Category: Customer Support
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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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Say the Most Important Words To Your Customers- Customer Names
A person’s name is the most important word to anyone. This rule extends even when you’re calling customer names. Related Article: How decision tree driven interactive guides bring smiles to your customer? Calling ones name breaks through the noise and is the best way to reach your customers on your first meetings- very important. When…
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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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Using a Knowledge Base As Part of A Customer Self-Support System
In a previous post, we talked about the rapid rise of customer self-support systems in helping to manage the customer experience. The post provided a general overview of the concept, as well as interesting statistic: that over half of customers will use a self-support system. Clearly, this is a grand opportunity for your business, so…
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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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The Top Three Steps of Engaging With Customers
A popular brand image research question goes like “who would this brand be at a party; what would they be doing, drinking, dressed as?” Yet, building social brands consumers relate to eludes most businesses, most of which end up with fighting departments: marketing against sales, customer care again PR and so on. Yonyx enables organizations…
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Trends That Will Define The Future Of Customer Service
The society we’re living in changing at breakneck speeds. The mass consumer markets, which feed average businesses are flooded with products and new technologies than any other time in history. Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service. These changes are challenging, but also bring…
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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…