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Articles from Surabhi Joshi | Selfgrowth.com
- ARE YOUR LIVE CHAT AGENTS POLITE TO YOUR VISITORS OR JUST DRIVING THEM AWAY? - by Submitted on Nov 02, 2017 from Surabhi JoshiYour customers expect you to serve them round-the-clock and in order to succeed, you need to live up to their expectations. The online presence of your business is not enough to take your brand to the desired height. Your website further needs to serve its visitors day and night not only through ...
Views: 407 - BAD CUSTOMER SERVICE: HOW IT MAY CRUMBLE YOUR BUSINESS INTO PIECES! - by Submitted on Nov 22, 2017 from Surabhi JoshiCustomer service is the most important aspect of your business as it directly affects the revenue growth. Exceptional customer service can compensate for poor marketing skills, but it’s very difficult to replace a bad customer service with effective marketing. Bad customer service usually ...
Views: 480 - BENEFIT YOUR BUSINESS WITH GAMIFICATION! - by Submitted on Apr 30, 2018 from Surabhi JoshiGamification is all about using game design elements in non-game contexts so as to improve user engagement, productivity, ease of use, the usefulness of systems, physical exercise and a lot more. This powerful concept, when used for businesses, provides a number of benefits. Read on to know how ...
Views: 422 - BENEFITS OF ANI IN CUSTOMER SUPPORT CENTERS - by Submitted on Nov 16, 2019 from Surabhi JoshiAs mentioned earlier, ANI is a feature of a telecommunications network for determining the origination telephone number on toll calls for billing purposes. This amazing feature provides a number of benefits to the customer support centers employing it. We have mentioned some of those benefits ...
Views: 364 - BENEFITS OF AUTOMATIC CALL DISTRIBUTION (ACD): I - by Submitted on Aug 26, 2019 from Surabhi JoshiSo far we have discussed about automatic call distribution system, its features and its integration with the IVR technology. Apart from its mind blowing features ACD offers a number of benefits that are extremely useful in increasing the efficacy of any organization. Let’s take a look at some of ...
Views: 318 - BENEFITS OF AUTOMATIC CALL DISTRIBUTION (ACD): II - by Submitted on Aug 27, 2019 from Surabhi Joshi1. Shorter response time: One of the most important benefits of ACD is short response time. This call distribution system is highly capable of identifying VIP callers who have a reputation of high-ticket transactions. Since, the ACD system filters the calls on predefined criteria, these calls ...
Views: 320 - BENEFITS OF CO- BROWSE TECHNOLOGY: I - by Submitted on Aug 06, 2019 from Surabhi JoshiBy now all of you are quite familiar with co- browse technology. Apart from being a great tool for the success of a website, it offers a number of benefits to the companies and sites inculcating this technology. Some of those benefits have been mentioned below: 1. It improves support ...
Views: 391 - BENEFITS OF CO- BROWSE TECHNOLOGY: II - by Submitted on Aug 07, 2019 from Surabhi Joshi1. Long term adoption of self service tools: Showing customers how to utilize self service tools leads to the long term adoption of self service tools which is yet another benefit of co- browsing. It is extremely beneficial when: i) a company is launching new online tools or updating ...
Views: 369 - BENEFITS OF CO- BROWSE TECHNOLOGY: III - by Submitted on Aug 08, 2019 from Surabhi Joshi1. Increased grade of customer engagement: An increased grade of customer engagement is one more benefit offered by co- browse technology. Co-browsing teaches customers how to do things rapidly and effectively. Moreover, proactive invitations to shop together drive customer engagement, giving ...
Views: 318 - BENEFITS OF INCORPORATING LIVE CHAT AT INTO YOUR WEBSITE - by Submitted on Oct 27, 2018 from Surabhi JoshiLive chat is the perfect web service which gives your customer the liberty to communicate or “chat”, in real time with a real live person as the company representative, on whose website the visitor is visiting. Live chat has a real lot to offer B2C and B2B companies who are indulging in ...
