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Articles from Surabhi Joshi | Selfgrowth.com
- TOP 4 STRATEGIES TO SIGNIFICANTLY IMPROVE YOUR NPS SCORE - by Submitted on Dec 23, 2019 from Surabhi JoshiA single question helps calculate NPS: How likely is it that you would recommend our company/product/service to a friend or colleague? The score for the answer varies from 0 to 10. People who respond with a score of 9 to 10 are called “Promoters”. Others who respond with a score of 0 to 6 are ...
Views: 353 - WHY SHOULD YOU INTEGRATE LIVE CHAT WITH YOUR CRM? - by Submitted on Nov 02, 2018 from Surabhi JoshiIntegrating live chat with your existing CRM you have a real lot of benefits to choose from. Here we are going to focus on the most sustainable benefits that are continuing to provide value over time. Customer Satisfaction – Customers want to trust you, but if you are not recognizing them, ...
Views: 353 - ALL YOU NEED TO KNOW ABOUT FCD AND ITS IMPACT ON CALL CENTERS - by Submitted on Nov 08, 2019 from Surabhi JoshiA fast clear down is a call center term for a caller who hangs up upon hearing a delay notice. FCD is basically used for callers who hang up immediately after they come to know about the delay in reaching a customer care agent. This is a scenario where a caller hangs up the call after listening ...
Views: 352 - 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: 352 - TOP 7 LIVE CHAT ETIQUETTES FOR AN EXCEPTIONAL CUSTOMER EXPERIENCE - by Submitted on Dec 24, 2019 from Surabhi JoshiLive chat etiquettes are an inevitable part of the chat service provided by the websites these days. These are certain guidelines that if followed while providing an online chat support can help enhance the customer service. Let’s have a look at the most important guidelines that need not be ...
Views: 352 - TIPS TO INCREASE CONVERSION RATE: II - by Submitted on Jul 23, 2019 from Surabhi Joshi1. Provide transparency: Today’s consumers know when you’re being transparent and when you’re covering up for a defect with colorful or manipulative language. So, if you wish to increase your conversion rate, instead of trying to sugar coat things to sell your product, be straightforward ...
Views: 351 - HOW LIVE CHAT CAN HELP YOU TO HUMANIZE YOUR CUSTOMER SUPPORT? - by Submitted on Nov 01, 2018 from Surabhi JoshiYou must be giving a thought, “Why live chat?” if you desire to humanize your customer support. The fact is that live chat can really help you to humanize your customer support in a variety of ways. These include : Near instant human interaction : No one desires to be stuck at the other end ...
Views: 350 - INBOUND MARKETING STRATEGIES TO GROW YOUR BUSINESS: III - by Submitted on Jul 15, 2019 from Surabhi Joshi1. Content marketing: Content marketing is one of the many beneficial inbound marketing strategies that will help you build your business and grow it further in the long run. It is described as the form of marketing focused on creating, publishing and distributing content for a targeted ...
Views: 350 - LIVE CHAT REDUCED REPETITION - by Submitted on Dec 19, 2018 from Surabhi JoshiHow many times have you found yourself re-entering and repeating your account numbers, social securities or the nature of the complaint or situation you are facing to different phone representatives? Should it be not like, the system should be able to show your number once they have it and the ...
Views: 350 - STRATEGIES TO BENEFIT YOUR BUSINESS USING LIVE CHAT - by Submitted on Dec 13, 2019 from Surabhi JoshiLive chat is undoubtedly an untapped potential to grow your business. A live chat feature on your website can drive numerous benefits towards your business. However, you need to use the live chat software wisely to enjoy those benefits. Here are the best strategies that can profit your business ...
Views: 349 - 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: 348 - YOUR ULTIMATE GUIDE TO FIRST CALL RESOLUTION - by Submitted on Sep 04, 2019 from Surabhi JoshiFirst call resolution is a term related to CRM system. It means properly addressing the customer’s need the first time they call. This eliminates the need for the customer to follow up with a second call. The average time an agent spends on each call is known as talk time and is a common call ...
Views: 348 - ADDITIONAL FEATURES THAT LIVE CHAT SUPPORT TOOLS OFFER - by Submitted on Oct 03, 2018 from Surabhi JoshiLive chat is there at the website that proves to be the ultimate customer support channel. It delights your visitors by giving instant response to their queries, answering to the concerns they may be having because of which they have been reluctant to click the ‘buy’ button. Despite giving the ...
Views: 347 - LEAD MAGNETS FOR AN EFFICIENT CONVERSION: III - by Submitted on Jul 10, 2019 from Surabhi Joshi1. Demonstration: In case of marketing, a product demonstration refers to a promotion where a product is demonstrated to potential customers. The sole purpose of such a demonstration is to introduce customers to the product to make them familiar with it in hopes of getting them to purchase that ...
Views: 347 - THE NUMEROUS BENEFITS OF LIVE CHAT SUPPORT - by Submitted on Oct 23, 2018 from Surabhi JoshiLive chat support is supposed to be the best option for getting your client questions answered and making your customers a lot more happier. Despite the fact that a lot of e commerce websites and business owners think live chat as cheesy and outdated, the truth is just the opposite. There a ...
