35 Burst results for "Customer Support"

Why We Built a Virtual Office and How You Can Too)

The $100 MBA Show

02:20 min | Last month

Why We Built a Virtual Office and How You Can Too)

"Running remote team is a lot of fun. You get to hire people from all around the world and it really works for a lot of businesses. But it's not without its challenges. One of those challenges is that it's not always simple and easy to communicate freely with your colleagues if we were all together in a room or in a shared offices easy for a walk up to somebody at their desk and ask them a quick question. This something that comes natural to us as human beings but working remotely does it naturally. Come to us to be like. Hey i'm gonna jump on shah and asked this question. It's a learned behavior. And we've been doing this for over seven years running this remote team and we wanted to be easier on our team to communicate with each other help. Each other out actually started with our customer support team at webinar ninja. We noticed that sometimes our support agents would struggle with maybe new questions. They were getting from customers new scenarios or situations that they never came across. It would put the customer service agent or ninjas as we call them customer service inches in a strange situation because it wasn't super convenient or instinctual to just jump on a chat and chat with their colleagues. Ask them a question. Way for apply while the customers waiting. This could be a live chat with a customer so we decided to pilot a program called the virtual office. What this basically means is that. We're all together on camera and mike in a virtual room. There's a lot of complicated tools to do this. bowie literally just used google. Hangouts were like. Hey what's the simplest easiest way to validate this idea of without having to sign a for anything. Let's just use google hangouts but before we rolled it out to the customer service team. We wanted to test it out as the managerial team. So myself. my co-founder nicole. Our head of customer service because of service manager. Cj as well as our senior lead agent anna joined this virtual office and we worked together co worked together on this virtual call that basically went on for as long as we're working for about a week we wanted to see how would feel. What are some of the hiccups. Some of the things that we would have to work around

Google Bowie Mike Nicole Anna
Twitter Launches Twitter Blue!

Techmeme Ride Home

03:15 min | 4 months ago

Twitter Launches Twitter Blue!

"Twitter took the wrapping off its subscription service twitter blue this morning but only if you're in canada and australia for now pricing is three dollars. Forty nine cents per month. Canadian and four dollars and forty nine cents a month australian which suggests i think what a two dollars ninety nine cents a month price point for when it comes to the us although twitter did not say today when that might actually happen quoting cnbc. Twitter blue users will an undue tweet feature that allows them to set customizable timer of up to thirty seconds to take back a tweet if it needs to be fixed. The feature is not quite an edit button often requested by users but it will allow subscribers to preview what their tweets look like an adjust them before they're published other features include bookmark folders so users can organize tweets. They save a reader mode. That makes it easier to read. Long threads the option to customize the twitter by cons on their phones access to color themes for the twitter app and dedicated customer support and quote more details on those particulars from sarah peres in tech crunch. The bookmark folders option is designed to help. Twitter users organizers saved content collected through twitter's bookmarks feature introduced in early eighteen twitter's bookmarks give users a private way to save tweets for later reference. This is useful for those who want to read long form content at a later time or for those who want to save tweets without alerting others to that fact for example if the tweets being saved. Aren't those they would normally it. The heart icon. Perhaps because the user disagrees with the sentiment being expressed the bookmarks button. Lets them save the tweet. more privately. The folders feature will let users create sub folders for their bookmarks which are also color coded for easy at a glance access. And there's an ad bookmark button on the screen. So you can add a tweet. To the collection. From the bookmark section directly the new reader mode feature meanwhile may not be exactly what some users were expecting ahead of twitter blues launch twitter acquired. Scroll a distraction. Free reading service. That cleans up news articles by removing ads and other clutter for a better reading experience squirrels. Ceo tony hale then tweeted that the products features would be integrated into twitter subscription quote later in the year but twitter tells us that reader mode isn't correllated to any of the company's recent acquisitions including scroll and instead was built separately for the twitter blue offering for the time being at least reader mode is focused on making it easier to read through longer twitter threads basically an alternative to something like the third party app thread reader app. When you go into the tweet detailed view where it shows you. The full twitter thread twitter blue subscribers. We'll see a button. Which lets you change the screen. To show you long-form tax you can exit reader mode to see the threat as usual s for scroll twitter says the better reading experiences it brings to the platform will be incorporated into twitter blue later on. Finally there's twitter blues flagship feature undo tweet while not the edit button users really want it will allow you to quickly on send a tweet when you spot a typo other kind of mistake like forgetting to tag someone. For instance and quote.