Views: 384 - BENEFITS OF PROACTIVE LIVE CHAT SERVICE - by Submitted on Sep 24, 2018 from Surabhi JoshiCustomers who are their your website for the very first time are their basically looking for some information. Here it becomes necessary to take the initiative and communicate with them by having meaningful interactions with proactive chat. With proactive chat you get the opportunity to ...
Views: 409 - BENEFITS OF USING SPEECH ANALYTICS: I - by Submitted on Sep 30, 2019 from Surabhi JoshiAs we mentioned in an earlier post, speech analytics refers to the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The information cumulated using speech analytics can be used to discover information relating to strategy, ...
Views: 490 - BENEFITS OF USING SPEECH ANALYTICS: II - by Submitted on Oct 01, 2019 from Surabhi Joshi1.Deflates operating expenses: Speech analytics can help deflate operating expenses by detecting cost savings and ways to avoid spending money while generating incremental revenue. In order to tune a speech analytics application for a specific site, a significant investment in time and ...
Views: 361 - BEST 6 STRATEGIES TO SHOW CUSTOMER APPRECIATION - by Submitted on Apr 25, 2017 from Surabhi JoshiAccording to a research, a customer appreciation strategy influences customer loyalty and advocacy, which in turn led to boosted sales growth. So, why not leverage its benefits? Here are the best customer appreciation strategies that can help benefit your business to a large extent: Celebrate ...
Views: 564 - BEST CHAT PLUGINS FOR YOUR WORDPRESS BLOG - by Submitted on Jul 17, 2017 from Surabhi JoshiIt’s no brainer that live chat can work wonders for any business, website or blog. Also, the process of adding a live chat feature to a website or blog is just a matter of a few clicks today! Thanks to the wonderful plugins that enable you to install a live chat functionality within fractions of ...
Views: 692 - BEST CUSTOMER RETENTION STRATEGIES : PART I - by Submitted on Jan 07, 2019 from Surabhi JoshiCustomer retention is termed as a process of inculcating those techniques by the companies that help in the exemption of customer defections. The sole purpose of customer retention programs is to help companies retain as many customers as possible through customer loyalty and brand loyalty ...
Views: 342 - BEST CUSTOMER RETENTION STRATEGIES : PART II - by Submitted on Jan 08, 2019 from Surabhi Joshi1. Reactivate the lost customers: Customer retention can be easily achieved by dedicating resources to entice your lost customers. You can further regenerate business by approaching them in the correct way, with the correct offer. In other words, reactivating customers who are familiar with you ...
Views: 317 - BEST CUSTOMER RETENTION STRATEGIES : PART III - by Submitted on Jan 09, 2019 from Surabhi Joshi1. Employ a proactive approach towards customer service: Instead of waiting for problems to occur, a company that implements anticipatory service can curb problems before their occurrence. And the best way to do that is to employ a proactive approach. Knowing the problems beforehand and being ...
Views: 357 - BEST HACKS TO MAKE THE MOST OUT OF YOUR NPS SCORE! - by Submitted on Jul 12, 2017 from Surabhi JoshiNet promoter score is one of the many metrics that let you know how satisfied your customers are with your products or services. Once the NPS scores have been gathered, there are two possibilities: either they get piled up as a mere feedback or they are used up in a better way to benefit the ...
Views: 534 - BEST LIVE CHAT PRACTICES TO WOO YOUR CUSTOMERS - by Submitted on May 11, 2018 from Surabhi JoshiMore and more businesses today are installing live chat services so as to enhance the quality of their customer service and boost their profits. But are all of them able to enjoy all the benefits that the service claims to provide? The answer is- NO! In fact, many of them are not even able to ...
