After any point of contact, numerous questions can be asked to customers to understand their overall experience a little better. Customer satisfaction scores or CSAT scores are calculated and measured to help companies and agents get a clear picture of customer sentiments at various points of interaction with the company. CSAT helps various customer service …
In a nutshell: How to measure and track your CSAT score? Read More »
According to Luis Hernandez, VP of Customer Success at Geckoboard, “Conducting customer satisfaction research, such as CSAT surveys, can provide your company the insight to make informed decisions related to the retention and expansion of your customer base.”For a company to improve customer satisfaction, it has to take an unbiased and realistic look at its …
CSAT in the customer journey and how can it be improved? Read More »
Providing great customer support may be hard to deliver, but it is not impossible. Support agents are the voice of the brand and get to represent the company in ways that help to build the image of the brand. Every organization need customer support agents that can combine company policies and individual calibre along with …
4 simple ways to become a customer support superstar Read More »
A customer support agent or customer support talent’s job is fast-paced and requires rapid multitasking regardless of the process he/she is a part of. Customer service can get pretty stressful especially when juggling with multiple queries, dealing with people when they are at their worst, etc. One of the tougher working conditions involves sitting at …
Tried and tested techniques that can help Customer Support executives combat stress Read More »
A major factor why companies and agents alike rely on CSAT scores is its simplicity. It is an effective way to close the loop on a customer-agent interaction and determine whether or not the outcome of that interaction was effective in producing happiness. Now you may ask yourself “Why should agents be held accountable for …
Poor CSAT situations for which you will be held accountable as a customer support agent Read More »
A breakthrough product a powerful presentation, or even a successful pitch is sometimes not enough when to make the sale. While there are a lot of techniques and skills that are essential to sales effectiveness, we can all agree that ‘empathy’ can sometimes be overlooked and underestimated. It is rarely discussed in telesales training or …
Most people have a perspective that customer support holds roles only for entry-level positions only but that is not so. While there is the availability of numerous frontline jobs, there are also tonnes of opportunities for people who have more experience in the customer support field. via GIPHY Whether you’ve just quit a hectic job …
6 signals that indicate you are cut out for customer support Read More »
During normal times i.e before the Pandemic, customer service jobs were reported to be tough but ever since the Pandemic hit, things are even harder. Customer engagement has reached an all-new high while customer support agents have been busy adjusting to new technology, remote work and longer working hours. Agents, for the past whole year, …
Raising a toast to our customer support agents this Customer Service week Read More »
Before telephone calls, the postal service was the quickest way to communicate customer complaints, feedback etc. Then came the telephone and before the internet, a telephone call was the most effective and easiest way for customers to seek help from companies. Then along came the internet and with it the facility to send electronic mails …
4 tips to establish yourself as an impressive social media customer support agent Read More »
The customer experience industry largely depends on employees to have a number of interpersonal skills or soft skills. Whether it is interacting with customers in person or over the phone or via email or live chat etc it is important that as an agent, you are able to relate to your customers on an authentic …
Soft Skills – Why does it matter the most in customer service and how to master it? Read More »
