Customer Support

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Customer Advocacy – A Term Changing the Dynamics of Marketing

If I were to ask you what’s the most trusted source for knowing whether a product or service is worth taking? Would you say: Product/service reviews? Research?  Competitor Prices? What if I were to tell you that the aspect that genuinely tops the list is what your friends and family think? Let’s say a friend...
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What is Customer Value and How to Create It

If I were to ask you what is customer value, what would you say? How loyal are they to your brand? How much do they spend on your products? Or any profit you reap from your customers? I’d say you are spot on.  But, there is more to it than just “profits” and many companies...
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Customer Service Recovery Guide: Steps to Make It Right

Every single company in the world wishes to offer delightful customer service.  But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. Let’s take an example. In 2017 a shocking incident came to light when it was reported that a 69-year-old Kentucky doctor, David Dao,...
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9 SaaS Customer Lifecycle Stages

Has this ever happened to you?  That you bought a SaaS product and then completely forget that it exists?  The SaaS customer lifecycle is something that is continuously growing and ever-evolving.  There really is no autopilot that you can put into action and then arrive at the end of the journey. Don’t forget that the...
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What is a Shared Inbox?

As a support agent, you need to be on your top game when dealing with customer issues.  You can’t lose your temper.  You can’t be agitated if your customers don’t understand the solution you propose. You need to be totally honest, calm, and polite when dealing with customers.  But, what if you don’t have a...
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What is Customer Churn? Learn About Types & Effects of Churn

An average company loses 10 to 30 percent customers annually and gaining new customers is around 10 times costlier than keeping the existing ones happy – Philip Kotler. These words from the father of modern marketing, themselves indicate how crucial the customers are for any business. While most people think that acquiring customers is the...
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10 Common Customer Service Problems and How to Resolve Them

Customer. Vendor. Seller. Buyer. All of them have been around since the concept of commerce started. Fast forward to 2020. Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated.  And rightfully so.  It only takes one bad experience...
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B2B Vs B2C Customer Support: How They Are Different

For every organization, customer support should be a top priority as it has the potential to make or break any business. When you respond to the queries of your customers on time and resolve their issues promptly, it yields a gratifying experience. When the customers are happy with the services, your business is expected to...
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How Do You Measure Customer Experience Success

We’ve all heard way too many times that happy customers are the cornerstones of a successful business. But what exactly does a happy customer mean to your brand? And what do you even mean by a happy customer? Apparently, even though all serious businesses want to have their customer satisfaction at the highest level, not...
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Help Desk Vs Technical Support: What’s The Difference?

Often, we use the term “help desk” to refer to all kinds of customer assistance services, including technical issues as well. In fact, in everyday life, people throw around the words “help desk” and “technical support” almost interchangeably. However, did you know that there’s a sharp line of difference between the help desk and technical...
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