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Articles from Surabhi Joshi | Selfgrowth.com
- WHAT IS CUSTOMER EXPERIENCE MANAGEMENT? - by Submitted on Aug 31, 2019 from Surabhi JoshiCustomer experience management refers to the collection of processes a company utilizes to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. CEM aims at optimizing customer experience through gaining the loyalty of the ...
Views: 360 - WHAT IS IT THAT YOU NEED TO ENSURE WHILE OFFERING A 24/7/365 SERVICE? - by Submitted on Jul 18, 2018 from Surabhi JoshiAs an owner of a business house, there are a lot of things that you need to ensure while offering round-the-clock service service to the visitors of your website. You need to encourage visitors to give their valuable feedback after each and every chat. It will help you in deciding that whether ...
Views: 390 - WHAT IS LIVE CHAT SUPPORT? - by Submitted on Aug 09, 2018 from Surabhi JoshiLive chat is simply a new way to interact and communicate with visitors at your website. Probably it’s the visitor who initiates a chat request when he encounters a problem or query by clicking an icon on your website. It is used for prospective customers to help them with their buying ...
Views: 360 - WHAT IS MEANT BY NET PROMOTER SCORE? - by Submitted on Sep 03, 2019 from Surabhi JoshiNet Promoter Score refers to a management tool that can be utilized to gauge the loyalty of a firm’s customer relationships. It serves as an alternative to traditional customer satisfaction research and is correlated with revenue growth. NPS measures the loyalty that exists between a service ...
Views: 353 - WHAT IS MEANT BY SKILLS-BASED ROUTING? - by Submitted on Oct 30, 2019 from Surabhi JoshiSkills-based routing refers to a call-assignment strategy used in call centers to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It can be considered as an advancement to the ACD systems found in most call centers. Call centers these days ...
Views: 313 - WHAT MAKES A CUSTOMER EXPERIENCE MEMORABLE? - by Submitted on Jul 05, 2017 from Surabhi JoshiThere may be two reasons for a company’s customer service being memorable. Either it was so good that it exceeded the customers’ expectations or it was so pathetic that it pissed him/ her off. As a matter of fact, customer experience, whether good or bad is actively shared with the people around ...
Views: 647 - WHAT MAKES A LIVE CHAT SERVICE EFFICIENT? - by Submitted on Jun 27, 2017 from Surabhi JoshiThe basic idea behind providing a live chat assistance on a website is to remove customer pain points in shortest possible time. It is basically meant to ensure that customers are not left alone with their problems. However, it is important to employ some strategies so that your live chat ...
Views: 505 - WHAT MAKES EMOTIONAL INTELLIGENCE SO CRITICAL FOR THE CUSTOMER SERVICE? - by Submitted on Dec 11, 2017 from Surabhi JoshiEmotional intelligence refers to the capability of individuals to recognize their own, and other people’s emotions so as to discern between different feelings and label them appropriately. It is the ability of individuals to use emotional information to guide thinking and behavior, and to manage ...
Views: 530 - WHAT'S SO GREAT ABOUT LIVE CHAT? - by Submitted on Nov 28, 2018 from Surabhi JoshiLive chat is developing a penchant among customers. It is booming as the most popular customer support channel. It was found that “ in Q1 2015, live chat led all other channels in customer satisfaction at 92%.” Live chat is a means of providing immediate online customer support to the ...
Views: 432 - WHAT’S NEW IN CUSTOMER SERVICE THIS YEAR? - by Submitted on Aug 16, 2017 from Surabhi JoshiWith the increasing awareness of customers these days, most of the businesses are determined to provide a customer centric service. Customers today are smarter then ever and very well know how to get things done. So, the success of any business today, mainly lies on the type of customer service ...
Views: 450 - WHAT’S THE SIGNIFICANCE OF AN EXCEPTIONAL CUSTOMER EXPERIENCE? - by Submitted on Nov 29, 2017 from Surabhi JoshiAccording to a research, a customer experience correlates highly to a willingness to consider for another purchase, willingness to recommend, and reluctance to switch to a different provider on a customer’s behalf. Therefore, for any business, an exceptional customer experience is crucial for ...
Views: 469 - WHO USES LIVE CHAT? - by Submitted on Nov 30, 2018 from Surabhi JoshiLive chat provides instant solutions to all your customer queries and concerns in real time. It is blossoming as the most popular and adorable customer service tool at your website. Software Advice did a study on live chat and demographic and some considerable stats were found: More than ...
Views: 539 - WHY A MOBILE-FRIENDLY LIVE CHAT? - by Submitted on Jul 10, 2017 from Surabhi JoshiIt has long been said that today’s customers have a very short attention span and even smaller level of patience. Also, with the growing usage of mobile devices, it’s no brainer that most of them are likely to access the internet through mobile devices. Now, if the websites are not mobile ...
Views: 602 - WHY DO YOU NEED A LIVE CHAT? - by Submitted on Jul 24, 2018 from Surabhi JoshiLive chat is something where you are responding to a customers immediate needs and queries. There can be different possible endings and you have to lead your customer to the right one. Live chat agents are also provided with live chat scripts which make the work easier for you and delivers ...
