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Articles from Surabhi Joshi | Selfgrowth.com
- KEY BENEFITS OF LIVE CHAT FOR BUSINESSES - by Submitted on Nov 20, 2018 from Surabhi JoshiLive chat at your website provides immediate responses for all your customers queries and concerns by a live person and that also in real time. Despite exceptional customer service there are many other benefits which are also provided by live chat. Live chat is cost effective Times have ...
Views: 455 - LIVE CHAT – REAL SATISFACTION AND REAL FAST! - by Submitted on Oct 02, 2018 from Surabhi JoshiCan you just remember how many times a customer service representative has made you an offer over the phone which has never materialized? Though the conversation must have been recorded for quality assurance but there is no company yet who would have played it back to justify your ...
Views: 455 - 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: 455 - TIPS TO REDUCE AVERAGE HANDLE TIME: II - by Submitted on Aug 12, 2019 from Surabhi Joshi1. Inculcate short and pleasant customer greetings: Visitors love being treated appropriately. Therefore, opening and closing greetings are critical to create a positive customer experience and also help in reducing average handle time. Whether automated or manual, it needs to be ensured that ...
Views: 455 - COMMUNICATION WITH LIVE CHAT - by Submitted on Sep 03, 2018 from Surabhi JoshiIn today’s digital era where most of the world’s transactions and interactions take place online, there are some things that a business cannot do without. As the websites are providing links to social media platforms, live chat has also become the basic necessity and also provides a customer ...
Views: 454 - 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: 452 - 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: 452 - LIVE CHAT BUILDS TRUST WITH ONLINE CUSTOMERS - by Submitted on Sep 12, 2018 from Surabhi JoshiThe basic foundation for creating long lasting business- customer relationships is trust. The customers who trust a business will continue to make purchases from them and are also seen to be their loyal customers. Today the business are changing their strategy and are investing more in ...
Views: 452 - 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: 451 - 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: 451 - OMNICHANNEL CUSTOMER SERVICE AND IT’S SIGNIFICANCE IN THE MODERN ERA - by Submitted on Feb 06, 2020 from Surabhi JoshiOmnichannel customer service is an expansion of the multi-channel 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: 451 - ALL YOU NEED TO KNOW ABOUT AUTOMATIC SPEECH RECOGNITION - by Submitted on Aug 28, 2019 from Surabhi JoshiAutomatic speech recognition, also known as speech recognition is the inter-disciplinary sub-field of computational linguistics that develops methodologies and technologies that enables the recognition and translation of spoken language into text by computers. This technology is known by various ...
Views: 450 - CLEVER TIPS TO ADD AN ESSENTIAL HUMAN TOUCH TO YOUR LIVE CHAT SUPPORT - by Submitted on Jul 17, 2018 from Surabhi JoshiYou may ask me: What’s the need to add a personal touch to a business’s live chat support? Well, that’s because apart from the customers’ obvious needs for which they end up on your website, they also have psychological needs. Every business needs to fulfill these needs so as to turn its ...
Views: 450 - HOW IS LIVE CHAT COST EFFECTIVE? - by Submitted on Oct 22, 2018 from Surabhi JoshiLive chat is an exceptional customer service tool that provides the highest level of satisfactions for any customer service channel. A recent survey has suggested that with live chat you can increase your sales for the company, as there were more than 62% of the customers who were more likely to ...
Views: 450 - HOW TO DECREASE COST WITH LIVE CHAT? - by Submitted on Nov 21, 2018 from Surabhi JoshiTill now, we are aware of the incredible ability of live chat to provide its customers with the exceptional customer service. Even the customers have reported a higher level of satisfaction with live chat and many have also listed live chat as their preferred means of customer support. The ...
Views: 450 - THAT’S HOW YOU USE CHAT BOTS TO ENHANCE YOUR CUSTOMER SERVICE STANDARDS - by Submitted on May 15, 2018 from Surabhi JoshiChatbots for customer service- yet another intervention of technology in real life. When you own a business and have a huge customer base to serve, you are under constant pressure to keep all your customers happy. Keeping abreast of the latest trends in customer service, employing strategies ...
Views: 450 - USES OF AUTOMATIC SPEECH RECOGNITION SYSTEM: I - by Submitted on Aug 29, 2019 from Surabhi JoshiBy now, we are familiar with the automatic speech recognition technology. We have already discussed about its basics, working and benefits. Now, let’s take a look at its uses. Automatic call recognition can be used for the following purposes: 1. Handle high volumes of customer service ...
Views: 450 - EMAIL MARKETING: TOP 5 REASONS WHY YOU SHOULD CONSIDER INVESTING IN IT - by Submitted on Jan 10, 2020 from Surabhi JoshiEmail marketing is undoubtedly a powerful and highly efficacious medium for growing your business. It is far more beneficial than other, more traditional forms of marketing. Here are the top 5 reasons to convince you to invest your time and resources to develop an email marketing ...
