More Call Centers are Using Social Media for Customer Service – And It’s Working
*This post was guest-authored by Ryan Gould from Elevation Marketing* Instead of assigning social media to a separate department, many call centers are employing social media as an additional – and helpful – customer service tool. Customers, as it turns out, are responding positively. Studies show that that one out of every three customers prefers … Continued Read This article
The Role of a CRM in Customer Support Services
The channels businesses use to communicate with customers have changed over time. Early business practices relied on face-to-face interactions and written communications. Modern businesses have added electronic communications to the mix, including telephone, email, live chat, and social media. As the number of contact points has increased, the challenge of aggregating and organizing that data … Continued Read This article
Are Your Customers Feeling Frustrated Without Organization Memory of Last Interaction?
The initial customer touchpoint is often the most crucial of all instances for interaction. First impressions have been proven to be effective in instilling brand recall to prospects; and it is at this point where the probability of converting leads increase. To ensure that every opportunity for customer interaction works toward the forging of lasting … Continued Read This article
What Are the Important Customer Success Metrics
Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection. And while this is an indicative customer metrics that we should all monitor, it is incomplete. Guy Nirpaz, co-founder … Continued Read This article
What Is Sales Support?
Sales support refers to a variety of functions that help your sales representatives focus on actually selling and closing deals. These functions differ per company, industry and sales team. And, they can be done by hired associates, outsourcing teams, productivity tools, and – worst case scenario – by the sales representative themselves. While sales support … Continued Read This article