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For SaaS companies, customer support directly affects whether people continue using the product. Customers may need help during a free trial, while setting up their team, when learning a new feature, after a billing query or just before renewal. Each of these moments can influence how they feel about the software. A quick, useful answer… …
Customer support tends to become more complicated as a business grows. A small team may be able to deal with enquiries informally at first, but that becomes harder once volumes increase, customers start using more channels, and certain problems need more specialist attention. A good customer support team makes the process easier for everyone. Customers… …
Customer care and customer service are very similar. You can even have the same people offering both. Although the differences are subtle, we can say that “service” refers to practical assistance, while “care” implies practical help coupled with personal connection and empathy. Consider this from a customer perspective. It’s the difference between “They helped me”… …
Whether we’ve tried it ourselves or not, we’ve all encountered businesses that offer live chat at one point or another. So, what is live chat meant to do? The simple answer is that when businesses offer live chat, customers can use it to help them get instant answers to their questions. So far, it seems… …
It’s accepted knowledge: outsourcing certain functions to specialised outside entities builds capacity because it frees you up to concentrate on the things your business does best. If you choose well, the task gets done better than you can, and there might even be cost savings to boost your bottom line. Even the biggest firms take… …
Gaining new customers can be pretty difficult in today’s competitive world: all the more reason to keep them once you have them. Losing customers is easier than gaining them, and the link that keeps them choosing you, or that drives them to your competitors, is often the quality of the customer support your business offers. … …