Views: 449 - LIVE CHAT IS ALL THERE TO HIKE SALES! - by Submitted on Sep 28, 2018 from Surabhi JoshiLive chat increase sales. Live chat engages your customers right at the point when your customer can abandon the shopping expedition. Live chat engages the customers at major drop off points and prevents them to click away from your site by offering them time relevant help. Don’t let your ...
Views: 449 - 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: 449 - CUSTOMER LOYALTY : PROVIDE A REAL REASON TO RETURN WITH LIVE CHAT - by Submitted on Sep 14, 2018 from Surabhi JoshiThe eCommerce websites should not be just focusing on quick sales. Your products and customer service should be geared to provide the customers with positive experience which motivates and encourages them to return again and make purchases. With the live chat icon at your site you can help ...
Views: 447 - HOW SMALL BUSINESS CAN BENEFIT FROM LIVE CHAT? - by Submitted on Aug 23, 2018 from Surabhi JoshiThese day there are small business which sell their products and services online. For such business live chat is a must as it will enhance and boost their conversion rates, increase their brand awareness and shall also develop customer loyalty and even customer retention. Some of the benefits ...
Views: 447(1 vote) - LEAD NURTURING TACTICS: I - by Submitted on Jan 24, 2019 from Surabhi JoshiLead nurturing refers to the process of developing relationships with buyers at every stage of the sales funnel, and through every step of the buyer’s journey. It focuses marketing and communication efforts on listening to the needs of prospects and providing the information and answers based ...
Views: 447 - LIVE CHAT OPENS THE DOOR FOR UP SELL OPPORTUNITIES - by Submitted on Oct 06, 2018 from Surabhi JoshiThe most important profit booster of all and the one that is sorely overlooked by most of the companies is the opportunities for cross-selling and up selling that is provided by the live chat sessions. And do remember this is just not the end here in fact there’s a lot more to gain. This just ...
Views: 447 - ALL YOU NEED TO KNOW ABOUT CALL SCORING - by Submitted on Oct 07, 2019 from Surabhi JoshiCall scoring is a process that enables you to derive additional benefits from efforts to analyze recorded calls for information. This process can benefit customers, agents and company sales and marketing plans. It provides a systematic means to conduct these reviews and identify the weakest ...
Views: 446 - HOW DOES LIVE CHAT INCREASE SALES? - by Submitted on Aug 06, 2018 from Surabhi JoshiGood customer service is something which can go hand in hand with great sales results. Live chat is used to resolve the problems of your customers speedily by giving them instant responses. Therefore the customers are bound to come back for more good services. The most important factor is timing ...
Views: 446 - HOW TO CURB LONGEST DELAY IN QUEUE - by Submitted on Nov 13, 2019 from Surabhi Joshi“Longest delay in queue” (LDQ) describes the longest time period that a customer in a queue waits before either connecting with an agent or hanging up. LDQ is tracked through two categories in call center metrics: i) Longest delay to answer: This is the longest delay for a caller before ...
Views: 446 - TIPS TO INCREASE CONVERSION RATE: VI - by Submitted on Jul 27, 2019 from Surabhi Joshi1.Add comparison pages to your website: This is a clever strategy for increasing your conversion rate. According to a research, people compare among providers before purchasing. So, you can benefit your site by adding product comparison pages to it. This will help increase peoples’ attention ...
Views: 446 - A COMPLETE GUIDE TO CALL CENTER ANALYTICS: III - by Submitted on Nov 07, 2019 from Surabhi Joshi1. Cross-channel analytics: Customers today, have been provided with multiple channels through which they expect to be able to reach and interact with call center agents. The data flowing in from each of these channels contains valuable insights. This call center analytics enables ...
Views: 445 - AGENT STATUS AND ITS IMPORTANCE : I - by Submitted on Oct 14, 2019 from Surabhi JoshiAgent status refers to a feature that allows call center agents to display their present state of work to the rest of the team. The most common method of doing this is to select a status from a pre-created drop-down menu. Generally, there are six agent statuses. All of them have been listed ...
Views: 445 - IMPORTANCE OF CALLBACK MESSAGING FOR CALL CENTERS - by Submitted on Oct 23, 2019 from Surabhi JoshiCallback messaging is a service that allows callers to leave personal contact information, either spoken or through the number pad so that an agent can call them back and they retain their place in the queue. This is very useful when call volume is high. This amazing feature offers the caller an ...
