INDUSTRY INSIGHTS YOUR PEERS ARE READING
Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like. MORE
In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. MORE
At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. MORE
Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. MORE
There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Simple.” MORE
When you consider switching from Zendesk to Kayako and don’t want to dive into the tech details of the process, an automated migration tool may be the best option. One of such tools is Help Desk Migration service. It provides an intuitive migration wizard to lead you through the process. MORE
We recently interviewed Lisa Bodell, award-winning author and CEO of FutureThink, and picked her brain on customer experience tips and innovative approaches. At FutureThink Lisa works with organizations to kill complexity, create space for innovation, and get to the work that matters. MORE
There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. Then they began to expect a response within 24 hours. MORE
CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing. MORE
We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. MORE
When was the last time you contacted customer support of an online business? If you’ve had a customer support interaction recently, did you speak with a real person or a chatbot? Chances are that your request has been handled by a chatbot instead of a person. MORE
The past few years have seen live chat completely change the way online businesses carry out marketing and sales. MORE
This is a guest post from our friends over at FieldBoom. Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. MORE
What is your relationship with your customers like? Do you feel like you’re losing out on sales because your customers aren’t loyal to your brand? Do you want to improve your customer satisfaction and loyalty but don’t know how to? Well, then you’ve come to the right place. MORE
Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad, draw a line down the middle, and write “pros” and “cons” on either side. Except you won’t need to. That’s exactly what we’ve done here for you today! MORE
Remember how exciting buying your first car was? I do. It was shiny and new and had that fresh car smell. I had researched the one I wanted and day dreamed about all the freedom I’d have to go anywhere once I had the car. MORE
I recently introduced my kids to the world of LEGOⓇ to further nurture their creativity here at home. After scouring the shelves for a good starter kit, my daughter picked the Moana Island Adventure set. While putting the bricks together I noticed that the building instructions were missing. MORE
When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. MORE
One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. MORE
Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. Are you adding to the reps’ stress or inspiring them to greatness? MORE
The online services that we use today are generally very reliable. When you want to watch something on Netflix or YouTube, you can be sure that 99% of the time, the service will be accessible. However, it is inevitable that something will go wrong at some point. MORE
When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. You feel like you answer the same questions day in and day out. That’s because you probably are! But that doesn’t mean it has to be boring. MORE
When looking for the best help desk several factors should be considered. For instance, you’d want a help desk that can cater to your small business and scale as you grow. And you’d want features you need now and those you’d need later, at a price that’s affordable and small business friendly. MORE
Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers. MORE
In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. MORE
In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. You don’t have the budget of Amazon or the resources of Nordstrom. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. MORE
When collected and implemented properly, customer feedback can help improve your product and the services that support it. MORE
Usually, when your customers reach out to you, they are already in a bad state—they’re having problems with their product or service and they want your help. Ideally, they wouldn’t have to talk to anyone. MORE
Working in customer support can leave you feeling like an unrecognized or unsung hero. Praise is often in short supply and there is a lack of awareness about areas of responsibility and how much work the support team does. MORE
Where do you begin when you develop a new product or feature? Product development can seem overwhelming. There are so many moving parts that trying to create something valuable from nothing can seem impossible. And with so many stakeholders to please, whose opinion should you seek? MORE
Kayako
JANUARY 17, 2018
When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.
Kayako
AUGUST 22, 2019
In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey.
Kayako
JULY 31, 2019
The past few years have seen live chat completely change the way online businesses carry out marketing and sales.
Kayako
JULY 11, 2019
Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. Are you adding to the reps’ stress or inspiring them to greatness?
Speaker: Ron Dutta, VP of Business Development & Omnichannel CX Solutions
We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?
Kayako
AUGUST 7, 2019
Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like.
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Kayako
JULY 18, 2019
Remember how exciting buying your first car was? I do. It was shiny and new and had that fresh car smell. I had researched the one I wanted and day dreamed about all the freedom I’d have to go anywhere once I had the car.
