As soon as the first deal of humanity was struck, and services were exchanged for goods, the first business-customer relationship started. In fact, the 1750 BCE complaint tablet to Ea-Nasir is widely believed to be the first customer complaint ever.
Think about the last time you had a positive customer service experience. What was it about that interaction that left a good impression? The service itself? The convenience? The quick resolution time? Maybe you googled a question about a product you were using and found the information right away. Maybe the contact info was easy to find, or you were able to send them a message from their website, then carry the conversation over to your preferred messaging app on your phone.
The idea behind the ‘Follow the Sun’ model involved software development teams, sitting across different worldwide locations, working on the same project. Essentially, each team would hand off work at the end of their workday, to another team who is starting their day on the other side of the world. This way work is carried out 24/7 with task handoffs taking place between each of these global teams after the shift of a particular location ends.
Customer support is one of the most critical functions of retail businesses. When your support processes function smoothly, they inspire the confidence of your customers and contribute to increased retention and lifetime value. This is particularly true during the last-mile-delivery phase. Quality support, especially in the last mile, helps demonstrate the robustness of your organizational processes, boosts profits, and contributes to an increase in the perceived credibility of your brand.
We’re closing out November with some great new apps.
If your customers have an issue with your product or service, they expect you to offer fast, reliable, and convenient customer support. If you fail in this important area, you might lose a customer forever. In this handbook, we’re going to look at the key ways to help you master the art of customer support.
Holidays have become the holy grail for many businesses, and Black Friday is the mother of them all. In 2018, Adobe reported that Black Friday’s online sales alone totaled $6.22 billion. More than 165 million people shopped over the course of last year’s Thanksgiving weekend and spent an average of $413 each. Black Friday—and its partner Cyber Monday—has become a global phenomenon that’s inspired a three-week frenzy of retail activity.
While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients. Phone calls are a vital component of any B2B customer support strategy, as it’s often the fastest way to resolve problems.
The rise of the AI bots may sound like a sci-fi horror scenario, but in reality, the growing industry of bots isn’t scary at all—it’s a technology that brings real, tangible benefits to businesses and customers alike. Bots are already a big part of the customer service landscape. In 2018, the bot market was worth $1.274 billion and predictions anticipate it reaching $7.5 billion by 2024.
When setting up meetings, pitches, training, and events, the ideal manager makes a special effort to deliver an immersive experience by evaluating, tracking, and evaluating the audience’s level of engagement to achieve the best outcome of the event possible. After all, a high level of user engagement is perhaps the most subjective measure of a successful event. Certain companies are specialized in developing event technology geared towards refining the conventions of audience engagement.