Views: 513 - WHY DOES CUSTOMER FEEDBACK MATTER? - by Submitted on May 08, 2017 from Surabhi JoshiCustomer feedback is basically the opinion of the customers regarding your products and services. Since customer satisfaction is the ultimate goal of any business, so, customer opinion is the most important of all and you need to make sure you listen to them at all times. Customer feedback ...
Views: 608 - 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: 335 - Why live chat is important for your business website? - by Submitted on Feb 04, 2017 from Surabhi JoshiThere is no need for you to be a marketing expert to know that what important role does quality customer service plays in business. The customer no doubt is the king and he is the one who spreads the word about you and helps you to have build a strong customer base. The small business have ...
Views: 716 - Why live chat is important for your business website? - by Submitted on Feb 04, 2017 from Surabhi JoshiThere is no need for you to be a marketing expert to know that what important role does quality customer service plays in business. The customer no doubt is the king and he is the one who spreads the word about you and helps you to have build a strong customer base. The small business have ...
Views: 1135 - Why Live Chat Script Is Necessary - by Submitted on Jul 16, 2018 from Surabhi JoshiAn effective live chat script is like a play with a pick-your-own-experience twist. It’s part performance and part audience participation, and if done accurately, can be a lot of fun. Your job, as a remarkable live chat agent, is to know all the diverse possible outcomes and to lead your client ...
Views: 437 - WHY LIVE CHAT SUPPORT IS VITAL FOR EVERY BUSINESS - by Submitted on Jun 20, 2018 from Surabhi JoshiWhat is Live Chat Support? As the name suggests itself, Live Chat Support is a web service which provides information and customer support to visitors in real time. Live Chat is one of the most vital methods to be used as it also surveys customer opinions, propose product advise and generate ...
Views: 384 - WHY SHOULD YOU CONSIDER INVESTING IN MARKETING AUTOMATION? - by Submitted on Jun 06, 2018 from Surabhi JoshiIn this competitive era, businesses do not have even a single second to waste. So, they find ways to reduce the wastage of time and increase productivity. Marketing automation is one such technology that helps with the same. As the name suggests, marketing automation is all about transforming ...
Views: 373 - 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: 343 - WHY SHOULD YOUR E COMMERCE STORE SHOULD HAVE LIVE CHAT? - by Submitted on Oct 30, 2018 from Surabhi JoshiToday the way the companies are handling customer service is changing. People are busy and they don’ have time to email or call your business, when in a fix. Having new options open for customer support like live chat is just another way to help and delight your customers. Indeed it is ...
Views: 311 - WHY YOU SHOULD EMPLOY A PREDICTIVE DIALING SYSTEM: I - by Submitted on Oct 21, 2019 from Surabhi JoshiAs we all know, predictive dialing refers to a state-of-the-art pacing mode used to call a large number of customers within a short period of time. Predictive dialing system helps optimize agents’ time by reducing the idle times between connected calls and freeing agents from dialing calls. ...
Views: 352 - 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: 334 - Why You Should Have Live Chat For Your Business? - by Submitted on Mar 13, 2020 from Surabhi JoshiLive chat provides the ultimate and exceptional support for the visitors at your website. It is there to provide instant replies to all the concerns and queries of your visitors and customers. Despite giving the ultimate customer support, there are other perks also, to enjoy with live ...
Views: 414 - 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: 322 - WITH LIVE CHAT- GET IN WRITING! - by Submitted on Oct 26, 2018 from Surabhi JoshiLive chat is the most adored customer support tool for your business. It is the simplest way for your on line customers to get in touch with your company representatives, when they face any problem. And the agents with exceptional insights can drive you and resolve all your concerns! What else ...
Views: 362 - YOUR CUSTOMERS ARE ON YOUR WEBSITE! WHERE ARE YOU? - by Submitted on Jul 21, 2018 from Surabhi JoshiYour customers don’t look at their watch before visiting your website then, why don’t you look at it while serving them. Serving them for a few hours in a day, these days, is not enough and your absence from your website can hurt you severely in the most literate sense. A 24/7/365 service ...
Views: 427 - YOUR GUIDE TO CALL CENTER SCHEDULE ADHERENCE - by Submitted on Sep 21, 2019 from Surabhi JoshiCall center schedule adherence is an important terminology related to call centers. It refers to the common metric used in the call center to determine whether or not call center agents are working the amount of time they are scheduled to work. Schedule adherence can take into account time spent ...
Views: 423 - 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: 326 - 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: 325 - YOUR GUIDE TO PREDICTIVE DIALING SYSTEM - by Submitted on Oct 17, 2019 from Surabhi JoshiPredictive dialing refers to a state-of-the-art pacing mode used to call a large number of customers within a short period of time. Predictive dialing helps optimize agents’ time by reducing the idle times between connected calls and freeing agents from dialing calls. Predictive dialing gathers ...
Views: 351 - YOUR GUIDE TO SPEECH ANALYTICS SOFTWARE - by Submitted on Sep 23, 2019 from Surabhi JoshiSpeech analytics refers to the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The process is primarily used by customer contact centers to extract information regarding client interactions with an enterprise. Speech analytics ...
Views: 349 - 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 ...
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