Category: Knowledgebase
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Spinning a Negative Situation With Positive Language
Rather you realize it just yet or not, how you tell a customer something can mean all the difference in obtaining a sale or a lead. If you use overtly negative word choice and language, then you run the risk of alienating the customer, and losing a sale. Using more positive language and word choice,…
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Customer Service: Sometimes It’s OK to Not Know
When dealing with customers, it’s crucial to know as much about your product or service as possible. This allows you to answer customer questions as they arise, as well as handle complaints and issues. Sometimes, however, we don’t know everything about what we’re selling—and that’s OK. If we are new to a job, or a…
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Top ideas to improve your visual knowledge base
Every business promoting customer self service should invest in a visual knowledge base to improve performance. Research has shown that a visual knowledge base is more effective for customer self service because it delivers its message faster. Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self…
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Using Empathy As a Tool For Customer Service
At some point in a company or organization’s history, customer complaints are going to rear their head, probably on a regular basis. We’ve all heard horror stories of customers practically foaming at the mouth over some minor detail. Those incidents really do happen—I’ve seen them first hand, but a majority of customer complaints are more…
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Top reasons why a visual knowledge base is the way to go
Using a visual knowledge base has numerous benefits for businesses. Unfortunately, most businesses bombard their customers with a lot of text on their websites, yet a visual knowledge base is what customers want. Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service. If you’re among…
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Benefits of using a visual knowledge base in your social CRM
It’s without a doubt that social CRM that isn’t visual is not so appealing for most people on Facebook, or other social media you use to reach customers. Research has shown that a visual knowledge base like a flow chart goes a long way to help you achieve your CRM goals. Yonyx enables organizations to…
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Using Positive Language in Providing Good Customer Service
If you’ve worked in customer service for any length of time, or worked in any field where persuasion is key, then you understand the importance of language and how it works. Sometimes use of one word and one word alone can change the whole meaning and context of a statement. The tone of what is…
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Good Customer Service Means Good Communication Skills
The title of this entry should be a no-brainer, but you wouldn’t believe how often good communication skills are overlooked. An employee will say one thing to a customer, and actually mean another. This can lead to a number of customer service mishaps, including lost sales, lost business and a diminishing bottom line—and no one…
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Using Customer Service As a Marketing Tool
In this age of social media marketing and other forms of internet-based advertising, it’s hard to forget the importance of word of mouth in promoting or business or organization, but it’s still important, maybe even more so in the digital age. Whereas before, people would tell a friend about a business in person, now they…
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More Great Social Media Customer Service Tips
As we mentioned in an earlier blog post, social media has become the new norm when providing customer service. This can take the form of a Facebook page, or a Twitter feed. It’s not unusual for customers to come to these pages and feeds with issues they’re having with a businesses’ products and services. The…