Category: Automate Support
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Don’t Underestimate the Power of Word of Mouth on Your Business
When it comes to publicity, word of mouth is still a powerful factor to be considered. We’ve all heard the adage that a bad customer service experience will result in word of mouth far more than a positive one. Yet the truth is that a good customer experience will indeed generate good word of mouth.…
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Tips for Laying Out an Awesome Customer Self-Support System
Over the past few posts, we’ve looked at customer self-support systems, and how they can reap wonderful benefits for your business. We looked at how a knowledge base is an integral part of a self-support system, but now we want to turn our attention to the actual layout of the system. In the last post,…
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Here are More Hints for an Awesome Self Support Knowledge Base
Through a series of posts, we’ve been looking at the concept of customer self support, and how companies are using it more and more to handle routine customer experience issues, such as troubleshooting. In the last post, we looked at how knowledge bases, or articles that address common support issues, are a big part of…
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The Best Ways to Get Customers to Promote Your Brand
Many people walk around in branded clothes from sweatshirts, to pro sport baseball caps. When thinking about promoting your company, think about custom coffee mugs or pens, etc. All this is branding your company. Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service. By looking around…
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Three Ways of Dealing with Disappointed Customers
Disappointment is not something to joke about especially when dealing with things you want them to work out. One can deal with it and still come out stronger. Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service. Dealing with disappointed customers is something that all…
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Going the Extra Mile When Providing Excellent Customer Service
I recently witnessed some truly great customer service, and I thought I’d share the story with you. I was in a fast food restaurant, waiting on an order to be filled. A gentleman came in after me and placed an order, and the employee told him it would be about five minutes before the order…
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How to Deliver Customer Service Over Social Media Channels
Over the past few posts, we’ve been looking at the various avenues available to customers these days. These methods include chat programs, email and support tickets, as well as tired and true methods such as phone and face-to-face support. A relatively new method for support are social media channels such as Facebook and Twitter. So…
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How to Provide Customer Service Via Email and Support Tickets
As new technologies have appeared, so have new avenues in which to provide customer service. Just fifteen years ago, there were two primary methods for handling customer experience issues: face-to-face and over the phone. Those two methods are still in use, but now customers can utilize chat and email and support tickets to get the…
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Handling Customer Service The Old Fashioned Way: Over the Phone
In this day and age, there are many methods customers can use to obtain service, such as email, chat and social media. It almost seems like phone-based customer service has gone the way of the dodo—but not so fast! Surveys have shown that many customers still prefer handling business over the phone, so here are…
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It Goes Without Saying, But Treat Your Customers Like People
In this era of increasing automating of the customer experience process, it can be easy to overlook one simple, basic concept of customer service: that customers are people. In some cases, customers are treated like numbers, which is not an ideal scenario. There have been companies who have learned the hard way how to treat…