Views: 347 - TIPS TO INCREASE CONVERSION RATE: V - by Submitted on Jul 26, 2019 from Surabhi Joshi1.Exemption of customer hesitation: It is very important to exempt any kind of consumer hesitation related to the offers you provide in order to increase your conversion rate. People will have conscious and subconscious objections to what you’re saying about your products and offers. You need ...
Views: 347 - INBOUND MARKETING STRATEGIES TO GROW YOUR BUSINESS: II - by Submitted on Jul 12, 2019 from Surabhi Joshi1. Email opt-ins: An email list is an important aspect of inbound marketing and one of the most crucial factors in building a business and growing it thereafter. Opt-in email is a term used when someone is given the option to receive email and is some sort of mailing list, newsletter, or ...
Views: 346 - 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: 345 - Decrease shopping cart abandonment using chat invitations - by Submitted on Feb 25, 2020 from Surabhi JoshiThere is a great sales platform established by you. You have got all your fabulous products and services beautifully displayed that provokes the customer’s passion and interests. The platform is also performing as you thought, except for one concern, that you are losing your customers as a ...
Views: 344 - INCREDIBLE BENEFITS OF IVR TECHNOLOGY: II - by Submitted on Aug 19, 2019 from Surabhi Joshi1. It encourages automated customer service: Automated customer service means that customers are enabled to solve their own problems and obtain the required information without speaking with an agent. Therefore, IVR systems simplify the customer service by automating it. 2. It enables ...
Views: 344 - WHY ISSUE TRACKING SYSTEM IS IMPORTANT FOR A CALL CENTER - by Submitted on Nov 01, 2019 from Surabhi JoshiAs mentioned in our earlier post, issue tracking system is a software application that allows an enterprise to record and follow the progress of every problem or issue that a computer system user identifies until the problem is resolved. An ITS enables the user to: i) report an issue ii) ...
Views: 344 - WHY YOU SHOULD EMPLOY A PREDICTIVE DIALING SYSTEM: II - by Submitted on Oct 22, 2019 from Surabhi Joshi1. Helps organize and maintain client database appropriately: Making use of a predictive dialing system can help organize and manage the client database and maintain all relevant records systematically. In other words the manual process of manually scribbling down the notes is replaced by an ...
Views: 344 - 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: 342 - TIPS FOR GROWING YOUR PERSONAL BRAND: II - by Submitted on Jul 20, 2019 from Surabhi JoshiIt takes time and effort to build and grow your personal brand but it’s worth it. It’s something that can follow you throughout your career. Moreover, it lets people know who you are and what you stand for. Here are some more tips to create a strong personal brand that you can always refer to ...
Views: 342 - ENGAGE VISITORS AND COLLECT CONTACT DETAILS WITH LIVE CHAT - by Submitted on Sep 11, 2018 from Surabhi JoshiIf you are looking for ways to turn the web browsers into paying customers than providing quality customer service is an awesome way to differentiate your business and land your customers with an incredible experience. Live chat is the tool which provides excellent customer service. The chat ...
Views: 341 - HOW TO DEAL WITH A DIFFICULT CUSTOMER: I - by Submitted on Sep 10, 2019 from Surabhi JoshiIn today’s era, quality customer service is a necessity when you are trying to stand out of the crowd. It helps you differentiate your competitors. Businesses with poor customer service risk losing revenues, profits and even going out of business. You need to know that dealing with difficult ...
Views: 341 - TACTICS TO REDUCE YOUR CALL ABANDON RATE: III - by Submitted on Sep 18, 2019 from Surabhi Joshi1. Offer a callback facility: In order to reduce the call abandon rate, you can consider replacing hold time with a callback. According to research conducted by Forrester, providing the customers with an option to hold their place in the queue and go on to do something else is highly ...
Views: 341 - TIPS TO ENHANCE THE PERFORMANCE OF YOUR SUPPORT AGENTS: II - by Submitted on Jan 30, 2019 from Surabhi Joshi1. Review your live chat agents’ performance: Make it a point to review your live chat agents. Their training should include mock chats, secret evaluation and much more. Apart from that, distribute customer success manuals amongst your agents where all important tips and techniques of online ...
Views: 341 - DISCOVER CUSTOMER PAIN POINTS WITH LIVE CHAT - by Submitted on Nov 05, 2018 from Surabhi JoshiIt is the internet revolution and the new digital marketing technology which have introduced many new terms and one such term is “pain points”. A pain point is referred to a problem that a customer is facing and has not yet been fixed or addressed. With the conventional supports, it is tough ...
Views: 340 - HAVE LIVE CHAT ON YOUR WEBSITE FOR REALISTIC PERFORMANCE! - by Submitted on Aug 10, 2018 from Surabhi JoshiLive chat has the characteristics which allows potential buyers to interact with the live chat agents through chats. It is so easy with simply a click option to start chat with your customers. If all the agents are busy which is rare you can be queued for some seconds and be given a time ...
