Category Archives: Customer Support

Community Managers, How Do You Make Your Happy Customers Talk?

Getting happy customers to leave feedback can sometimes feel only slightly less painful than a root canal. And yet it’s a powerful marketing strategy that should not be put off. Much digital ink has already been spilled exploring the myriad reasons why; but the how still continues to elude many talented and capable marketers. That’s a shame, because the answer is as simple as a single word: ask. Continue reading

Improve Your Customer Service the Easy Way: by Automating and Scaling It

Are you looking for simple and effective ways to create a better online service experience for your customers? Play along with me here.

Imagine you’re the maître d’ of a renowned haute-cuisine restaurant. You’ve worked hard to create the most unique menu in town, a unique environment and immaculate interior design. The restaurant was built on your obsession with creating an unforgettable experience for your customers from the moment they step through your doors, and the 5 stars you regularly receive prove it. Continue reading

5 Ways to Turn Your Customers Into a Community

Creating positive customer experiences is already a challenge. Customers are increasingly demanding of businesses, requesting a dizzying array of options at every touchpoint, and this has led to an incredible amount of resources being poured into improving customer experiences. With so much being devoted to creating these experiences, it’s important for businesses to consider how they can get the most ROI from them. Increasingly, that means channeling positive experience into increased engagement and community. Continue reading

Building Your Self-Serve Customer Service Strategy? Avoid these 5 Common Mistakes

Building relationships with customers has never been more important than it is today. But at the same time, it’s also never been more challenging to do effectively. And one of the most important things companies can do to connect with consumers is to have a plan for providing effective self-serve customer service. Continue reading

Calming the Beast : How to Serve Customers Who Can’t Serve Themselves

As I’ve shared in other posts, self-service platforms are the future of online customer service. Not only do customers expect this, but they actually prefer systems that help them solve their own problems… as long as they’re done right.

So what happens when, at least in the customer’s eyes, self-service isn’t done right? How does a customer feel after spending two hours combing through your knowledge base and coming up with nothing? Angry? Frustrated? Ready to punch the screen? How would you feel? Continue reading