With the widespread adoption of knowledge bases, online communities and Q&A sites, consumers can easily find their own answers, any time, anywhere. Here's why brands need to recognize and work with this trend.
In a new episode of the Focus on Customer Service podcast, Dan Gingiss and Dan Moriarty speak with Wayne Huang from Twitter to discuss how to prove that customer service has actual value on the platform.
Seventy eight percent of consumers have ended a business relationship due to bad customer service. It' s also estimated that it costs a company six to seven times more to acquire a new customer than it does to retain an existing one. So how can companies build brand loyalty? Here are some tips.
"Complainers aren’t your problem,” says Jay Baer. "Ignoring them is.” With that thesis, Baer's new book, Hug Your Haters, was born. Jay Baer helped Dan Gingiss and Dan Moriarty celebrate the 25th episode of the Focus on Customer Service podcast by answering questions live on Blab.
Most startups depend on word-of-mouth marketing to create awareness of their new product, and iOgrapher is no different. But what makes iOgrapher unique is its focus on customer service as a driver of that word of mouth.
Working at a call center as a customer service representative has quite a high turnover. Many people do not have the patience to deal with people calling and complaining constantly throughout their days. Social media managers and those who manage social accounts can actually lessen the blow by being proactive and responding to complaints . The following are some ways that social media managers can actually help in employee retention for call center customer service agents.