Kayako
MARCH 29, 2019
Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers.
Kayako
APRIL 29, 2019
There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Simple.”
Kayako
JUNE 13, 2019
At Kayako, we’re big proponents of live chat customer support. That’s because we know how powerful it can be at helping boost your customers’ experience—and your business in the process.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
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Kayako
SEPTEMBER 20, 2018
In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price.
Kayako
SEPTEMBER 6, 2018
Usually, when your customers reach out to you, they are already in a bad state—they’re having problems with their product or service and they want your help. Ideally, they wouldn’t have to talk to anyone.
Kayako
DECEMBER 6, 2018
When collected and implemented properly, customer feedback can help improve your product and the services that support it.
Kayako
MAY 25, 2017
When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. You feel like you answer the same questions day in and day out. That’s because you probably are! But that doesn’t mean it has to be boring.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
Kayako
FEBRUARY 2, 2017
Working in customer support can leave you feeling like an unrecognized or unsung hero. Praise is often in short supply and there is a lack of awareness about areas of responsibility and how much work the support team does.
Kayako
FEBRUARY 6, 2019
When you consider switching from Zendesk to Kayako and don’t want to dive into the tech details of the process, an automated migration tool may be the best option. One of such tools is Help Desk Migration service. It provides an intuitive migration wizard to lead you through the process.
Kayako
DECEMBER 27, 2018
What is your relationship with your customers like? Do you feel like you’re losing out on sales because your customers aren’t loyal to your brand? Do you want to improve your customer satisfaction and loyalty but don’t know how to? Well, then you’ve come to the right place.
Kayako
JANUARY 24, 2018
At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well.
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Kayako
FEBRUARY 19, 2019
We recently interviewed Lisa Bodell, award-winning author and CEO of FutureThink, and picked her brain on customer experience tips and innovative approaches. At FutureThink Lisa works with organizations to kill complexity, create space for innovation, and get to the work that matters.
Kayako
APRIL 18, 2018
The online services that we use today are generally very reliable. When you want to watch something on Netflix or YouTube, you can be sure that 99% of the time, the service will be accessible. However, it is inevitable that something will go wrong at some point.
Kayako
MARCH 14, 2018
In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. You don’t have the budget of Amazon or the resources of Nordstrom. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period.
Kayako
MARCH 7, 2019
When was the last time you contacted customer support of an online business? If you’ve had a customer support interaction recently, did you speak with a real person or a chatbot? Chances are that your request has been handled by a chatbot instead of a person.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
Kayako
JUNE 4, 2019
When looking for the best help desk several factors should be considered. For instance, you’d want a help desk that can cater to your small business and scale as you grow. And you’d want features you need now and those you’d need later, at a price that’s affordable and small business friendly.
Kayako
APRIL 6, 2017
Where do you begin when you develop a new product or feature? Product development can seem overwhelming. There are so many moving parts that trying to create something valuable from nothing can seem impossible. And with so many stakeholders to please, whose opinion should you seek?
Kayako
DECEMBER 8, 2016
CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing.
Kayako
SEPTEMBER 6, 2017
Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad, draw a line down the middle, and write “pros” and “cons” on either side. Except you won’t need to. That’s exactly what we’ve done here for you today!
Advertiser: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
Kayako
DECEMBER 13, 2017
I recently introduced my kids to the world of LEGOⓇ to further nurture their creativity here at home. After scouring the shelves for a good starter kit, my daughter picked the Moana Island Adventure set. While putting the bricks together I noticed that the building instructions were missing.
Kayako
MAY 11, 2017
This is a guest post from our friends over at FieldBoom. Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth.
Kayako
JUNE 8, 2017
One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing.
Kayako
MARCH 2, 2017
Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets.
Speaker: Vicki Brackett, Author and COO of Sinousia
Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!
Kayako
NOVEMBER 22, 2017
There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. Then they began to expect a response within 24 hours.
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