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Tag "Mobile Service Cloud"

Jan 21, 2022 • Mobile Service Cloud

How To Create Customer Support Content That Rocks

Customer service isn’t just about solving any problems customers have, it’s about making the journey from web surfer to loyal customer as easy as possible. Having all your potential customer’s questions answered before they’ve asked them is the smartest way to do this.

Jan 17, 2022 • Mobile Service Cloud

Six Things Customer Service and Retail Brands Get Wrong About Customer Loyalty

Some believe that you can earn loyalty by ‘delighting’ customers. Some say a ‘positive emotional experience’ works best. Others say we shouldn’t use the term loyalty at all, because it’s misleading, and no one can ever really be ‘loyal’ to a brand anyway. Is the truth out there?

Jan 13, 2022 • Mobile Service Cloud

Prepare For Hyper-Personalization

Today, a brand-new customer rules the marketplace. And from product to service to sales, they want their experience to be as personal as can possibly be.

Jan 10, 2022 • Mobile Service Cloud

Six Ways to Show More Empathy in Service Conversations

Customer Service has always been about (not surprisingly) the customer. Are tech, big data, AI, and automation changing this? No! It will always be about the customer. Even when you're automating a lot, you cannot forget the human touch. For customer service agents, empathy is one of the most important skills. We give you six tips to help your team have more empathic service conversations.

Jan 05, 2022 • Mobile Service Cloud

The Strategy of Customer Service Channels for eCommerce

The next time you walk into your favorite brick-and-mortar clothing store, try noting the number of service interactions you encounter in a single visit. You won't get a similar experience online. It's time for multichannel retailers to reimagine the customer experience in a digital setting. Think — immersive, personalized experiences that grab shoppers' attention.

Dec 10, 2021 • Mobile Service Cloud

Avoid Losing One Third of Your Customers in One Day

According to PwC's Future of Customer Experience report, 32% of customers will leave a brand after just one bad experience. Even when they love your brand, 59% will walk away after two bad experiences.

Dec 08, 2021 • Mobile Service Cloud

What is Integrated Customer Service and what are its benefits?

Elevate your business' service experience with integrated customer service. Learn what this is, its benefits and how to get started.

Dec 07, 2021 • Mobile Service Cloud

Top Ten People Skills for Effective Customer Service Representatives

Dealing with customers on the phone, through email, or via live chat requires a variety of people skills. A good customer service agent needs the delicacy of a diplomat, the verbal agility of a politician, the empathy of a therapist, and the good nature of a helpful friend.

Nov 22, 2021 • Mobile Service Cloud

The Seven Essential Conflict Resolution Skills for Customer Service Representatives

People typically buy from you because of your note-worthy product, service, or brand reputation. In contrast, they most frequently stop buying from you because of poor customer service.

Nov 19, 2021 • Mobile Service Cloud

5 Benefits of Google's Business Messages

Google's Business Messages will allow you to meet your customers where they are in their moment of need. Learn more about this conversational messaging channel and what five benefits it can have for your business.

Nov 12, 2021 • Mobile Service Cloud

How Do You Create a Tagging System for eCommerce Customer Service?

Once your customer service team has more than three employees, it is difficult to explain to the rest of the organization what the customer service conversations are about. Adding tags to service conversations is a good method to tackle that problem.

Nov 09, 2021 • Mobile Service Cloud

Five Management Styles That Build High Performing Customer Service Teams

We’ve identified five distinct management styles that help build high-performing customer service teams - but the most successful managers are adaptive ninjas who can switch between styles!

Oct 12, 2021 • Mobile Service Cloud

Chatbot vs. Live Chat: which is right for you?

Chat is quickly becoming many customers’ favorite way to communicate with brands. From getting their problems solved quickly to finding out more information about a company’s products or services, chat is fast, efficient, and doesn’t involve the long-wait times typically associated with phone calls or rounds of back-and-forth emails.

Oct 01, 2021 • Mobile Service Cloud

Level Up Your Live Chat: Four Tips for Keeping Customers Happy and Increasing Conversion

Customers love live chat, with 46% preferring it over all other forms of digital communication. Instead of having to sit through cheesy tunes as they wait to speak to a customer service rep over the phone, live chat gives customers the convenience of short wait times – while still being able to talk through their issues with a real advisor. 

Sep 15, 2021 • Mobile Service Cloud

How to make flexibility the key to every successful marketing strategy

It’s widely accepted that change is the only constant in the modern business environment (Forbes, 2017). If businesses don't build marketing strategies with built-in flexibility, they won’t be able to adapt to and respond to this change. You can have the best marketing strategy in the world, but if it doesn’t allow you to take advantage of an opportunity in almost real time, or change your messaging based on fluctuating market conditions, it won’t be successful for long. Changes in consumer behavior or new competitive offerings can make any good marketing strategy obsolete, but the ability to adapt allows businesses to respond to problems and seize new opportunities the moment they arise. Here is how modern communications platforms help businesses identify opportunities and respond with flexibility to give them a competitive advantage.

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