12 customer service international experts share their best tips for an optimal customer care strategy.
Omni-digital, customer experience, customer satisfaction, NPS, FCR, every aspect of the contact centre strategy reviewed by experts.
Customer engagement portal an up to-date guideCRMJetty
Learn about the customer engagement portal and the tips to choose the right one. Go through the feature list and implement all the strategies for business success.
CRM Portals Through the Customer PerspectiveCRMJetty
CRM is a powerful tool. Perhaps the most important example of CRM plugins is a customer portal. While using the CRM, sometimes you might end up overlooking the customer’s perspective. How does CRM affect the customer? Check it out here.
Facebook now lets you install Messenger chatbots on your business page. Chatbots allow you to have an automated conversation with people who click on your Facebook Messenger to start a dialogue
Having CRM Solution for SMEs, start-ups and large enterprises through a robust Sales CRM Software Development Company in India will boost your business operations.
Customer experience: Beauty lies in the DetailsVikram Bawa
Most organizations are measuring Customer Experience, yet they are not at the top of their Customer Experience (CE) curve. The most important reason is the yardstick used for measuring CE.
Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...Salesforce Marketing Cloud
The time to embrace social channels is now. And incorporating social media strategy is the fast track to providing truly exceptional customer service. Service Cloud and Marketing Cloud have teamed up to show you how customer service and marketing are more closely linked than ever. Use social channels to:
Listen to customers where they are talking
Engage them in more personalized ways
Resolve cases quicker and delight customers
Transform service and create brand advocates
"So much of good customer service is context . . . A customer who has called or tweeted about the same issue three times within the last three months is a very different customer than somebody who just bought the product yesterday." —Tony Kavanagh, VP, Marketing, Salesforce Service Cloud
Customer engagement portal an up to-date guideCRMJetty
Learn about the customer engagement portal and the tips to choose the right one. Go through the feature list and implement all the strategies for business success.
CRM Portals Through the Customer PerspectiveCRMJetty
CRM is a powerful tool. Perhaps the most important example of CRM plugins is a customer portal. While using the CRM, sometimes you might end up overlooking the customer’s perspective. How does CRM affect the customer? Check it out here.
Facebook now lets you install Messenger chatbots on your business page. Chatbots allow you to have an automated conversation with people who click on your Facebook Messenger to start a dialogue
Having CRM Solution for SMEs, start-ups and large enterprises through a robust Sales CRM Software Development Company in India will boost your business operations.
Customer experience: Beauty lies in the DetailsVikram Bawa
Most organizations are measuring Customer Experience, yet they are not at the top of their Customer Experience (CE) curve. The most important reason is the yardstick used for measuring CE.
Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...Salesforce Marketing Cloud
The time to embrace social channels is now. And incorporating social media strategy is the fast track to providing truly exceptional customer service. Service Cloud and Marketing Cloud have teamed up to show you how customer service and marketing are more closely linked than ever. Use social channels to:
Listen to customers where they are talking
Engage them in more personalized ways
Resolve cases quicker and delight customers
Transform service and create brand advocates
"So much of good customer service is context . . . A customer who has called or tweeted about the same issue three times within the last three months is a very different customer than somebody who just bought the product yesterday." —Tony Kavanagh, VP, Marketing, Salesforce Service Cloud
The internet has changed the way we buy, beyond all recognition. Before e-commerce, we shopped using three distinct channels: in person, over the phone, via mail order.
Of those channels, two required the customer to engage with a real, live person. This meant more opportunities to convert on-the-fence customers. If they were in our store, we could approach them. If they had a question, they would approach us. To- day, that same on-the-fence customer might place items in their basket, get distracted or change their minds, and leave, potentially never to be seen again.
You need to know more than how to sell (although that’s still very important). You need to understand how consumers view online, and you need enough technical know-how to implement systems that help highlight when a customer should be approached.
Get all that right, and live chat can have a significant positive impact on your bottom line.
Of course, implementing a live chat function on your site isn’t enough - you have to know how to use it. This exhaustive roundup of practical tips and tactics will help you learn how.
Customer Service + Branding = Added ValueMartha Brooke
Is your contact center reinforcing or degrading your company's brand?
Read about to improve customer service by adding value.
