooked – Collaboration.
Too often, businesses don’t place enough value on building positive relationships with their customers. The term itself, “positive relationship”, is a bit generic and isn’t exactly easy to quantify. This means it’s often a factor many businesses ignore and takes on a lower priority over time.
From the beginning, we have aimed to help distributed teams work as if they were sitting in the same room. Through our journey, we discovered that the whiteboard was at the center of a lot of team ceremonies—a place where people would gather around, share their ideas, express themselves and solve big challenges. We called our product RealtimeBoard—this name was direct and defined a brand-new category of collaboration tools which help teams to align around a shared vision in real time.
We’re living in the era of instant gratification. The realm of customer support is no exception. Customers today expect companies to respond to their queries or complaints almost as soon as a ticket is raised, and demand a quick resolution of the issue. In fact, the First Response Rate is now increasingly gaining importance as companies are beginning to see the kind of positive impact it has on customer satisfaction.
In a company’s early days, a nascent support team’s ability to practice empathy and provide personalized customer service plays a crucial role in building a foundation for future growth. But what happens when success comes knocking? Whether it’s a ballooning customer base or pulling the trigger on that long-planned-for push toward global operations, many businesses grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?
Online and offline retailers are at war. For years, offline retailers have been struggling to stem the tide of shoppers leaving their stores, abandoning them for the convenience of online shopping. But this year, finally, their efforts have seen some positive press. It’s not a matter of if, but when. So here’s the question for both retailers: How does online and offline customer service compare, and does it really make a difference?
If there’s one thing the folks at Zoho Projects have learned all these years, it’s how incredibly diverse you and your companies are. You’ve shown us how creative you can be in the way you use our features and the way you adapt Zoho Projects to fit your teams. We’ve kept this diversity in mind as our product has grown and evolved.
We released Zulip Server 2.0.1 today. This is a bug fix release, containing a dozen cherry-picked changes since Zulip 2.0.0.
Business growth is a sign of success. But for customer service teams, it’s a good thing that comes with complications. As the department brings on more agents and gets a higher number of inquiries, continuing to use the old processes that once worked often falls short. And if a customer service team used to success suddenly finds itself falling behind on goals because of the change, it’s bad for customers and agents alike.