Views: 438 - BEST STRATEGIES TO CURB AGENT ATTRITION: I - by Submitted on Nov 18, 2019 from Surabhi JoshiAn attrition refers to a common problem when call center employees feel stressed, unrecognized or underpaid. It can further be defined as the rate at which members of staff voluntarily leave the workforce over a given period of time. A thorough understanding of all of the reasons employees ...
Views: 347 - BEST STRATEGIES TO CURB AGENT ATTRITION: II - by Submitted on Nov 19, 2019 from Surabhi Joshi1.Provide adequate training to all the agents: Skipping or shortening the training period, based on the fact that some agents need intense training while others do not can lead to the omission of useful experiences. This may further result in feelings of exclusion, inadequacy, and ...
Views: 331 - BEST STRATEGIES TO CURB AGENT ATTRITION: III - by Submitted on Nov 20, 2019 from Surabhi Joshi1. Provide rewards and internal promotions: Implementing peer recognition and rewards program is yet another powerful method of curbing agent attrition. It involves ensuring that each agent receives feedback that is directly tied to their performance and that they receive rewards when they ...
Views: 307 - BEST STRATEGIES TO CURB AGENT ATTRITION: IV - by Submitted on Nov 21, 2019 from Surabhi Joshi1. Improve the working conditions: Agent satisfaction is the key to reducing agent attrition. This can be achieved by allowing agents the opportunity to work from home, on a flexible schedule, or in an office with an ergonomic workspace. This will make them more satisfied with their work and ...
Views: 337 - BEST STRATEGIES TO CURB AGENT ATTRITION: V - by Submitted on Nov 22, 2019 from Surabhi Joshi1. Consider agent priorities: According to a research, agents who have worked in the contact center for more than six months have these top three priorities namely: i) salary ii) progression iii) nice environment On the other hand, the top three priorities for those who have been ...
Views: 319 - BEST STRATEGIES TO USE TWITTER FOR GROWING YOUR BUSINESS - by Submitted on May 18, 2017 from Surabhi JoshiTwitter provides immense opportunities for business growth. You can leverage this power and highly loved social media platform to grow your business like never before. Here are the best of all strategies that can help you make the most out of it: Use appropriate hashtags: Hashtags are used ...
Views: 528 - BEST STRATEGIES TO USE TWITTER FOR GROWING YOUR BUSINESS - by Submitted on Jan 07, 2020 from Surabhi JoshiTwitter provides immense opportunities for business growth. You can leverage this power and highly loved social media platform to grow your business like never before. Here are the best of all strategies that can help you make the most out of it: Use appropriate hashtags related to your ...
Views: 391 - BEST TIPS TO PROTECT YOUR BRAND FROM THE WRATH OF ANGRY SOCIAL MEDIA USERS! - by Submitted on Oct 05, 2017 from Surabhi JoshiThere’s an age old saying- Prevention is better than cure! This is absolutely true in case of a brand or a business today! What makes us say that? Well! No matter what scale or size a business is, no matter how great it’s products or services are, it has to face the wrath of angry social media ...
Views: 457 - BLENDED UNIVERSAL QUEUE SYSTEM AND ITS ADVANTAGES - by Submitted on Sep 28, 2019 from Surabhi JoshiBlended universal queue, more appropriately known as the universal queue (UQ) refers to an advanced concept in contact center design. As per this concept, multiple communications channels (such as telephone, fax, and email) are integrated into a single queue to standardize processing and ...
Views: 478 - BOOST TRAVEL BUSINESS WITH LIVE CHAT - by Submitted on Jul 11, 2018 from Surabhi JoshiThe development of discount travel agencies and automated ticketing websites over a couple of years have drastically increased the competition in the travel industry. Live chat is the website tool that lifts your travel agency above the competition with live sales and exceptional customer ...
Views: 449 - BOOST YOUR CSAT: SURE FIRE TIPS TO RAMP UP YOUR E-COMMERCE SUCCESS! - by Submitted on Oct 09, 2017 from Surabhi JoshiCSAT or customer satisfaction is the measure of how happy your customers are with your products and services. Customer happiness is something that most of the successful businesses today strive to excel in and the other businesses work at achieving. There are a number of tips that are ...
