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what is customer service - Free

Added Mar 13, 2016 Location United Arab Emirates Views 80
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What is Customer Service? (And why is it important?)

Make customer service a competitive advantage with It’s the fastest and most cost-efficient way to support your customers.

Wikipedia will tell you that customer service is “the provision of service to customers before, during, and after a purchase.” And Businessdictionary will tell you that it’s “All interactions between a customer and a product provider at the time of sale, and thereafter.” But what is it really? And why is it important to you as a fast-growing business?

Customer service is every interaction with a customer.

Customer service started out as help offered at a desk at the back of a department store, and evolved with the invention of the telephone. In today’s hyperconnected world, customer service is more than just the helpdesk agent that answers your questions when you call an 800 number for help. It’s grown to encompass every interaction that a customer has with a brand. It includes phone, email, chat, web forms, and social communications, as well as self-service support sites. And it happens before, during, and after a sale.

Awesome support is critical for small businesses.

In a world where small businesses need to do more than just sell products—they also want to build relationships—customer service is a key part of the promise that your brand makes to a customer. It’s more than just providing answers. It’s helping customers even when they don’t know they need help. It’s teaching them how to do more with your products. It starts with a smile and a friendly word, and finishes with sharing your expertise—even when it has nothing at all to do with your products. And for small businesses, customer service can be your secret weapon.

Multi-channel support is tablestakes today.

In recent years we’ve seen explosive growth in social networks. More than 3⁄4 of online users interact on social networking sites. Their friends are there and they expect their favorite brands to be too. As a result, services like Twitter, Facebook, and Google+ have become popular support channels. Not only do customers ask for help on social channels but they also share their opinions with friends and family on social channels. It’s critical that today’s small businesses offer multi-channel customer support across email, phone AND social networks, so they can offer help, solicit customer feedback, and participate in conversations about their brand.

Self-service support is an essential part of support.

Today’s customers like to find their own answers, at their own speed. More than 90% will check a website for answers before emailing for help, so your website can make a huge difference in how you are perceived. Self-service could be existing information or information provided by fellow customers. Some of the most common types of self-service are FAQs and searchable knowledge bases, but user communities are also a cost-effective way to offer help while building relationships with customers. This is a must-have in today’s world.

The startup’s guide to customer service

What’s the difference between a hot or flop SMB? The answer: Fast, helpful customer service.

Grow your business with customer service
Grow your business with customer service.
It’s hardly surprising that half of small businesses fail within the first 1-5 years. It’s not easy to launch a new product, single-handedly manage everything from IT to accounting, fend off the competition, and grow a customer base — all at the same time. A great concept, capital, passionate employees, and a private chef can only get you so far. Offering awesome customer service can make the difference between a small business that flies and a small business that dies. Read our e-book “The Startup’s Guide to Customer Service” to learn about nine ways customer support can help you beat the competition and grow your business faster.

The handbook for small business customer service managers

Learn smart ways to wow your customers and make more impact with your existing customer service team.

The handbook for small business customer service managers
Does it sometimes seem like you’re always being asked to do more with less? It’s not unusual for customer service managers at growing businesses to be asked to help more customers, faster, on more channels — but without more resources. Everyone recognizes the importance of customer service, but that doesn’t always translate into more budget or a bigger team. Sure you can squeeze every drop of productivity out of your agents, but there are smarter ways to wow your customers and make more impact with your existing customer service team. Check out our e-book to learn what every small business customer service manager needs to know to be wildly successful, including:

Why hiring the right people is really, really important
Strategies for measuring your support team performance
How to make it easy for other teams to pitch in and help with support
Why you need to engage with customers on every channel

5 tips for choosing the right customer service technology

Join and Customer Service Labs as we explore how companies can build their customer service groups from the ground up or strategically reinvent their support to match rapid growth and demand. Get tips for choosing the right help desk solution to help your business offer amazing support.

The impact of customer satisfaction on your business can’t be underestimated. Whether customers want to communicate through email, social, or phone, you need to be ready to provide them with excellent customer support. That’s why it’s critical to find the right technology to help you manage inquiries and keep customers coming back for more.

Get 5 tips for choosing the right help desk solution for your business from our customer service experts — Sophie Conti, Founder, and Eric Hallquist, Senior Consultant, have a decade of experience helping companies like Etsy, Leap Motion, Moo, Minted, One Kings Lane, and Zoosk build world-class customer service centers.

How to build your customer service roadmap

These days, you product is only as good as the service you back it with. To be competitive you need to plan how to evolve your customer service as you expand.

How to build your customer service roadmap – E-book
In today’s hyperconnected world, your product is only as good as the service you back it with. It’s easy for small companies to think of customer service as just a checkbox item, but to be competitive and offer a seamless experience as you grow, you need to look ahead. Planning how to evolve your customer service in advance is becoming as critical to your business as setting your product roadmap. Check out our e-book, “How to Build Your Customer Service Roadmap,” to learn about six things you need to consider as you build your company’s service roadmap so you set yourself up to offer amazing service, no matter how fast you grow.

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