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Articles from Surabhi Joshi | Selfgrowth.com
- POWER LEAD GENERATION: ALL THAT YOU NEED TO KNOW ABOUT IT TODAY! - by Submitted on Dec 18, 2019 from Surabhi JoshiPower lead generation refers to a bidirectional lead generation strategy. It requires you to work with a combination of inbound and outbound lead generation strategies. The process involves the creation of inbound and outbound leads. Outbound strategy: It involves reaching out to the ...
Views: 401 - PPC FOR LEAD GENERATION: HERE’S HOW YOU CAN MAKE THE MOST OUT OF IT! - by Submitted on Jan 12, 2018 from Surabhi JoshiEvery business strives to expand. For that requires leads which further requires an effective lead generation strategy. Now, there are a number of tried and tested lead generation strategies but the one that stands out is the one using PPC. Want to know why? Well, PPC advertising has ...
Views: 623 - PROACTIVE CHAT: THE BEST PRACTICES THAT’LL MAKE YOUR CUSTOMERS LOVE YOU! - by Submitted on Jan 29, 2018 from Surabhi JoshiSuppose you enter a showroom and you find this well-dressed, well-spoken salesman keen to tell you the ABCs of each and every product present there. He doesn’t even let you tell what you’re there for and literally slaps all the relevant and irrelevant information on your face! How would you ...
Views: 488 - 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: 324 - Provide A Worthwhile Experience To Your Customers With Live Chat - by Submitted on Feb 27, 2020 from Surabhi JoshiHave you ever thought what does a worthwhile and a memorable experience look between a business and a client? It is the type of experience where the business looks to the needs of the current and as well as the potentials customers before and even after they have made a purchase. With live ...
Views: 366 - PROVIDE REAL TIME CONVENIENCE TO YOUR CUSTOMERS WITH LIVE CHAT - by Submitted on Jun 26, 2017 from Surabhi JoshiIt’s no brainer that the product quality alone cannot do wonders for a business today. Customer service is what needs to be taken care of in today’s era. Providing real-time convenience to the customers is what businesses should aim for today. The best way for providing this convenience is ‘live ...
Views: 619 - PROVIDING AN EXCEPTIONAL CUSTOMER SUPPORT THROUGH SOCIAL MEDIA - by Submitted on Jan 16, 2020 from Surabhi JoshiCustomer expectations are increasing with each passing year. This calls for the creation of a seamless experience that spans the showroom floor to the social media platforms. This can be done by providing exceptional customer support through multiple channels including social media. Let’s have a ...
Views: 398 - PROVIDING EXCEPTIONAL CUSTOMER SUPPORT THROUGH SOCIAL MEDIA - by Submitted on May 20, 2017 from Surabhi JoshiCustomer expectations are increasing with each passing year. This calls for the creation of a seamless experience that spans the showroom floor to the social media platforms. This can be done by providing exceptional customer support through multiple channels including social media. Let’s have a ...
Views: 443 - QUESTIONS TO BE ASKED WHEN HIRING CUSTOMER SERVICE REPS - by Submitted on May 06, 2017 from Surabhi JoshiCustomer service is an inevitable aspect of a company and it’s success. You may offer the best of goods and services to the customers but that’s not the only thing that matters. Despite the exceptional quality of your goods, customers may still have queries that if go unresolved may lead to ...
Views: 536 - REASONS WHY YOU SHOULD CONSIDER OMNICHANNEL CUSTOMER SERVICE FOR YOUR BUSINESS - by Submitted on Jun 25, 2018 from Surabhi JoshiOmnichannel customer service is an expansion of the multichannel approach to sales. It is basically meant to provide a seamless shopping experience to the customers irrespective of the shopping method (online or offline). It is a powerful medium for enhancing the customer experience, boosting ...
Views: 400 - REDUCE BASKET ABANDONMENT WITH LIVE CHAT - by Submitted on Nov 17, 2018 from Surabhi JoshiAccording to Baymard institute, the average online shopping cart abandonment is almost 68%. This figure has been estimated from 27 different studies and are focusing as to why eCommerce stores are desperate to reduce basket abandonment. It has also been revealed that by 2016, the entire ...
Views: 376 - Reports And Analysis In Live Chat - by Submitted on Jul 12, 2018 from Surabhi JoshiLearn and improve parts of your service by using reports and analytics available in LiveChat. These built-in features will help you trail the important chat. With Live Chat Agent, you can generate a plethora of reports utilizing the significant performance metrics and obtain insights into your ...