Views: 414 - BOOST YOUR CSAT: SURE FIRE TIPS TO RAMP UP YOUR E-COMMERCE SUCCESS! - by Submitted on Oct 09, 2017 from Surabhi JoshiCSAT or customer satisfaction is the measure of how happy your customers are with your products and services. Customer happiness is something that most of the successful businesses today strive to excel in and the other businesses work at achieving. There are a number of tips that are ...
Views: 431 - BRAND BUILDING: TOP 4 TOOLS TO ACCOMPLISH YOUR GOAL SUCCESSFULLY - by Submitted on Dec 07, 2019 from Surabhi JoshiAs mentioned earlier, brand building refers to the process of generating awareness, establishing and promoting company using strategies and tactics. It is basically the visual voice of your company that differentiates you from your competitors and convinces people as to why they should choose ...
Views: 325 - CALL ABANDONMENT RATE AND ITS ELEMENTS - by Submitted on Sep 13, 2019 from Surabhi JoshiAn abandoned call refers to a call or any other type of contact proposed to a call center but ends before any communication takes place. Call abandonment rate better known as “Abandon Rate” further refers to the percentage of inbound phone calls made to a call center or service desk that are ...
Views: 340 - CALL BLENDING AND ITS UNMATCHED BENEFITS - by Submitted on Sep 27, 2019 from Surabhi JoshiCall blending refers to the capability to make outbound calls while also being able to receive inbound calls, all in one easy technologically created the system. It helps in the equal distribution of calls among the workstations in a call center. This means that all the agents have the same ...
Views: 365 - CALL RECORDING AND ITS SIGNIFICANCE: I - by Submitted on Oct 03, 2019 from Surabhi JoshiCall recording software records telephone conversations over PSTN or VoIP in a digital audio file format but it’s distinct from call logging and tracking. However, the software may include both recording and logging functionality. The actual recording takes place on a recording system with ...
Views: 326 - CALL RECORDING AND ITS SIGNIFICANCE: II - by Submitted on Oct 04, 2019 from Surabhi Joshi1. Helps enrich feedback during training sessions: Excerpts from call recording can be used to demonstrate the agents where exactly they failed to meet expectations. The quantitative data from call scoring forms will help to make the feedback more comprehensive. Moreover, this will enhance ...
Views: 367 - CALL RECORDING AND ITS SIGNIFICANCE: III - by Submitted on Oct 05, 2019 from Surabhi Joshi1.Enhances customer satisfaction: The quality of interaction between a call center agent and a customer decides the efficiency of customer service which further affects customer satisfaction. Therefore, the agent has to communicate clearly, maintain phone etiquette, treat the customer with ...
Views: 394 - CAPABILITIES OF AUTOMATIC CALL DISTRIBUTION SYSTEM - by Submitted on Aug 23, 2019 from Surabhi JoshiAutomatic call distribution refers to the process of routing incoming calls to the most suitable agent who can answer the caller’s need appropriately. Moreover, it comes pre-integrated with a Computer telephony integration technology and an IVR that provides the options of self-service and helps ...
Views: 310 - CASE STUDIES: SEE HOW THEY HELP BOOST THE SUCCESS OF YOUR BUSINESS - by Submitted on Dec 26, 2019 from Surabhi JoshiCase studies are the reports about people, groups, or situations that have been studied. These studies basically aim at showing the value of using your products or services. Displaying case studies on your website can provide a number of benefits: Provide an unbiased view of your ...
Views: 294 - CHAT SOLUTIONS FOR SMALL BUSINESSES - by Submitted on Dec 31, 2018 from Surabhi JoshiWant happier customers? If you get live chat at your website then you are to see happy and satisfied customers, and at the same time your business also grows online. Live chat is there to provide fast, on-demand customer support at your website. It addresses the concerns and queries of your ...