Branded customer service adds value to each customer interaction by reinforcing and demonstrating the qualities that make your company unique. It reminds customers why you’re special, shows that you care, and makes an impression that is vastly more powerful than any TV ad, web banner, or promotional piece could ever be.
Email connect@InteractionMetrics to learn more!
Value added customer service is an important tactic for SMBs to acquire and retain potential customers, increase brand awareness and so on. Here are five ways build effective customer service solution to your business in order to increase brand presence at global level.
The Enterprise Feedback Management Guide explains how companies benefit from the use of enterprise feedback management systems (EFM), and how to implement and run an EFM system in your own company.
For most retailers, once the clock strikes midnight on Black Friday, they will constantly be racing against an unforgiving clock to solve every holiday customer question. This is why there is no better time of year than to pull out all of the stops to make sure every agent is as fast and productive as possible.
Click here for 100 FREE Flex Hours from Desk.com - just in time for the Holidays: http://bit.ly/HolidayRush2013
For a long time, a company’s commitment to outstanding customer service began – and ended – in its mission statement. This is all changing in a 24/7 connected world.
Your customers are taking to social media channels, like Facebook, Twitter and blogs, every day to recommend brands, provide usage tips, share content, and praise or criticize customer service; all affecting the perception of your brand. These conversations – whether stellar or abysmal – are taking place where they can be ‘heard.’
Join us for this matter-of-fact, no-nonsense webinar to discover:
1. Why – when the world is your competition – is customer service your only sustainable competitive advantage?
2. Why you need to personalize the customer experience or get left behind.
3. Why, with social media, customer service is the new marketing.
4. How to bust the 20 myths of customer service that hold your company back.
5. How to develop a formula to determine the economic value each customer contributes.
6. How to develop a two-way customizable customer service manifesto.
7. How to develop action plans for CEOs, line managers, and customer service reps.
8. How to get your best customers to stay and the harmful ones to leave.
Webinar attendees will learn tactics that enable their organizations to make more money through attitudes, and actions that will help their customers feel satisfied in bad times or good.
Businesses from every possible industrial vertical need to understand the importance of IT Staffing Services. Staffing services India benefit both large and small companies alike by finding the ideal staff for your organization.
We live in a world of ‘digital immersion’ and today’s customers don’t see your company through a channel-focused lens – they view the experience they have as ‘one experience’, irrespective of channel.
This presentation will explore the challenges that not only lay ahead, but also probe some ideas on how you can foster the type of engagement which moves beyond the traditional view of customer loyalty and into the world of cultivating fanatical brand advocacy.
The internet has changed the way we buy, beyond all recognition. Before e-commerce, we shopped using three distinct channels: in person, over the phone, via mail order.
Of those channels, two required the customer to engage with a real, live person. This meant more opportunities to convert on-the-fence customers. If they were in our store, we could approach them. If they had a question, they would approach us. To- day, that same on-the-fence customer might place items in their basket, get distracted or change their minds, and leave, potentially never to be seen again.
You need to know more than how to sell (although that’s still very important). You need to understand how consumers view online, and you need enough technical know-how to implement systems that help highlight when a customer should be approached.
Get all that right, and live chat can have a significant positive impact on your bottom line.
Of course, implementing a live chat function on your site isn’t enough - you have to know how to use it. This exhaustive roundup of practical tips and tactics will help you learn how.
Customer Service + Branding = Added ValueMartha Brooke
Is your contact center reinforcing or degrading your company's brand?
Read about to improve customer service by adding value.
Branded customer service adds value to each customer interaction by reinforcing and demonstrating the qualities that make your company unique. It reminds customers why you’re special, shows that you care, and makes an impression that is vastly more powerful than any TV ad, web banner, or promotional piece could ever be.
Email connect@InteractionMetrics to learn more!
Value added customer service is an important tactic for SMBs to acquire and retain potential customers, increase brand awareness and so on. Here are five ways build effective customer service solution to your business in order to increase brand presence at global level.
The Enterprise Feedback Management Guide explains how companies benefit from the use of enterprise feedback management systems (EFM), and how to implement and run an EFM system in your own company.
