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Articles from Surabhi Joshi | Selfgrowth.com
- THAT’S HOW YOU TRAIN YOUR LIVE CHAT AGENTS FOR A BETTER CUSTOMER EXPERIENCE - by Submitted on Nov 21, 2017 from Surabhi JoshiProviding an exceptional customer experience is crucial for any business. It decides whether the visitor will turn into a long-term customer or abandon your site and never come back. We cumulated some tips for training your agents for providing an exceptional customer experience. For such a ...
Views: 528 - 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: 402 - THE 5 BEST GROWTH HACKING TOOLS FOR YOUR BUSINESS - by Submitted on Jun 07, 2017 from Surabhi JoshiIs your business new to the market? Are you looking for ways to gain exposure and be known? Well, then you have landed at the correct place. We are here to tell you about the most efficacious growth hacking tools that can help grow your business effectively: Qualaroo: Qualaroo is a highly ...
Views: 591 - The Advantages Of Having A Live Chat Service - by Submitted on Mar 07, 2020 from Surabhi JoshiWhen you are planning for giving your customer the best service possible, then you should be sure that you are providing them with the best services that are going to improve their experience at your site. The ultimate way to make your customers happy and willing to do business with you again is ...
Views: 433 - THE ART OF STANDING OUT FROM THE CROWD THAT EVERY BUSINESS SHOULD MASTER! - by Submitted on Nov 30, 2017 from Surabhi JoshiIn today’s competitive era, every business, no matter big or small, should employ strategies to make the most out of the lucrative market. Businesses should strive hard to stand out and beat not just the ones in their industry, but all the others, that are calling on their prospects and ...
Views: 417 - THE BASICS : REACTIVE VS PROACTIVE LIVE CHAT - by Submitted on Oct 19, 2018 from Surabhi JoshiWhen you are to decide the strategy for live chat, you are required to emphasize on your company’s individual requirement for chat. It could be either reactive or proactive or simply a combination of both. Here we shall have an idea about the basic of reactive and proactive chat. Imagine you ...
Views: 470 - THE BEST CRM SOFTWARE FOR YOUR BUSINESS - by Submitted on May 03, 2017 from Surabhi JoshiCRM software are specially designed to help businesses meet the overall goals of customer relationship management. CRM software can work wonders for your business provided you choose the right one. Let’s have a look at the best CRM software available: Salesforce: The Salesforce cloud is an ...
Views: 597 - THE BEST CUSTOMER SEGMENTATION TOOLS FOR A FRUITFUL MARKETING CAMPAIGN - by Submitted on Jan 22, 2018 from Surabhi JoshiCustomer segmentation basically refers to the process of dividing customers into groups based on common characteristics so companies can market to each group in an efficacious manner. Why do businesses need it? Well, according to a research, segmented marketing campaigns have been shown to ...
Views: 448 - THE BEST STRATEGIES TO USE TWITTER FOR YOUR BUSINESS - by Submitted on Jun 05, 2018 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: 447 - THE BEST TIPS TO BOOST YOUR WEBSITE’S LIVE CHAT VOLUME ASAP! - by Submitted on Apr 25, 2018 from Surabhi JoshiYou must have often heard about the benefits that a live chat support provides to any business using this amazing support tool. What nobody tells you is that a live chat support is of no use if your website visitors don’t avail it. In other words, if the chat volume on your website is less, ...
Views: 417 - THE BEST TIPS TO HANDLE SUPPORT TICKETS FASTER THAN EVER - by Submitted on Dec 30, 2019 from Surabhi JoshiA support ticket is commonly used in an organization’s customer support center to create, update, and resolve reported customer issues, or even issues reported by that organization’s other employees. Generally, staff receiving a query from a user would fill out a small card with the user’s ...
Views: 313 - THE BEST TIPS TO HANDLE YOUR CUSTOMERS DURING THE HOLIDAY SEASON - by Submitted on Nov 24, 2017 from Surabhi JoshiThe holiday season is that particular time of the year when a business can gain unbelievable profits. However, these days the competition among businesses is high and customers have unreasonably high service expectations, especially during the holiday rush. In order to stand out from the crowd ...
Views: 488 - 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: 377 - THE BEST WAYS TO MANAGE YOUR REMOTE CUSTOMER SERVICE TEAM - by Submitted on Jan 31, 2018 from Surabhi JoshiWhy a remote customer service team? Well, there are a number of reasons: i) Remote working has grown extremely popular ii) Employees working remotely feel a sense of having a control over the environment they are working in and hence are more productive iii) Working while enjoying ...