Views: 340 - LIVE CHAT : THE NEXT GROWTH OPPORTUNITY FOR YOUR ECOMMERCE BUSINESS - by Submitted on Nov 19, 2018 from Surabhi JoshiIn today’s competitive era, even a single advantage, your business is having over your competitors can make a tremendous difference in the volume of your total profit. Even the online retail market is on the boom today which has made the competition more tough. If you are running an online ...
Views: 340 - INBOUND MARKETING STRATEGIES TO GROW YOUR BUSINESS: I - by Submitted on Jul 11, 2019 from Surabhi JoshiInbound marketing refers to the technique of drawing customers to products and services via content marketing, social media marketing and search engine optimization. Inbound marketing provides information, an improved customer experience and builds trust by offering potential customers the ...
Views: 337 - PROACTIVE CUSTOMER SUPPORT: ALL YOU NEED TO KNOW ABOUT IT TODAY - by Submitted on Nov 29, 2019 from Surabhi JoshiIn a typical situation, customer queries are addressed when they arise. Though an instant query resolution would make them happy this reactive approach may not provide you with the desired customer satisfaction level. So, a better option for an inflated customer contentment rate is the ...
Views: 336 - ALL YOU NEED TO KNOW ABOUT POWER DIALER - by Submitted on Oct 16, 2019 from Surabhi JoshiThe term “dialer” refers to an electronic device that is connected to a telephone line to monitor the dialed numbers and alter them to seamlessly provide services that otherwise require lengthy national or international access codes to be dialed. A dialer automatically inserts and modifies the ...
Views: 335 - 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: 335 - LEAD MAGNETS FOR AN EFFICIENT CONVERSION: II - by Submitted on Jul 09, 2019 from Surabhi Joshi1. Coupons and offers: Discounts on the existing prices can prove to be the most effective lead magnets because consumers can easily price-shop for products. You can offer coupons and enticing discounts on your products and services so as to generate leads. 2. Loyalty programs: Loyalty ...
Views: 335 - THE CHANGING ASPECT OF CUSTOMER SERVICE : LIVE CHAT – PART I - by Submitted on Nov 26, 2018 from Surabhi JoshiNo doubt, online shopping is becoming more and more common but it is still marked by a big inconvenience and that is the absence of sales assistance. When you are shopping at a brick and mortar shop, you can rely on the employees for assistance or advice but in an online shopping you are all by ...
Views: 335 - WITH LIVE CHAT YOU HAVE CHAT LOGS! - by Submitted on Dec 11, 2018 from Surabhi JoshiWhen you are adding live chat at your website, other than giving awesome customer support, you are also landing them with other benefits of live chat to enjoy! Augmenting live chat at your site is decreasing the customer service response time and increasing your customer satisfaction. And the ...
Views: 334 - YOUR GUIDE TO INCREASE THE PRODUCTIVITY OF YOUR CHAT AGENTS - by Submitted on Jul 02, 2018 from Surabhi JoshiCustomer support agents form the backbone of the customer service that you provide to your customers, so, it’s imperative that you prepare them in the most appropriate manner. Here are the best tips to make your support agents more productive and yield the best results through your customer ...
Views: 333 - YOUR GUIDE TO OMNICHANNEL CUSTOMER SERVICE - by Submitted on Aug 03, 2019 from Surabhi JoshiOmnichannel refers to a cross-channel business model that companies employ to increase customer experience and improve the quality of customer service. This approach has verticals in healthcare, government, financial services, retail and telecommunications industries, including channels such as ...
Views: 332 - 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: 331 - 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: 329 - 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: 329 - TACTICS TO REDUCE YOUR CALL ABANDON RATE: II - by Submitted on Sep 17, 2019 from Surabhi Joshi1. Leverage CDR systems: You can leverage CDRs i.e. call detail report systems to effectively improve the customer experience and lower your abandon rate. The call detail report systems capture information about which line a call came in on, the time it came through, how long the customer was ...
Views: 329 - TIPS TO REDUCE AVERAGE HANDLE TIME: III - by Submitted on Aug 14, 2019 from Surabhi Joshi1. Encourage agents to provide top- notch service: Average handle time boosts up in cases where many customers are waiting on hold. Reasons responsible may be that agents get exhausted handling call after call and hence, slow down. This leads to customers’ dissatisfaction and hence ...
Views: 329 - LIVE CHAT PROVIDING REAL TIME CONVENIENCE TO THE CUSTOMERS - by Submitted on Aug 04, 2018 from Surabhi JoshiLive chat is all there to provide convenience to your customers. Live chat provides instant responses to your customers queries. 44% of on line customers say that having their questions answered by a live person in the middle of an on line purchase is the best feature that a website can ...
Views: 328 - TOP 4 TIPS TO IMPROVE CALL CENTER OCCUPANCY EFFECTIVELY - by Submitted on Nov 26, 2019 from Surabhi JoshiWe made you familiar with the concept of occupancy in our previous post. Now, let’s have a look at the most effective tips for improving call center occupancy: 1. Agent utilization during the quiet periods: There might be days when the traffic at a call center is not much. These days ...
Views: 328 - 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: 327 - 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: 327 - 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 ...
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