Twitter Sarah Peres Cnbc Ceo Tony Hale Australia Canada United States
The Road Ahead for Photography Businesses, with Zenfolio

This Week in Photo

01:57 min | 4 months ago

The Road Ahead for Photography Businesses, with Zenfolio

"Today we're going to give you guys some insight. You got a player that is smack. Dab in the middle of the photography industry has decided and agreed to join me on the show to talk about some of their findings with regard to what the heck is happening as has happened in the photography industry. how has it evolved. Hasn't gone lebed isn't gonna write going up and down whatever we're gonna talk about that and here to talk about. It are some senior executives from a little company. You may have heard of called zinn. Folio john and pamela. Welcome to the show. guys frederick. Thanks great to be here. Yeah you're you're a completely welcome. Thank you for doing this. I know time is short. And i want to make sure we maximize all your time on this show Let's let's do some introduction before we dive in tamil. Let's start with you. what what is your major function. Ads in folio absolutely so. I'm in charge of all things. Customer customer support customer success. I lead an amazing team who are primarily the tigers themselves which really makes us unique in that when we're talking the and helping them with their business we have a really unique point of view of completely understanding what it's like to be a small business owner and to be a photographer with clients Having certain expectations. yeah yeah. Those expectations change a lot right as the industry shifts changes. I've been in it for several a couple of decades now and a lot of things changed with. We're gonna talk about in this interview. So absolutely i mean i think about when i got married and how long it was to get my wedding photos back and now it's very common in wedding wedding photography to even have pictures of the ceremony showing during the reception on as a slide show. So it's kinda like that's gone from an eight week. Lead time to you need to be ready

Folio John Zinn Pamela Frederick Tigers
Should You Outsource Customer Support?

The $100 MBA Show

02:17 min | 5 months ago

Should You Outsource Customer Support?

"Support and customer. Service is really the backbone of your company. It's how your customers will interact with your business whether they're asking for some support on how to use your product or service a billion corey or they're looking to upgrade. They're gonna most likely contact somebody on your support team to get that done so in a lot of ways. They're the gatekeepers. They're the front line soldiers of your team. Many people will go to a ppo company in just hire that service. they'll say. hey. I need customer support. I x amount of emails every day. Can you get somebody to take care of my support email or support chat or whatever it is or phone calls and based on your volume this company will like hey problem and they have a team of customer support agents that will take care of your support and your customers now. How does this work well. Most of these companies won't have a dedicated person. You probably can request but a lot of times the agents working on your business and with your customers will also help other businesses with their customers and from the customer's point of view. They're pretty much just talking to somebody. That represents your business. They don't know that. You're outsourcing it now very large companies do this like telecom companies like. At and t and verizon large companies like apple and microsoft and the reason why they do this is that they just can't hire that fast they can't find the talent because they need so many people when the iphone launches they literally thousands of queries a minute thousands of questions in their support bank in their support a portal so they really need as many people. They can't hire so many people at one shot so they go to a company like this. Now if you're a small company is there any advantage to this well a lot of times. It's cost effective especially on volumes of severe example. They say we will take care of all your customer support and they give you a flat fee now. of course you're still gonna need provide some training materials and Information about your product or service in the rules For your product and refunds. And all that kind of stuff. So that support agent knows how to answer those questions but at the end of the day they work for the company that you are paying not you directly