Views: 441 - 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: 329 - 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: 387 - THE COOLEST BRAND BUILDING HACKS YOU NEED TO KNOW TODAY! - by Submitted on Jan 18, 2018 from Surabhi JoshiWhat’s your idea of brand building? What all do you think a brand needs to grow? Well, if you ask us, brand building refers to boosting a brand’s equity directly through advertising campaigns and indirectly through promotions such as event sponsorship. In order to build your brand ...
Views: 914 - 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 ...
Views: 370 - THE IMPORTANCE OF LIVE CHAT - by Submitted on Dec 04, 2018 from Surabhi JoshiThe consumer expectations have reached new heights. Getting phone and email support have become the default standards for most of the companies. If you want your business to stand out among the competitors, you need to give something extra to your clients. And that extra does not lies in the ...
Views: 413 - The Importance Of Live Chat - by Submitted on Mar 09, 2020 from Surabhi JoshiThe consumer expectations have reached new heights. Getting phone and email support have become the default standards for most of the companies. If you want your business to stand out among the competitors, you need to give something extra to your clients. And that extra does not lies in the ...
Views: 415 - THE LESSER KNOWN USES OF CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE - by Submitted on Jan 21, 2020 from Surabhi JoshiCRM is very well known to help businesses manage processes such as lead tracking, customer support, customer data management, automating sales, simplifying sales processes and a lot more. This is not it, there’s a lot more to customer relationship management. CRM software help businesses in a ...
Views: 424 - THE MOST COMMON AI MYTHS YOU NEED TO STOP BELIEVING RIGHT AWAY! - by Submitted on Jan 10, 2018 from Surabhi JoshiEver since AI was introduced, there has been much hype around the technology. There have been a number of speculations that are mere myths and need to be debunked right away. Here’s a list of the most common ones. It’s too early if small businesses incorporate AI: When you’ve just ...
Views: 551 - THE MOST SUCCESSFUL WAYS A BUSINESS CAN EMPLOY TO EDUCATE ITS CUSTOMERS - by Submitted on Dec 20, 2017 from Surabhi JoshiIn today’s era, when we talk about customer centricity, it’s no more just limited to knowing the hidden requirements of the customers and keeping up with their expectations. It is more about a business empowering the customers and what better way to do that other than educating them? Now the ...
Views: 506 - 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: 338 - THE PERFECT LIVE CHAT SERVICE PROVIDER, DEFINED! - by Submitted on Jul 19, 2018 from Surabhi JoshiThese days, there is no dearth of live chat service providers across the globe and each one of them claim to be the best. Unfortunately, most of them are not as good as they claim to be. So, while looking for a live chat service provider, you need to be very careful and you should keep a few ...
Views: 514 - THE SIGNIFICANCE OF A QUALITY CUSTOMER SERVICE FOR THE BUSINESSES - by Submitted on Jan 23, 2020 from Surabhi JoshiThe quality of customer service you provide plays a vital role in deciding whether your business will be a hit or a miss. You may have the best of products but they are of no use if you cannot convince people to buy them. Your business is bound to fail if you are unable to meet the expectations ...
Views: 373 - THE ULTIMATE BENEFITS THAT CO-BROWSING CAN PROVIDE TO YOUR BUSINESS - by Submitted on Jan 29, 2018 from Surabhi JoshiCo-browsing literally means being there for your customers when they have a query or are simply stuck somewhere amidst the purchasing process. It’s all about making them feel as if you are there by their side to guide them through online processes. Co-browsing comes into play when agents ...
Views: 693 - THINGS EVERY CUSTOMER SERVICE REPRESENTATIVE NEEDS TO KNOW - by Submitted on May 04, 2017 from Surabhi JoshiWorking at a customer service center is quite a daunting task. You have to deal with a variety of customers and situations may not always be in your favor. You have to be prepared for every situation that you may have to face. There are certain things that a customer service representative needs ...
Views: 531 - THINGS EVERY CUSTOMER SERVICE REPRESENTATIVE NEEDS TO KNOW - by Submitted on Dec 16, 2019 from Surabhi JoshiWorking at a customer service center is quite a daunting task. You have to deal with a variety of customers and situations may not always be in your favor. The only solution is to handle every situation gracefully. There are certain things that a customer service representative needs to know ...
Views: 305 - THINGS YOU SHOULD STRICTLY AVOID DURING A PROACTIVE LIVE CHAT - by Submitted on Apr 27, 2018 from Surabhi JoshiAs a matter of fact, not all the website visitors like to engage. They rather like to be engaged. That’s what a proactive chat steps in. These chat invitations facilitate customer engagement so that you do not miss out on any opportunity of conversion. However, proactive chat can be beneficial ...
Views: 415 - TIPS FOR AN EFFECTIVE ONLINE CHAT: I - by Submitted on Feb 01, 2019 from Surabhi JoshiThese days customers are increasingly using live chat as a communication channel to interact with websites to get instant help in case of any queries. Here are some tips to leverage online chat in order to reassure lead nurturing: 1. Offer a copy of the transcript to the ...