Views: 445 - TOP COMMUNICATION CHANNELS YOUR BUSINESS NEEDS TO BE PRESENT ON TODAY! - by Submitted on Sep 22, 2017 from Surabhi JoshiBeing a part of the e-commerce competition, you must have often heard about placing live chat on your checkout pages. Do you know the reason behind this suggestion? Come, let’s enlighten you with the same: Live chat at checkout helps focus your efforts: Not all e-commerce companies have ...
Views: 445 - 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: 444 - CROSS-MEDIA QUEUING AND ITS COMPONENTS - by Submitted on Nov 04, 2019 from Surabhi JoshiThe term “Cross-media queuing” refers to a call center methodology in which all incoming messages, be it a phone call, an e-mail, fax, interactive voice response (IVR) message, website submission or an instant message, is routed in the same way. As per a resource, Intel provided a whitepaper ...
Views: 444 - TYPES OF SALES PROMOTIONS – I - by Submitted on Jan 15, 2019 from Surabhi Joshi1. Reward your customers: Customers love discounts and stuff like that. Thus, rewarding your customers will help you build a solid base of loyal, long-term customers and it will entice people to shop more at your online store. Providing great customer service is crucial to the success of your ...
Views: 444 - LIVE CHAT GIVES YOU CONSTANT ACCESSIBILITY - by Submitted on Dec 10, 2018 from Surabhi JoshiThe rapid diffusion of information had made the customers more informed and smart which has heightened the level of expectations they are having from the businesses. If you desire to present yourself as a customer centric organization, then you really need to grasp the customers nerves by ...
Views: 443 - 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: 442 - ADVANTAGES OF USING A POWER DIALING SYSTEM: II - by Submitted on Oct 19, 2019 from Surabhi Joshi1. Improves idle rate per agent: Power dialing system refers to an automated telephone dialing system that connects prospects with agents more efficiently by allowing agents to focus on live connections instead of manual dialing. It makes use of a manually-configured calls-to-agent ratio ...
Views: 441 - LIVE CHAT : INCREASE BRAND AWARENESS AND SALES - by Submitted on Nov 24, 2018 from Surabhi JoshiLive chat is an immensely effective marketing solution for encouraging sales. It is of great help to promote your business and products. Live chat also improves brand recognition and boosts customer loyalty. With live chat and other statistics tools, you can gather the details of your website ...
Views: 440 - LIVE CHAT AND ITS CUSTOMERS BENEFITS - by Submitted on Aug 01, 2018 from Surabhi JoshiLive chat provides millions of benefits to their customers. They are all there to enhance the customers on line shopping experience. For a customer, there is nothing more irritating then waiting for an answer while in the middle of their shopping excursion.It is most probably seen that when the ...
Views: 440 - LIVE CHAT GIVES YOUR POTENTIAL CUSTOMERS INSTANT RESPONSES - by Submitted on Oct 15, 2018 from Surabhi JoshiLive chat is the fastest way to engage your customers in real time. It simply gives your brand a voice and also helps to build a meaningful relationship by talking to the customers over live chat. With live chat you can also increase the chances of high value engagement and even hike sales by ...
Views: 439 - THE CHANGING ASPECT OF CUSTOMER SERVICE : LIVE CHAT – PART II - by Submitted on Nov 27, 2018 from Surabhi JoshiLive chat enables on site communications between the visitors at your website and the service team/person behind the website. This gives you an open opportunity to interact with your web users and get feedback about your websites, its product and the processes. The live chat program, and the ...
Views: 439 - 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: 438 - 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: 438 - 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: 438 - 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: 437 - INCREDIBLE TIPS TO BOOST YOUR EMAIL MARKETING CONVERSIONS LIKE NEVER BEFORE - by Submitted on Jan 09, 2020 from Surabhi JoshiThese days, most of the businesses see email marketing as a vital marketing tool. If practiced correctly it can help increase conversion rates. It can further benefit a customer unbelievably. Here are a few tips to make the most out of your email marketing campaigns: Make use of customer ...
Views: 436 - 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: 436 - THE BEST TOOLS TO TURN YOUR LIVE CHAT AGENTS INTO GRAMMAR NERDS RIGHT AWAY! - by Submitted on Sep 20, 2017 from Surabhi JoshiLive chat agents have to be fast, patient, versatile, flexible, knowledgeable and what not! Above all, they need to be accurate in every response they send to the customers seeking query resolution. Wondering why? Suppose you have an issue with a company’s product and you reach out to the ...
Views: 436 - THE IMPACT OF DEMOGRAPHICS ON LIVE CHAT CUSTOMER SERVICE - by Submitted on Oct 05, 2018 from Surabhi JoshiIf you are deciding to implement a new customer service channel for your business then you need to consider a variety of factors before you make the final choice. A recent data from Software Advice surveys on customer preferences and discussions with the companies that offer live chat as ...
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