For most retailers, once the clock strikes midnight on Black Friday, they will constantly be racing against an unforgiving clock to solve every holiday customer question. This is why there is no better time of year than to pull out all of the stops to make sure every agent is as fast and productive as possible.
Click here for 100 FREE Flex Hours from Desk.com - just in time for the Holidays: http://bit.ly/HolidayRush2013
For a long time, a company’s commitment to outstanding customer service began – and ended – in its mission statement. This is all changing in a 24/7 connected world.
Your customers are taking to social media channels, like Facebook, Twitter and blogs, every day to recommend brands, provide usage tips, share content, and praise or criticize customer service; all affecting the perception of your brand. These conversations – whether stellar or abysmal – are taking place where they can be ‘heard.’
Join us for this matter-of-fact, no-nonsense webinar to discover:
1. Why – when the world is your competition – is customer service your only sustainable competitive advantage?
2. Why you need to personalize the customer experience or get left behind.
3. Why, with social media, customer service is the new marketing.
4. How to bust the 20 myths of customer service that hold your company back.
5. How to develop a formula to determine the economic value each customer contributes.
6. How to develop a two-way customizable customer service manifesto.
7. How to develop action plans for CEOs, line managers, and customer service reps.
8. How to get your best customers to stay and the harmful ones to leave.
Webinar attendees will learn tactics that enable their organizations to make more money through attitudes, and actions that will help their customers feel satisfied in bad times or good.
Businesses from every possible industrial vertical need to understand the importance of IT Staffing Services. Staffing services India benefit both large and small companies alike by finding the ideal staff for your organization.
We live in a world of ‘digital immersion’ and today’s customers don’t see your company through a channel-focused lens – they view the experience they have as ‘one experience’, irrespective of channel.
This presentation will explore the challenges that not only lay ahead, but also probe some ideas on how you can foster the type of engagement which moves beyond the traditional view of customer loyalty and into the world of cultivating fanatical brand advocacy.
Why customer complaints are good for your businessSalesBabuCRM
Dealing with a problem is a way to learn customer complaints and give real time problem solving ability to new and inexperienced service agents. Many complaints are very useful to shape the staff training process and methodology.
Getting Started With Conversational Marketing To Promote Your Business Comple...SlideTeam
Conversational marketing is a new approach to marketing that allows potential customers to interact one to one with the business in real time. This conversation is carried out by one of the team members via live chat or a programmed software known as chatbot. Chatbots are becoming increasingly popular for their unique benefits such as 24 7 access and quick information. This presentation deck is useful for businesses who wish to know more about conversational marketing or chatbot marketing and want to implement the same in their organization. Businesses can understand the difference between traditional marketing and how conversational marketing outscores it in certain aspects. A basic framework for creating a conversational script has also been shared to extract maximum benefits out of real time chat. The current market of chatbots and demand for the same has been laid out in this deck. Businesses can also realize the scope of chatbot marketing in their organization such as capturing leads, qualifying leads, provide customer support, and sell products directly via the chat window. Lastly, for businesses making up their mind to apply this new marketing approach can also learn how to measure the Return on Investment ROI of chatbot marketing and thus improvise their strategy. https://bit.ly/2WRfb23
Best Practices to Scale Your Customer Service.pdfSimplify360
The above-mentioned points will definitely help you scale your customer service and reward with happy customers — better customer retention rates, improved sales, and better business growth!
To know more, read: https://simplify360.com/omnichannel-customer-service/
Have you ever heard the term “Marketing Automation” before? Well, given that we are in 2018, I’m sure you have come across it multiple times. Especially if you spend some time searching for tools to boost your marketing activities. But do you know what is it? Do you confuse it with email marketing? I surely hope that you don’t! Think of the time you had to waste carrying out repetitive marketing tasks that kept you from doing the important stuff. From logging in to your social media accounts separately to post each post at its scheduled, to sending out cold non-personalized emails to your customers or prospects. Marketing Automation came to save the day!
This is a talk presented by Daniël Heerkens, Digital Marketing Strategy Director at 2Stallions Digital Marketing Agency, at The American Chamber of Commerce on 25th May 2017. He is sharing insights on marketing automation and its importance to modern marketers.
What we doing is integrated marketing strategies and custom software to grow your business. Please visit www.blackcodesolution.com to know more about us.