Verizon Apple Microsoft
How to Make More Money With the Team You Have

The $100 MBA Show

05:45 min | 7 months ago

How to Make More Money With the Team You Have

"Whether you're a team of one or team of one hundred there are certain tasks you can do to bring in more cash and in today's episode. I'm gonna put on my frugal hat on. I wanna make sure we squeeze as much money out of the current team you already have. Spending money is not the answer first. Let's maximize what we can do with who we have once we do that. We want to take things to the next level. Then we can consider bring on somebody else on our team but we need a maximize who we have right now and you'll be surprised. How much output. How much benefit how. Much money you can generally in new sales. You just realign certain tasks for your team members no matter what department during before we get into the nitty gritty details. Let's discuss what are the ways we can bring in money will really. There are three ways to make sure we make more money in our business to bring in more revenue. The obvious one is just more customers. More people buying your products or services. That's number one now. A lotta people. Just stop here. They're like just more customers. Well there are other ways. Money number to each customer spends more money so instead of each customer spending fifty dollars Each customer spent one hundred dollars. You just doubled your revenue cages double. How much money you make without even bring in new customers. This is often called lifetime value. Now i want to explain this one before we move on so yes you can bring in more customers number one number two. Each customer spends more doesn't necessarily mean they spend more when they first by they can buy one product but then they come back and buy another or they upgrade their plan or they have an ad on attitude their plan or they go from Your membership to your private coaching point. Here's at the same. Customer is paying you more money and lastly is retention is keeping your customers now if you have a software company like sas business where people pay you every single month for membership or you have a community like ecorse course community where people learn from you every month or you have monthly. Coaching any reoccurring model. This is essential. Okay you need to make sure you keep your customers. Even if they're not spending more by keeping your customers you basically plug any leaks in a bucket right. There's no sense in bring in or working so hard on marketing to bring more customers. If just as many leave you okay keeping customers actually a lot less expensive than bringing in a new customer. Now save for example. You an ecommerce store. You're in retail. And you might be well. I don't have a membership model. Omar people buy from me and then they leave. Well that's okay but you need to make sure they continue to buy from you. You have to see this as a membership model if somebody has bought something from your ecommerce sore And they haven't bought from you in months. That's a problem. You need to find ways to re engage with them. Give him reasons. Give him purposes to buy your products. Yes maybe they bought for themselves. But hey there's a holiday pretty much every single month. Have you bought something for your mother for mother's day one about fathers day. What about birthdays christmas. Valentine's day i can go on and on but the point is is that people buy things for other people not just for themselves make it so it is sort of a subscription model to get them to come back and keep buying. That's a reoccurring customer and if you have great quality products they will love you for the gift ideas all right so these are the ways people can make more money. So how am. I gonna tap into my team to do that. Well everybody on. Your team has a job already right. They have duties. All you have to do is refocus. Those do these to apply to one of those three things. So i'm gonna give you some examples. Let's say you have somebody who's doing customer support. They're not selling. They're not bringing any new customers but they deal with the customers that they already have the ones that are asking support questions or asking questions about products or sizing or whatever. It is if you want retention. If won't people coming back. You won't be able to keep paying you. These people are your soldiers okay. These people are going to help you big time your support team. If you have a sale going on you've ever promotion going on. They should close off all conversations with a reminder of that if there's a better way for them to save the customer money i know. This sounds out counterintuitive but you can save the customer money varroa wrong plan for some reason or they're spending their money on the wrong things by giving the customer advice. Hey you can actually do better on an annual plan versus your monthly plan. You could save up to one hundred and fifty dollars by going annual. I noticed you've been with us for a year already. The customer gets locked in you get upfront cash flow and the customer really appreciates you looking out for them so get your support team to actively keep your customers happy and can keep them Retained and continuing to pay you now. This isn't happened by accident. it's obviously takes training. But if you allow the metrics that they're measured against to be aligned with this this is what's going to work so when you're evaluating your customer support team make this one of the things are evaluated on retention. How many customers they save. How many customers do the upgrade the hits her milestones. You can give them a bonus you can give them a raise whatever it is incentivize them because at the end of the day people need a carrot.

SAS Omar Valentine
Who's Adopting AI for Chat and Customer Support? - with Abinash Tripathy of Helpshift

Artificial Intelligence in Industry

07:13 min | 9 months ago

Who's Adopting AI for Chat and Customer Support? - with Abinash Tripathy of Helpshift