Views: 499 - RULES ON HOW TO END YOUR LIVE CHAT SESSION - by Submitted on Jun 29, 2018 from Surabhi JoshiLast moments can shade an entire memory. Customers generally want to feel protected in their purchases, and that becomes simple when a sales associate makes you feel appreciated. It’s a lesson for all live chat support agents which they need to learn is how you end a chat truly matters. Here are ...
Views: 472 - SCALING CUSTOMER SUPPORT: SEE HOW IT’S DONE THE RIGHT WAY! - by Submitted on Sep 18, 2017 from Surabhi JoshiScaling customer support- why do you even need to? Well, that becomes inevitable when your startup finally starts blossoming into a full fledged business and your customer base grows. This not only leads to an increased demand for your products and services but also the customer ...
Views: 458 - SCREEN POP AND ITS IMPORTANCE IN A CUSTOMER SUPPORT CENTER - by Submitted on Nov 02, 2019 from Surabhi JoshiA screen pop is an enticing feature of a computer telephony integration (CTI) application. It automatically displays all of the relevant caller and account information on a call center agent’s screen during a call. In order to match the incoming call against a customer database, caller ID , ...
Views: 300 - Security With Live Chat - by Submitted on Jul 09, 2018 from Surabhi JoshiSheltered your data with Live Chat. Every association with Live Chat is encrypted. Regardless if it’s the agent logging in or a visitor initiating a chat, the traded information is always secure. As an administrator, you can utilize various security settings to protect your operations. Double ...
Views: 454 - SELF SERVICE SUPPORT: THE LESSER KNOWN BENEFITS OF THIS IMPECCABLE TOOL! - by Submitted on Oct 13, 2017 from Surabhi JoshiWhether you believe it or not, it’s human nature to take the path of least resistance. We just want all our tasks to be accomplished in the shortest possible time and that too with least efforts. That’s what self service support helps with. As customers, we just want our queries to be ...
Views: 385 - SELF SERVICE: THE ULTIMATE CUSTOMER EMPOWERMENT TOOL IN TODAY’S WORLD! - by Submitted on Sep 06, 2017 from Surabhi JoshiWhy self service? That’s what the businesses unaware of the power of this amazing tool ask! And the businesses that know its power? Well, they are just too busy leveraging the benefits. For the ones who do not realize how self service can benefit their business, here’s a small piece ...
Views: 419 - SELF-SERVICE: THE ULTIMATE FUTURE OF CUSTOMER SERVICE - by Submitted on Jul 18, 2017 from Surabhi JoshiSelf-service is the latest trend in customer service. Customer service is no more limited to answering customer queries through emails or phone calls. Customers today, long for instant solutions which are not possible through the traditional methods of customer service. So, that’s where ...
Views: 421 - SILLY LIVE CHAT MISTAKES THAT MAY SIMPLY SHOO YOUR CUSTOMERS AWAY! - by Submitted on May 21, 2018 from Surabhi JoshiAs a business, taking care of your customers’ requirements and striving hard to enhance the customer experience is a great idea. Further, providing an amazing live chat support so that they can reach out to you in case of queries is a commendable move. A live chat software ensures an enhanced ...
Views: 422 - Sinfully Delicious Dessert Ideas For Your Next Party! - by Submitted on Jul 12, 2017 from Surabhi JoshiNo celebration is complete without desserts. Be it a wedding reception or just a small get-together, desserts are an inevitable part of the menu to be served. However, deciding on what to serve to the sweet-toothed guests can be quite daunting. We are here to help you out with the same. Here's a ...
Views: 545 - SMS CUSTOMER SUPPORT BLUNDERS SMALL BUSINESSES NEED TO AVOID ASAP! - by Submitted on Sep 07, 2017 from Surabhi JoshiWhy SMS customer support? That’s just a tiny question with various answers! SMS customer support because: It offers a personalized support. It is affordable. Text messages have the highest open rate. SMS customer service is unaffected by the device type and the network. In order to ...
Views: 466 - SOCIAL CUSTOMER SUPPORT BLUNDERS YOU NEED TO STOP MAKING RIGHT AWAY! - by Submitted on Oct 27, 2017 from Surabhi JoshiThey say- Be there where your customers are! And ever since the advent of social media, platforms such as Facebook, Pinterest, Twitter, LinkedIn etc. are the best places where the customers love to spend a lot of their time. As a result, the businesses that realize the importance of customer ...