My 7-Step Guide to Build a Customer Journey Map in 1 Week (Lessons Learned)Nasti Šušnjara
Just because you say that you want to "delight your customers" doesn't mean that you actually do. Very often, we don't even know where we're failing to meet the expectations of our customers. This 7-steps exercise helped us visualize our customers’ experience and prioritize what we’ll work on based on data and not assumptions. The process has worked for me ever since.
Original article: https://medium.com/omneechannel/7-steps-guide-to-building-a-customer-journey-map-d2c3b00cfffd
Content:
1. Why you need to map out your customer experience
2. Don't get intimidated by the complexity
3. 7 steps to create your Customer Journey Map
- Collect data from your customers and prospects
- Define your personas and goals
- Define stages of your customer journey
- Add your customer actions, thoughts, and emotions
- Define key highlights and pain points
- Write down what you can do to improve
- Prioritize and execute changes
Special thanks to Kristjan Pecanac from Hekovnik startup school who helped me better understand these concepts when I just started my career in the tech industry.
Smarten up your social media & online marketing : 5 tips to improve your reach and engagement using automation and triggers
1) Get inspiration on how to plan, automate and measure your social media efforts
2) See how you effectively automate work processes for your online marketing
3) Get deep insight from a simple, yet successful use-case that anyone can implement today
Orador: Michael Leander - Markedu
This book explains the concept of customer relationship marketing(CRM) and provides guidance on how to implement it effectively. It also gives good practical examples of customer relationship marketing and the importance of social media when targeting a customer. For more information please click on link:
https://shrinke.me/6RwSQs0W
Relationship build business... how do you relate to your target audience?
If you want to have a long-term customer based circle, building relationship is essential.
You see, people buy from you because they already have the connection and trust with you not that they need the product alone. This is very important to understand.
Similar to Digital Customer Care in 2018 - best practices from 12 experts (20)
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
3. Email remains a major communication channel. You
must avoid automatic replies and always customize and
give a context to your answers. The advantage of email
over Social Media is that it is asynchronous. If you wish to
reduce the number of emails, let people know at the end of
your reply which other channels are available and might
bring faster answers.
Patrick Barrabé
Customer Care Expert
4. When a customer reaches out for help, respond
quickly. That doesn't mean by tomorrow. It means today.
And not hours from now. Some of the rock-star brands in
customer service make it a point to respond in under two
hours, with an effort to do it much quicker – sometimes
within minutes. Want to stand out from your competition?
Be quick to respond to your customers.
Shep Hyken
Customer Care Expert
5. Uber, Amazon, Blablacar, Alibaba aren’t necessarily
your direct competitors, but they have seriously raised the
bar when it comes to your customers expectations. If a
company can reply my message within 20 minutes, why
does another force me to use a web form to reply me 4
days later? Your customers expectations have evolved, they
want to select their own conversation channels and need
quick replies.
Julien Rio
Customer Care Expert
6. In 2018, we have to offer a personalised and
contextualised experience to our customers. Buyers receive
more and more offers and aren’t necessarily loyal. I regularly
meet with companies telling me the only regular
communication they have with their customers is an invoice.
With Marketing Automation, you can send customized and
contextualized emails based on clients profiles and past
transactions.
Ludovic Salenne
Customer Care Expert
8. Bet on Customer Care and training to be able to
respond to customers enquiries quickly and let them know
their requests have been well received. The number of
available channels has grown and you now must choose the
right ones and manage them properly. It is necessary to train
your teams because, regardless of the channel, they must
know how to handle a disappointed customer.
Catherine Cervoni
Customer Care Expert
9. Putting your customer at the heart of your strategy
will allow you to get rid of sillos and think in terms of
« customer needs » instead of « functions ». Your teams
should be organized around a single objective: satisfying
customers. That way, your structure is greatly simplified.
Eric Dos Santos
Customer Care Expert
10. Train your teams and give them autonomy, then once
it’s done… start over! Real customer satisfaction can only be
obtained if your teams are truly dedicated to helping your
customers. To achieve that, you’ll need the three keys:
Autonomy, Self control, Logic.