"So nash. I want to catch up with you here on the topic of who is adopting when it comes to artificial intelligence for chat. That's your world. It's wild you've been in there for what nine years now. Two thousand eleven or something like that. So you've seen a lot evolve you know when you think about who is really picking up on this who's starting to layer on top of their their serve chat conversations in a fruitful way. Who who do you see those early adopters or anything. They have in common with her industry size. Whatever a very good question. So i if you think about automation the effort in trying to get automation going in an enterprise. The biggest auto identity comes from people that are having high volumes of interactions. So you say when you find that as high volume deductions that are specific. Industries were customer service has very high volume of interactions and it's difficult visible in two ways. One is just they just have high volume second. Is the number of agency employees in contact center right. So if you think of industries that basically have the highest number of agence dealing with customer service. Those happen to be beat. Ac- industries anything that has to do with you know retail banking utilities telecom gaming which is where we got our start right because think about gaming for the second we gotta start in gaming because they are like any of the largest social media networks in the world they have hundreds of millions of people blaming online every month right so the monthly active users in gaming environment is massive. It's as biggest telecom and the volume is proportional to play the game. But i really think about the game. People wonder why gaming such big customer service. 'cause great games are just like casinos or retail outlets people play a game but to the game is a store and the store is usually selling stuff right that people buy an anytime people buy stuff that are all kinds of issues that can happen. The game itself may have issues. That are game blaze. She was that a fraud issues. This bullying issues all kinds of seeing the gaming world so we are starting gaming simply because gaming is a very digitally focused digital first world for them. The phone is a foreign concept. They don't want to have a phone based on people calling them on. The phones added costs so much money to serve a phone call so they want everything to be digital first until we dominate the gaming industry. Whether it is the largest games in the world that i can rattle off my mouth all of them of our help shifts right so that's where we got her start and now what we're seeing is. Lauded the bbc industries like to be dealt hospitality travel telecom deck banking at all. You know they have the dynamics but some of don those tend to be very traditional banking and banking does not have a digital first approach. Though i would argue both covid. Everybody's evaluating take time. What what their strategy is. Because you know if you noticed in observed when kobe what really happened. I wanted to lead this to you. Dan is that most of these. Contact centers. Operate with agents in manila manila down. And these workers that work in contact centers don't have internet cut home. Didn't even have computers. They had to come through physical facilities in manila Phone calls they couldn't even be online right so phone. Contact centers were shown hard immediately following all the lockdowns around the world. Right so my bank. For example chase dick would be when there was no way they could serve any of my phone calls right Goes if you had to do banking good luck that idea to wait for many days. Get through the phone contacts so everybody. Every large to a vertical is starting to think about how do better leverage digital and specifically in digital self service capabilities and so if you now that down subsurface capabilities broken up in gulick automation technology in lots or informational self service. So that's what i think. It's what we're doing is so interesting. Got it so just to touch on where you started. This kind of explanation was that you began in gaming because it's so digitally native and it's so averse to the phone right if you're a seventeen year old or a twenty seven year old in you're in the middle of a game. Yeah you're you're not gonna call a company you know that's something your mom would do. You're just going to chat or you're gonna put in an email ticket or whatever the case be so. That's a digitally native space. You mentioned retail. Do you see sort of basically for for retailers in terms of adopting a and chat from your perception looking out of the market whereas their trash and where whereas they're real buyers for this stuff is just a function of how big the retailer is or is it a function of both how big they are and their relative amount of revenue from e commerce. Because i would imagine that that would be indicative of their digital savvy on some level what are the factors that make a retailer more hot to trot more likely to actually be doing the kind of work that you guys do with other vendors or whatever i think do dynamics blame the bill segment. One is look at the gross margins of redel even e commerce businesses like amazon right. The gross margins are single digit vegetables single digit percent. Maybe even one percent right and with those kinds of gross margins yearly want the most effective customer service model right not that you want the cheapest most effective customer service model. And so it's it's there's a lotta margin pressure in the retail business. That's driving the shift digital but more importantly post covid. What has happened is if you look at the large format retailers like walmart for example for the first time what they've seen are completely changed sort of forced behavioral change in in the shopping process. Right so walmart now if you look at what's going on it's all like curbside delivery and cook's at pickup right so you can you can order ahead to a digital service like apple. A website like walmart dot com or target dot com and you can then scheduled to go pick up the products in the store during the walk into the store and walking the aisles. Thanks to the holiday shopping models changed. I would say that whole delivery. Big up curbside pickup. Even the food industry were observing this right. So all the restaurants like whether it's mcdonald's or at all like doubling down on the on the apps for ordering because it's all about pickup and got means you have to be able to order you don't want people calling the call center order. You would rather have a digital app where they can do that and so a lot of things can go wrong in that you know that whole process you order your orders delay and you need to talk to somebody deal time. messaging Becomes the perfect way to solve that and having people call a call center. Wait on the phone for twenty minutes back agent to those. The dynamics are mostly margin pressure and this changed sort of behavior of you know orbiting big our pickups or