Views: 429 - SOCIAL MEDIA CUSTOMER SUPPORT: MYTHS YOU NEED TO STOP BELIEVING ASAP! - by Submitted on May 07, 2018 from Surabhi JoshiWhen we talk about myths, we usually portray orthodox people following some illogical “facts” just because a bunch of people around them “convincingly” talk about them. However, in a practical scenario, myths prevail everywhere and even the smartest of minds fall a prey to them. Want an example ...
Views: 417 - SOCIAL MEDIA LISTENING MISTAKES THAT MAY DISAPPOINT YOUR CUSTOMERS - by Submitted on Oct 28, 2017 from Surabhi JoshiCompanies today, are ramping up their customer support through social media listenings. The reason? Well, things become much easy when the businesses know what their customers actually want and the customers finally get what they desire! However, not all the businesses get it right because ...
Views: 484 - SOME LESSER KNOWN TRAITS OF HIGHLY EFFICIENT LIVE CHAT AGENTS - by Submitted on May 16, 2018 from Surabhi JoshiWhat qualities do highly efficient live chat agents possess? Faster response time, multitasking, good writing skills, excellent command of grammar and stuff? Well! That’s what everybody knows! Today, we’ll tell you about the little-known traits of the most successful live chat agents. Ready? ...
Views: 475 - SOME MORE CUSTOMER SERVICE TRENDS THAT’LL BE HUGE IN 2018! - by Submitted on Jan 10, 2018 from Surabhi JoshiCustomer service will always be a game changer for every business, no matter what scale or size. So, it’s imperative that every business follows the latest customer service trends so as to keep up with the ever-rising customer expectations. We made you familiar with the top customer service ...
Views: 432 - STEPS TO DESIGN AN EFFECTIVE QUALITY MONITORING PROCESS - by Submitted on Oct 10, 2019 from Surabhi JoshiQuality monitoring process aims at evaluating the agents in an effective manner. It is employed to identify the calls failing to meet predefined standards. Thereafter, you can make informed decisions to make the process better, faster and quicker. The following steps need to be followed when ...
Views: 390 - STRATEGIES FOR GENERATING B2B LEADS ONLINE: I - by Submitted on Aug 01, 2019 from Surabhi JoshiIn the previous post we talked about B2B lead generation and its components. Now let’s take a look at the strategies that can be employed to generate leads online: 1.Email marketing: It refers to sending a commercial message to a group of people (typically potential or current customers), ...
Views: 354 - STRATEGIES FOR GENERATING B2B LEADS ONLINE: II - by Submitted on Aug 02, 2019 from Surabhi Joshi1. Content Marketing: Content marketing refers to the marketing focused on creating, publishing and distributing content to online targeted audience.It is a crucial element for B2B lead generation. It is often used by businesses in order to attract attention, generate leads, expand their ...
Views: 368 - 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: 340 - STRATEGIES TO IMPROVE FIRST CALL RESOLUTION STATS: I - by Submitted on Sep 06, 2019 from Surabhi JoshiIn our previous post, we talked about the importance of FCR for call centers. You are now familiar with the numerous benefits that first call resolution can provide you once you start using it in your organization. Now, let’s look at the some of the effective strategies that can be employed to ...
Views: 343 - STRATEGIES TO IMPROVE FIRST CALL RESOLUTION STATS: II - by Submitted on Sep 07, 2019 from Surabhi Joshi1. Minimize call escalations: In order to improve first call resolution, you need to analyze your call center communications to find out the most frequently escalated calls. Once you understand the issues that prompt these calls, take steps to minimize the escalations. These steps may include ...
Views: 297 - STRATEGIES TO IMPROVE FIRST CALL RESOLUTION STATS: III - by Submitted on Sep 09, 2019 from Surabhi Joshi1. Avoid conflicting metrics: Call centers make use of a number of metrics to determine quality and profitability. Some of these metrics are business oriented and others are customer oriented. In order to boost the first call resolution stats, the metrics provided by the call center should ...
Views: 280 - STRIVING HARD TO WIN BACK AN UNHAPPY CUSTOMER? READ ON! - by Submitted on Apr 06, 2018 from Surabhi JoshiBusinesses these days, are very well aware of the importance of customer satisfaction and its impact on their success. Business owners are ready to go above and beyond to make their customers happy. But there are times when things do not go as planned. Some customer relationships might get ...
Views: 397 - TACTICS TO REDUCE YOUR CALL ABANDON RATE : I - by Submitted on Sep 16, 2019 from Surabhi JoshiAs a matter of fact, callers do not like to be on hold for a long time and agents do not enjoy talking to callers who have been on hold. But these things occur quite often. According to a research, call abandonment is on the rise, as call centers are being asked to do more with less while facing ...