Cédric Blum
Customer Care Expert
12. Negative comments have quite an impact on
Facebook because there are widely read. You should always
hide them to reduce the impact, but avoid deleting them to
prevent a Streisand effect.
Patrick Barrabé
Customer Care Expert
13. Don’t be afraid to respond to negative comments,
you should do it! Each complaint is a gift from your
customer that gives you a new improvement angle.
Cédric Blum
Customer Care Expert
15. Don't lose the human side of your customer support.
With so much talk about AI (Artificial Intelligence) and
Virtual Assistants, it's easy to get caught up in automating
your service. Don't risk losing your emotional and human
connection with your customers. The best companies have
learned to balance automated and human support.
Shep Hyken
Customer Care Expert
16. Studies show that customers expect brands to respond
within an hour. Most companies just aren’t there, and it must
change in 2018! Chatbots are a real opportunity for 3
reasons: it is affordable, can reply 24/7 and even anticipate
your customers needs!
Ludovic Salenne
Customer Care Expert
17. Using a chatbot becomes necessary in 2018.
Consumers want to chat with brands directly without having
to use a contact form. A bot will manage part of customer
interaction through programmed suggestions to guide the
visitor and help him find quick answers.
Julien Bréal
Customer Care Expert
18. Today, chatbots are positioned as a first level of
interaction with customers before starting a real
conversation. By 2020, these conversational AI programs
may be used by 80% of companies, represent 40% of all
customer interactions and enjoy a 37% growth for an
estimated market of USD995B.
Philippe Gastaud
Customer Care Expert
20. A good Customer Care strategy starts with being
where your clients need you most. Today, with the new
« digital-native » generations, it means being available on
digital channels. Regrouping these in a single platform
allows you to efficiently pilot all different sources, but also
to balance your workload on your teams to ultimately offer
more homogenous and faster responses to your clients.
Eric Dos Santos
Customer Care Expert
21. Your customer service should be able to answer on
both synchronous and asynchronous channels.
More and more, companies go towards self-service to limit
human interactions (FAQ, chatbots, forums, etc.)
However, there should always be a fallback for your visitors
to contact a human agent. You must give autonomy to your
agents so they could make decisions easily. Here too,
measuring customer satisfaction post-interaction is
important so you could react quickly if the result isn’t
positive.
Frédéric Canevet
Customer Care Expert
22. To better manage customer care you can make videos
to help customers with your product or service.
The best tool around is Loom: it will help you answer
questions with video quickly and efficiently.
Julien Bréal
Customer Care Expert
23. Email marketing remains popular. Emails are being
checked continuously throughout the day and your recipients
will keep opening your messages if they trust you, if your
content is attractive, of quality and well targeted.
39% of recipients claim that promotional emails influence their
buying decision. For 24% of them, such emails help discovering
new brands, products or services. This is why 70% of marketing
teams keep using this channel.
Philippe Gastaud
Customer Care Expert
25. Multi-screen and mobile development leads to
rethinking the customer journey in an omni-channel manner.
Performances are more and more measured within the offered
customer experience, beyond multi-channel or cross-channel.
Communication within and around the point of sales is a
good example. You must be ready to rework your processes to
improve service quality and better reach your target.
Maud Jenni
Customer Care Expert
26. Create a “static” customer journey: make a photo of
customer experience at a given time. Make a list of the most
important elements (website, order, etc.), what the client
feels, the different actions to take, the process, etc. Then,
identify the elements in that list that deserve optimization.
Once done, take care of the interactive customer journey.
Measure customer satisfaction after each step of the journey
to understand what could have been improved.
Frédéric Canevet
Customer Care Expert
27. Messaging apps are true customer care channels
allowing interactions with your customers. Apps such as
Whatsapp can be a real differentiator for your brand and help
you satisfy your clients. Messaging apps also allow proximity
and help you increase customer loyalty.
Anthony Rochand
Customer Care Expert
28. Multi-channel customer care isn’t a burden but an
opportunity. Indeed, opening new channels means
managing more messages but it also means more
opportunities to understand, help and convince your clients
and prospects. Define a strategy that integrates the whole
digital panel: email, social media, live-chat and messaging.
Julien Rio
Customer Care Expert
29. Ready for an exceptional
Customer Care Strategy in
2018