Manila Manila Chase Dick Nash Gulick Automation Technology Kobe BBC Manila Walmart DAN Amazon Apple Mcdonald
Lessons I Learned by Growing Fast in 2020

The $100 MBA Show

05:06 min | 9 months ago

Lessons I Learned by Growing Fast in 2020

"I want to start this episode by saying this is not about me beating on my chest and saying look at me. Look at our company. We grew this much. I'm actually going to be quite vulnerable and share a lot of some mishaps that happened in the year because of this growth and just for context we start. Women are nj. Yesterday we will be in business for seven years come april so it almost took nearly six years to hit this crazy rapid growth. So we're definitely not an overnight success. We've been trying to prepare for this for some time. And i want to share with you. How it all worked out in twenty twenty now up to this point before twenty twenty. We had steady growth. So it's very predictable. About how many resources we need in terms of customer support or developers or if we need to spend more money on advertising all that was kind of predictable but the will be a time in your business. Will you'll have drastic growth. Because of an event for us it was covert but it could be something different for your business. Forbes might mention you in an article and that will give you incredible traffic a random influence or celebrity might use your product or buy your product and mentioned it on social. This is actually more common than you think. A big brand or big business with the following might use your product and mentioned on their blog. This has happened to us before as well. So you might have these spikes that lead to tremendous growth for a period of time so these events. The spikes are unpredictable. You know in this is going to happen. So how can you prepare. Well you can prepare to some extent so one lesson. I learned something that really prepared us. Was that inner business. We create an called standard operating procedures as oh peace and this basically is documenting every single task that we do in our business. We're really really anal about this. I know this sounds really really strict but to the point where we have a procedure for answering emails on support for publishing podcasts episodes. We have a procedure. Every single thing in our business and the reason why we do this is though that if we ever hire somebody training that person to do a task is not going to be super super hard actually self study. They can do it on their own. It also allows other people on the team to pick up a task if they need to help out by just following the sap. So i highly recommend that you start creating standard operating procedures for every little task in your business and you can start with department like support. There are tons of questions that get repeated day in and day out how to receive my password. Can i get a refund. fund policy. do accept american express. All these questions get asked over and over for many businesses and you can create standard replies. Now they don't have to apply word for word. Whoever uses sap but the point is is that they have a source of truth somewhere where they can go now. What does that have to do with growth. If you have an explosion of growth and all of a sudden you have all these support tickets in your queue. And you're like whoa. I don't have enough agents. In fact on the one was answering all support tickets. We'll you can do is one odyssey. You can put a job posts are hiring but you still need to train them. You still need some onboard and it's going to take a couple of weeks but in the meantime you can ask the rest of your team members to jump in or you can get a freelancer really quickly to answer. At least the s o p questions that are in your cue immediately that alleviates a lot of the stress and the problem of long time through support so. Soap's huge huge thing to help us. One thing that we were not prepared for was how quickly we had to hire in two thousand twenty. We hired eleven new full time. Hires some of these hires were repeat. Hires meaning that we hired for this position before the customer support agents so that was pretty easy to do because we had a job post to go. We knew exactly where posted we had a whole system for application and interviewing but some hires were brand new brand new positions. That was a brand new job post. So one of these didn't do that. We should have done was right out the job descriptions for the next positions you wanna hire so. We had a list of positions that okay. These the next hires who wanna make these new positions. We wanna fill. We had that in place but we didn't take it step further and have those job. Descriptions really fleshed out understand exactly who we're looking for and what we want them to do because what happened is that oh man. We need this person. This person this person to meet this growth and to really capitalize on this opportunity of all. This traffic is coming our way so we had to spend a lot of time on saying okay. We need to really flush a who you're looking for so we can find the right candidates who can make the right hire quickly so if i had into it again i would definitely a have those job descriptions already even though you're not hiring now it's good to have them in a bank in your google drive so when it's time to hire you have to hire you can easily post that job description. All set to go.