Views: 312 - 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: 322 - 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: 334 - TACTICS TO REDUCE YOUR CALL ABANDON RATE: IV - by Submitted on Sep 19, 2019 from Surabhi Joshi1. Know your customers: This is one of the most important and effective strategies when trying to reduce your call abandon rate. In order to be able to provide your customers with good messages, good music, and everything else that would help you improve your call abandon rate, you need to ...
Views: 310 - TACTICS TO REDUCE YOUR CALL ABANDON RATE: V - by Submitted on Sep 20, 2019 from Surabhi Joshi1. Provide your agents with the right tools: The tools that you provide to your agents play a crucial role in deciding the quality of their service. In certain scenarios where the agents are provided with complex tools, that they are unable to use appropriately, they take much more time than ...
Views: 382 - TAKE THE CREDIBILITY OF YOUR BUSINESS TO A NEW LEVEL! - by Submitted on Aug 10, 2017 from Surabhi JoshiCustomers today, have grown smarter than ever. That’s the reason why businesses strive to go beyond their limits to keep the customers happy. Sky high customer expectations and a competitive market makes it really important for the businesses to take steps to stand out from the crowd and there ...
Views: 467 - THAT’S HOW A PRE-CHAT SURVEY ENHANCES YOUR LIVE CHAT SERVICE - by Submitted on Jul 06, 2018 from Surabhi JoshiA pre-chat survey is a set of short questions that is devised to increase the customers’ convenience through live chat assistance. It is a way of catalyzing the query resolution process and provide an exceptional customer experience. Here’s all that a pre-chat survey does for you: Filters the ...
Views: 459 - THAT’S HOW BANKING SECTOR LEVERAGES THE POWER OF LIVE CHAT TODAY! - by Submitted on Feb 01, 2018 from Surabhi JoshiToday, live chat is much more than just a customer support tool for the companies around the globe. It is a way of getting all creative and decked up to take customer experience to an entirely new level. Specifically talking about the banking sector, the customers show an increasing ...
Views: 466 - THAT’S HOW CHATBOTS CAN HELP YOUR BUSINESS SUCCEED - by Submitted on Feb 03, 2020 from Surabhi JoshiChatbots, also known as bots or chatterbots are computer programs that conduct conversations via auditory or textual methods. Usage of this form of artificial intelligence in the business processes provides vast opportunities for a business to grow. Have a look at the benefits it can provide to ...
Views: 442 - THAT’S HOW GAMIFICATION BENEFITS YOUR BUSINESS - by Submitted on May 22, 2017 from Surabhi JoshiGamification is all about using game design element 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: 522 - THAT’S HOW GAMIFICATION BENEFITS YOUR BUSINESS IN THE LONG RUN - by Submitted on Jan 18, 2020 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: 374 - THAT’S HOW MULTI CHANNEL MARKETING BENEFITS YOUR BUSINESS - by Submitted on Jun 15, 2018 from Surabhi JoshiMultichannel marketing refers to the process of blending distribution and promotional channels for the purpose of marketing. Distribution channels involved in this type of marketing may range from a retail storefront to a website. An effective multichannel marketing is supported by good supply ...
Views: 417 - THAT’S HOW YOU MANAGE CUSTOMER EXPECTATIONS LIKE A PRO! - by Submitted on Jul 13, 2017 from Surabhi JoshiYou won’t ever have a magic wand that can make your customers happy. Customer satisfaction requires dedicated efforts and a few smart tactics. Yes! Tactics to meet, in fact, exceed customer expectations so that they love your business. Read on to know the best of those strategies: Know what ...
Views: 422 - THAT’S HOW YOU PUT UP A POWERFUL KNOWLEDGE BASE FOR YOUR CUSTOMERS! - by Submitted on Sep 08, 2017 from Surabhi JoshiA knowledge base on your website is a boon for your support agents and customers alike. You ask us how? Well, it’s no brainer that the customer service reps have to deal with a lot of queries throughout the day. Also, of all the queries that they have to face, most are simple and ...
Views: 506 - THAT’S HOW YOU PUT UP A SUCCESSFUL CUSTOMER LOYALTY PROGRAM - by Submitted on Jan 30, 2018 from Surabhi JoshiIt’s a no-brainer that acquiring new customers is far more costly than retaining the existing ones. And the best way to do that- a successful customer loyalty program! As an online business, your objectives’ list may include boosted sales, happy customers, greater brand exposure, lowered ...
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