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Lessons from T-Mobile Customer Service

T-Mobile used to be a cheap carrier nobody really wanted to use if they could go to a top-tier phone carrier such as Verizon. However, in the last few years, T-Mobile has jumped the charts and is now competing heavily as a top carrier. There are a lot of reasons for that boost, including a better network offering. However, one of the biggest reasons for T-Mobile’s success has been their customer service department. Customers get everything they want from customer care, whether that be a simple answer from AI Chatbot or help getting charges refunded on their bills. Here’s a few lessons to learn from T-Mobile customer service. Almost no wait There is almost no wait in line to get a hold of a customer service agent. In fact, customers who are on a wait can opt in to have a customer agent call them back when it is...

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Using Customer Service to Get Back Customers

There are many different types of customer interactions a customer service employee may have to deal with. Many of those include simple and easy questions such as asking about store hours, though those can be easily answered by an AI Chatbot to avoid wasting employee time. There are also more complicated questions or concerns that may take the creative thinking of a real person to solve. While rare, there is the occasional interaction thanking the company for doing a great job. And then there’s the angry customer, which is probably what most customer service interactions entail. These customers have probably already left before even making their complaint, so how can you get them back? Here are some tips. Always respond A customer who takes the time to reach out to your business, whether through social media, email, chat, text or other means, is the kind of customer who can be loyal if...

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Customer Service: 3 Ways to Go the Extra Mile

Having the best customer service means providing more than just what the customer expects. It is valuable because it builds a customer relationship that is strong enough to withstand a mistake here and there. No customer is ever going to leave a place they know works extra hard to treat them right. But how exactly do you go that extra mile? Here are 3 ways your business can do so. Use artificial intelligence Artificial intelligence is extremely beneficial in customer service departments. It can communicate with customers for you when they have simple questions leaving customer service representatives to working solely with the clients who need them the most. A computer can also benefit your customer service department by allowing artificial intelligence to listen to conversations and generate recommendations for what to say next that the customer will most likely want to hear. Overall, this is going to create...

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Branding: Important for Customer Service

Customers expect to have the same type of experience no matter who they are interacting with in the company. Whether that’s professional, casual, fun, or even a little crazy. The branding your company decides to put forth is about more than just your marketing strategy though; it should be a part of all arms of your company, especially customer service. Customer service interacts with your audience more than the marketing team in many instances. Here are ways to make sure your branding is fluid through customer service just as much as it is in marketing. Analyze data to determine what is working Before anything, you need to take a look at the data and see how customers are responding to your current marketing branding. This is easiest with a machine learning startup using a computer to review and analyze data for you and push out real time recommendations. You’ll...

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Tips to Train New Customer Service Agents

Getting new customer service agents trained can be frustrating. There’s a learning curve that takes time, and it can be frustrating for customers to deal with the new employee who may not know what they are doing. However, there are some ways you can train new customer service agents that will speed things up and improve their customer interactions in the meantime. Here are a few tips. Use of technology Customer service is only as effective as their technology they have available to help them. Make sure your new agents have an are properly trained on all the technology they will use to do their job. This includes training them on how the artificial intelligence technology works. If you don’t currently have an artificial intelligence startup working with your customer service department, that is a big mistake. Not only can AI chatbot answer customer questions through text and chat, but the...

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Top Customer Service Tips for 2018

As the new year approaches, it is time for businesses to make plans and goals for 2018. This is especially important for a customer service department that tends to get ignored but is an essential part of doing business. With social media and review sites making it easier than ever for bad reviews to take down a business, customer service needs to be ready and able to make a good impression and keep customers happy. Here are some of the top tips for 2018 for customer service. Create efficiency An efficient customer service department will be extremely successful. It will mean customers won’t have to wait on hold for 20 minutes every time they have a question, and it means they’ll be able to answer questions and concerns faster and with more ease. Here are a few ways to improve efficiency. Artificial Intelligence: Use of an AI chatbot to respond...

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Customer Service Mistakes: What Not to Do

Customer service employees are the face of a company. They interact with customers more frequently than anyone else in the business, which means they need to be on top of their game. There are a lot of things you should definitely do, such as use AI chatbot and give proper customer service training, but there are also many things to avoid. Here is what not to do when it comes to customer service mistakes. Do not tell a lie People call customer service to get specific information, and they make decisions based on the information they were given. Nothing will make a business lose a customer faster than telling them a lie. Nearly everyone has experienced a time when they’ve called a company and been told one thing just to find out later that the other agent lied. And then, to make matters worse, customer service agents usually solve this problem...

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Holiday Customer Service: Do it Right

With the holiday shopping season in full swing, your customer service department is probably flooding with phone calls, emails, chats, and texts from customers trying to get answers to their questions. And while they just want to make sure they are getting the best gifts possible for loved ones, you are trying to do everything possible to keep up with it. And the extra customer service calls won’t end until a few weeks into January after everyone has either returned the stuff they don’t want or gotten all their questions answered about how to work their new gear. So here are some tips to make sure you are doing your holiday customer service right. Let Artificial Intelligence take the lead There are many instances where artificial intelligence can easily receive, analyze, and respond to customer inquiries without a live customer service agent every getting involved. This type of program works really...

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How Customer Service is Using Artificial Intelligence

Artificial Intelligence is more advanced than ever. While it isn’t as advanced as the personal assistant Iron Man and SpiderMan use in their suits quite yet, it is actually extremely useful. Not only are people using AI personal assistants every day on their phones, businesses have started using it more frequently in their customer service departments. In fact, a recent study shows that 91% of the leading companies in customer satisfaction are already using AI. Here are some ways businesses are already working with artificial intelligence startups to create a more efficient and successful customer service department. Chatbots through texting and chat Being able to advertise to current customers through texting is great, but it is even better if those customers can text you with questions they have. Businesses are already focusing on putting artificial intelligence to work answering questions that come in real time through texting. This saves the customer...

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7 Reasons Why Customer Service is a Top Priority

Every business already knows you must have a great product if you want sales. You spend meetings focusing on ensuring the product is high quality, innovating to create new products, and even figuring out how exactly you want to market your products. But what many businesses gloss over is customer service. Instead of innovating and getting set up with an artificial intelligence company to ensure you have the latest technology and training in the customer service department, most businesses focus efforts on other things. Here are 7 reasons why customer service should be your Top priority Word of Mouth Advertising is #1 While your company understands you must advertise in order to get more customers, what you may not realize is that your best form of advertising comes from your current customers. Customers who have used your product and are completely satisfied with the whole experience using your company, including...

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