Forbes Google
Voice Developer Year in Review 2020: The Convergence of Voice and Chat

The Voicebot Podcast

04:16 min | 9 months ago

Voice Developer Year in Review 2020: The Convergence of Voice and Chat

"That might actually be an interesting place to start. I was going to start with sort of the rise of mobile but it with We see this. Looks like a convergence of voice and text voice chat This year that seems just a little starker in fact sort of last holdout Or maybe one of the key holdouts has been amazon and they just introduced the chat feature within the alexa app. The mobile app and you know we. We had this idea for a long time that the conversation there's conversation could be taxed or could be voiced but we also i think all recognize that there are significant differences between the two. We did an extensive piece on that. I don't know about two two and a half years ago in an e book. Just around design but mike. Maybe i'll start with you. Just talk about this idea because you started out one hundred percent voice and have a lot of chat since joining more and more. I mean do you see this as convergence and if so. How's that going to be different than what we've seen in the past in terms of how people adopt both on the consumer side and the enterprise. Yeah absolutely see. There's a convergence. And i think at the end of the day. Let's say let's go back to customer support use case you wanna be wherever your customers are in your customers are going to be either using what's app or some kind of message or application. On their phone there can be using facebook messenger or they could have a smart speaker on their desk. They can have a smart speaker in their kitchen. And you wanna be able to be wherever they are So that if they have a question for you you're it's friction lists to get to you regardless of the channel and the medium so yes From technology point of view there are differences. But nothing that can't be handled with good tooling and design As far as bringing those together. What are some of those tech differences. So you know as you were. Starting to incorporate chat into was written a voice. I actually in many cases of voice only type of application stack that you're developing for people. What different types of technical tools did you have to do. Are you talking about microsoft bob framework incorporating that is back in and just talk talk about the the logical architecture the stack behind it and how. That's different yeah. So luckily google thought of this from the beginning. Where like they were. Both on the google assistant mobile and on the smart speaker. So if you wanted to be on google you would support and the way. It manifests itself is you have. You can do the sol. You can do the display tech's and for most cases they are going to be pretty much the same and you can just do simple like speak tag wrapper around display text But what you and this is where there is opportunity for tooling is like there are nuances in. And i i do see some tool start to emerge that are gonna make it easier. We're like how do you pronounce the date better and easier and more consistently Especially when you are going from different Text to speech engines to make sure that you can control that. So opportunity there for like Let's call it like preprocessing before you send it out to the actual text to speech injure the platform that's gonna take care of it for you. There's some good features out there existing for things like I know that Aws polly. They support things like lexicon and lexicon of been in the industry for a long time in that was an object or a that was required for telephony and it makes you pronounce the same thing consistently all the time so you actually define how things were pronounced hamburg. You don't see those supported in things like alexa yet or google assistant. They don't support these global pronunciation guide which elects economies

Amazon Google Mike Facebook Microsoft Aws Polly Hamburg Alexa
Business Community Mourns the Loss of Zappos CEO Tony Hsieh