Views: 444 - TIPS FOR AN EFFECTIVE ONLINE CHAT: II - by Submitted on Feb 02, 2019 from Surabhi Joshi1. Transfer chat sessions when required: Since individual agents may have different areas of expertise, so, provide them with a list of other agents and their levels of expertise. This helps in cases where a chat agent is involved in a conversation that has got to do nothing with his current ...
Views: 389 - TIPS FOR DESIGNING AN EFFECTIVE CALL SCORING EVALUATION FORM - by Submitted on Oct 09, 2019 from Surabhi JoshiThese days, call scoring evaluation forms are being extensively utilized when analyzing live or recorded calls. These forms, when used along with call recording are highly beneficial for the call centers as they can be used to help enrich the feedback provided to agents during coaching sessions. ...
Views: 349 - TIPS FOR GROWING YOUR PERSONAL BRAND: I - by Submitted on Jul 18, 2019 from Surabhi JoshiBuilding and growing your personal brand requires a lot of hard work and dedication. a strong personal brand is a valuable asset to every entrepreneur. Although brands and businesses might be built around ideas, they’re still ultimately represented by people. 1. Research: This should be ...
Views: 420 - 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: 335 - TIPS FOR REDUCING AVERAGE HANDLE TIME: I - by Submitted on Aug 09, 2019 from Surabhi JoshiAverage handle time (AHT) refers to a call center metric that calculates the average duration of contact between a customer and an agent. It includes both hold time and talk time. The formula for calculating AHT is: Average Handling Time = (Total Talk Time + Total Hold Time + Total Wrap-up ...
Views: 387 - TIPS TO ENHANCE THE PERFORMANCE OF YOUR SUPPORT AGENTS: I - by Submitted on Jan 29, 2019 from Surabhi JoshiToday’s era is an era of digitization. These days the purchasing decision of any customer is not only based on the quality of your offerings but also on the quality of your customer service and support. Customer support refers to the process of building a healthy relationship with your customers ...
Views: 265 - 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: 339 - TIPS TO ENHANCE THE PERFORMANCE OF YOUR SUPPORT AGENTS: III - by Submitted on Jan 31, 2019 from Surabhi Joshi1. Arrange weekly meetings: Arrange regular meetings for knowledge sharing. The basic idea is to discuss and understand the overall experience of your support agents with your clients. Try to understand what obstacles they face while they carry out a live chat with the website visitors, what ...
Views: 305 - TIPS TO INCREASE CONVERSION RATE: I - by Submitted on Jul 22, 2019 from Surabhi JoshiIn our previous post, we shared the importance of conversion rate optimization and how it affects your value for your partners and affiliates. So, now you know how beneficial CRO is for any business or site. So, here we are with some tips and tricks that can prove to be helpful in increasing ...
Views: 412 - 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: 345 - TIPS TO INCREASE CONVERSION RATE: III - by Submitted on Jul 24, 2019 from Surabhi Joshi1. Create urgency through scarcity: You can employ a number of techniques in order to achieve a high conversion rate. Creating urgency through scarcity is an efficacious tactic of doing so. You can create scarcity in the following two ways: i) quantity-related scarcity: This type of ...
Views: 316 - TIPS TO INCREASE CONVERSION RATE: IV - by Submitted on Jul 25, 2019 from Surabhi Joshi1. Provide proper product description: A proper product description includes a bunch of bullet points with features along with the price. It means adding as much information about them as possible. The best kind of product descriptions includes adding pictures, videos, reviews to all of your ...
Views: 369 - 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: 339 - 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: 379 - TIPS TO INCREASE YOUR NET PROMOTER SCORE ( NPS ) - by Submitted on Jun 14, 2017 from Surabhi JoshiNPS or Net Promoter Score is a relationship survey that enables you to understand whether your customers would recommend you to others. It is of high significance for your business as it lets you know where actually you stand when it comes to your business’s success. NPS score actually lets you ...
Views: 510 - TIPS TO REDUCE AFTER CALL WORK TIME: I - by Submitted on Sep 24, 2019 from Surabhi JoshiAfter call work time is a term used to describe the time taken by an agent to complete any transactions or work for a customer after the call has ended. This is considered as an important bit of time in a contact center once a call has ended when the advisor can update the system with the ...
Views: 404 - TIPS TO REDUCE AFTER CALL WORK TIME: II - by Submitted on Sep 25, 2019 from Surabhi Joshi1. Use repetitive calls as an advantage for wrap time: Repetitive calls can be advantageous for work time. Consider making a process document of common best practice call text paragraphs. These call text paragraphs can further be classified into the types of calls your agents receive. This ...
Views: 412 - 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: 396 - 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 ...
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