One of the most common questions we receive when we tell potential customers we are a helpdesk software, “Is that like a CRM?” It can be a tricky question to answer, but this breakdown will help you understand how helpdesks work with CRMs and the three distinct ways companies use them. (more…)
If you’ve ever worked in telemarketing or cold calling, you might have had your supervisor come by and remind you put on a smile when you’re on the phone with customers.
Obnoxious? Yes. Weird? Kind of. But not without it’s merits. “Smile while you dial” is the ultimate customer service best practice.
Why? Because customers can hear you smile. As humans, we pick up on vibes and adjust our own behavior to other people’s emotional cues. This you may already know.
But what if I told you that your tone of voice when you’re talking to your customers directly influences your company’s bottom line? Believe it or not, it does. (more…)
We didn’t know quite what to expect when we set out late last year to approach a handful of support pros with an open, potentially clichéd question:
“What is the most important thing you’ve learned in customer service?”
What we were asking seemed so glaringly basic that we wondered if it was too boring to ask. Would anyone bother responding to such an obvious question? Would we just get a few clichéd answers back in our inbox? Would we get the same two or three responses? (more…)
2014 was a great year for customer support. As we end the year, we find ourselves looking back and thinking about the bigger themes that really took hold in the CS community: Where does customer service belong in a business? What are the best ways for customer support reps to connect with customers? What do customer service organizations really need to focus on improving?
From hiring to on-the-job policies to communication style, customer service, these are some of the pieces that especially pushed us to think about new ways of approaching support. Of course, It’s impossible to say that this finite list is all there is to it, but a perfect list to curl up with as we ring in a new year. (more…)
We were recently discussing customer advocacy at Kayako when someone piped up: “Wait, is a customer advocate the same thing as a brand advocate?” (more…)