Business Wars Daily

05:00 min | 10 months ago

Business Community Mourns the Loss of Zappos CEO Tony Hsieh

"Tony shay was a rarity a business. Executive who was almost universally beloved shade died november twenty seventh at the age of forty six following injuries sustained in a house. Fire connecticut home. His death prompted outpourings of stories about shay's unusual and unusually successful approach to business for twenty years. he was. ceo zappa dot com the online shoe and clothing retailer. He let it with philosophy summed up in the two word title of his best selling book delivering happiness in two thousand ten. He told cbs news. He believed it was possible to make customers. Employees and investors happy while still turning a profit which he did in spades amazon acquired zappa's dot com in two thousand nine for one point two billion dollars shea invested in the online shoe cite zappa's dot com. Then call shoe site dot com in nineteen ninety nine a young entrepreneur. He had already founded in grown and online. Advertising site called link exchange a year earlier at the age of twenty four. He sold link exchange to microsoft for two hundred sixty five million dollars shortly after investing in shusei dot com. He became ceo and the company changed. Its name to zappa's taken from the spanish word for shoes ocado when she was initially pitched on investing in shoe site dot com. He was skeptical in nineteen ninety nine. The beginning of the internet bubble ecommerce was still young and untested. conventional wisdom. Was that you couldn't sell shoes online. Because customers were used to try on shoes before buying them but then she learned that five percent of shoe buyers already purchase shoes from catalogs. That's five percent of what was then a forty billion dollar market that persuaded shea to take a crack at online shoe sales even though he later told cbs news. I'm not a shoe person at all. Rather he would wear one pair for two years until they wore out and then by another to conquer the hurdle that customers needed to try on shoes shape pioneer to custom. We take for granted today. Zappa's would ship for free and allow returns for a year. It was not uncommon for customers to order five pairs of shoes in return for. That was okay with shay. He wanted customers for life to that end. He invested in domestic call center workforce rather than outsourcing to countries with cheaper labour famously. He empowered those customer support employees to do whatever they needed to make customers happy. There are no time limits on phone calls one. Possibly apocryphal story was that a worker stayed on the phone with one customer. For more than five hours. Critics wondered how zappa's could make money by investing so much in the people who answered the phones after all only about five percent of customers ordered on the phone the rest purchased online shea. Believe however that the phone was branding opportunity customer service by workers who bent over backwards to help them would be customers forever and of course they tell others about their experiences in addition he wanted his employees to be so happy that they would consider working at zappa's a calling not a career. He went so far as to offer to pay new employees to quit. The offer received a few weeks into a new job. Ranged from about one thousand to three thousand dollars the idea. He didn't want employees to stay if they weren't passionate about the job and the culture his quirky management technique became widely known simply as the offer growth was swift in two thousand revenues. Were about one point. Six million dollars by the time of the sale nine years later revenues had reached a billion dollars after the amazon acquisition shea. Stayed on as ceo. He retired last summer. Devoting himself to an economic development project in las vegas where he lived under shays. Leadership amazon is said to have allowed zappa's to remain as independent as an amazon acquisition. Could be recently. However the company's begun integrating it more fully offering prime rewards to zappa's customers the idea to help it. Maintain competitiveness against chains like dsw owned by conglomerate designer brands with several hundred warehouse stores. Nationwide dsw's one of the largest shoe retailers in america it consistently plies customers with loyalty discounts and coupons in an effort to get them to return to its brick and mortar stores again and again but cova closures hit designer brands. Hard in the second quarter which offers first sales fell. Almost in half third quarter results will be released next week. Twenty years after a young tony shay became convinced that yes you could sell shoes online. He turned out to be not only unconventional but prescient in a pandemic. it may be about the only place to sell them in a statement following shays death zappa. Ceo kadosh dish. Pandey said the world has lost a tremendous visionary and an incredible human being

Tony Shay Zappa Ceo Zappa Shay Shea Amazon Cbs News Shade Connecticut CBS Microsoft
How to Prepare Your Business for The Holidays