Views: 351 - CHATBOT TRAITS: ALL THAT A BOT NEEDS TO PROVIDE AN EXCEPTIONAL SUPPORT - by Submitted on Dec 07, 2017 from Surabhi JoshiArtificial intelligence (AI) has taken the entire world by storm. It has entirely transformed the digital era. All the digital channels being used by the various industries are being redefined by the use of AI specifically with the most amazing invention- chatbot. Today, chatbots are ...
Views: 455 - CHATBOT: A RELIABLE AND TRUSTED EMPLOYEE READY TO SERVE YOU FOR FREE! - by Submitted on Sep 04, 2017 from Surabhi JoshiNot yet created a chatbot for your business? Not quite convinced about creating one? Well, we have some solid reasons to convince you about that! But first! What exactly is a chatbot and what’s it meant for? Well, a chatbot is basically a computer program that conducts a conversation via ...
Views: 405 - CHATBOTS AND THE BIGGEST MYTHS HINDERING THEIR SUCCESS - by Submitted on Oct 25, 2017 from Surabhi JoshiThe digital technology has grown bigger and bigger over all these years and it still continues doing the same. One of the latest and the hottest trends in this field is that of chatbots and AI. Almost all of us have come across a number of articles about chatbots and the advancements they ...
Views: 476 - CHATBOTS AND THE RELATED TRENDS YOU SHOULD BE FOLLOWING IN 2018 - by Submitted on Jan 10, 2018 from Surabhi JoshiChatbots have taken people’s convenience to some other level! Whether you wish to book movie tickets or order food or inquire about nearby nightclubs, just talk to the bots and consider it done! Their growing fondness has compelled the marketers to employ strategies to engage an audience ...
Views: 567 - CHATBOTS FOR BANKING: THE PERFECT BLEND FOR A 100% CUSTOMER SATISFACTION! - by Submitted on Dec 05, 2017 from Surabhi JoshiBusinesses today, place so much importance on their customers and why not? After all, it’s because of and for the customers that a business exists. That’s the reason numerous attempts are made to assist the customers whenever they need help. However, just providing a number of different customer ...
Views: 434 - CLEVER HACKS TO BOOST THE AVERAGE ORDER VALUE FOR YOUR BUSINESS IN A JIFFY! - by Submitted on Apr 23, 2018 from Surabhi JoshiDoes your online store seem to be plateauing? Has your revenue begun to look the same every month? Have all your efforts to outwit Google and crack its ever-changing search algorithm been rendered futile? Do you feel all the money that you used to drive traffic in an attempt to increase ...
Views: 438 - CLEVER HACKS TO MAKE YOUR CUSTOMER LOYALTY PROGRAMME A SUCCESS - by Submitted on Feb 28, 2018 from Surabhi JoshiCustomers love having choices. They love being valued. They love their opinions being voiced. And a business that never fails to provide all this, is the one that’s successful today! A customer loyalty program is one of the many ways of making your customers feel appreciated and encourage ...
Views: 522 - CLEVER TACTICS TO EFFECTIVELY CONVERT YOUR WEBSITE VISITORS INTO CUSTOMERS - by Submitted on Nov 17, 2017 from Surabhi JoshiAs a business, you make money when you get paying customers. Though having a lot of traffic on your website is good but if they do not fulfill your CTA requirements you simply drain away all the effort spent to bring people to your website. Here are the most effective tips that will help you ...
Views: 496 - CLEVER TACTICS TO SKYROCKET WOM FOR YOUR BUSINESS! - by Submitted on Apr 09, 2018 from Surabhi JoshiWOM has been there since ages! No, seriously! People around the globe have been dependent on the recommendations of their friends, relatives, colleagues and so on for the purchase of a thing as small as a toothpaste. With time WOM has grown as an inevitable aspect of a business’s growth. ...
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