The $100 MBA Show

07:28 min | 11 months ago

How to Prepare Your Business for The Holidays

"For a lot of people. The holidays is a hectic time. Not only in their own families but in their business of course i love the holidays because he really prepare for them well in advance and it's a really relaxed calm time for us and our colleagues and i'll tell you why it's all about communication and setting up expectations. We know that it's important for us. And our collies our team members to enjoy the with friends and families so we want to give that to them. We don't want them to be stressed out so we work around that to make sure that our whole team has a chance to relax to recharge to enjoy being with family so our company actually closes down. We actually do not work on christmas eve christmas day and the day after christmas now. Many people might not agree with that they say. Hey all i'm business should be open twenty four seven. She get people to work during those ships. You're leaving money on the table. While i didn't build a business so i can do things i don't wanna do right. I'm building a business to make sure if it's with my lifestyle and fits the lifestyle and the needs of my team members and guess what it's okay to close as long as you communicate it to your customer so well advanced about three to four weeks before we actually take off for those three days on holiday. We tell our customers. Hey we take off. During these three days we make sure all our promotions are sales. All the things we're doing to really bring in customers all happened well before this time. Okay we we plan this so that there is no need to be around okay secondly we tell our customers that were. We won't be around but will be back on this date and what we found overdoing this year. After year is that our customers are totally fine with the fact that they think it's awesome and as long as they're given a heads up and they know and we do this via email. We do this by App message we do this in our chat message as a automatic reminder hey just a reminder will be not available these days coming in a few weeks and this allows everybody on the team You know from our developers designers marketers to customer service agents to all take a break when it comes to something like our podcasts where we are producing content. We edit we do all that stuff and we just do it in advance we batch it and we schedule everything in. We let the computers take care of things. Okay that's the beauty of technology you can record edit and schedule everything in advance so that you can enjoy the time off. But you can't do it if you don't plan for it if you don't make sure it's in the calendar and make sure that you're planning for with your task lists leading up to it now. If your business where you have to be open on christmas day or christmas eve is just your business. Depends on your toy store. The first thing i want you to do is question your assumption that it's a mad house in your business during that time maybe it is You know busy with you have customers but it's not as busy as you think it might be take a look at your analytics. Look at the data. Look at the traffic on google analytics. Look at your ticket volume for the past your Customer support tickets. See what's going on. You might just need one person to work as customer support agent or a help desk during that day and we've had to do this On different ways so what we do. Is we ask for volunteers in the team to cover those shifts and it's totally voluntary and we actually give them a double pay that day so it's a little bit of a bonus to work there and there's some people that may not value that particular holiday as much as you do or much as anybody else. Maybe they celebrate other holidays and they're happy to work that day for double pay and for the most part. It's not as busy as a normal day. Now if your company is very busy before the holidays during the holidays. Maybe you know the week before christmas. You know this is the you know the nature of your business. Then you need to make sure. There's all hands on deck before you take off Make sure that no one's taking off during that time nobody taking any kind of extended. Holidays is kind of like a. You know a red alert all hands on deck time where you need as many people on the team to be working understand that they can't do this forever. You can have people you know in an intense situation weeks on end They're gonna need a break so make sure it's you know a few days or a week at most. Now let's talk about the actual products services all that kind of stuff so back in the day i had my own clothing line and the the holidays was a very busy time. In one of the challenges i had was making sure. I had enough stock on hand to sell at all During the holidays now if you have a choice between having too much sock and not enough stock you sell out. The latter is always better. It's always better to sell out and have a sense of wow. This is a very popular product. Very popular brand Sell out here. That's a better look for you than being overly stocked and you're left with a lot of stock to sell and if you're an industry like fashion like i was you just can't keep things forever you can only sell it for maybe a couple more months if that And then the season's over you got to change things up the same thing in toys you know. The hot toys are not the same The next christmas you can always look at historical data and see how things went last year. Remember every year is going to be a bit different depending on the circumstances of the year People are predicting that this year. This holiday season is gonna be one of the biggest holiday seasons of all time in online shopping because of the pandemic and also people are predicting people are going to be spending actually more this holiday season. Because they're trying to you know have some sort of happiness some sort of You know Celebration and they're willing to spend on holidays since they're not going a vacation getting around on they're not spending on eating out that much anymore so those spend on the holidays so keep that in mind inner estimates. There's one piece of advice out comes to promoting your sales for the holiday is to star early There's a reason why. I i really think that And i've tried this in the past and it really is very very powerful. Is that if you start early. Let's say for example. Your holiday sale is the first week of december Nah you know right before christmas. You are going to get people early on before. They spent their money. You're also going to be able to save a lot of money on marketing because your marketing dollars go a lot longer. Because it's not as hyper hyper crowded right before the holidays on facebook ads and instagram ads and google. And all that stuff. You're also going to deal with the rush of the holiday season for your business early on so you can start winding down. Your team can enjoy. It's time and of course you can hit your quarterly goals your quarter four-goal end of your goal earlier and even if you don't hit the goal you know how much left you need to hit the goal. We have a few more weeks where you can Try to make up that gap. The holidays should not be hectic but you need to plan for it to not to be hectic put things in place like we mentioned today so you can enjoy them.

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How to Start a Customer Support Team

The $100 MBA Show

05:33 min | 11 months ago

How to Start a Customer Support Team

"To begin. When should you start building your customer support team. Well in my opinion if you're getting thirty or more messages from customers a day whether their emails facebook messenger Chat messages phone calls. Whatever it is thirty or more. It's time to start team because to really take care of your customers at a high level that's going to take a couple of hours a day. Even if you're the most efficient worker in the world i would say at least a couple hours a day so now that we've established that. How do you get started one when it comes to hiring your first customer support team member. It's a really critical. It's really important for you to choose the right person. They need to be flexible. They need to be adaptable. They need to be organized and self motivated. Why because they're going to start building your team with you. Yep they're going to help you build that team and i'll explain how so basically you're first hire is like a super duper customer support agent. Why do i say super duper. Because they're not only going to be answering your customer support emails or tickets or whatever they are. They're going to be helping you build a customer support system. You need to build the system so that you can start building a team and the system includes how your company is portrayed to your customers. what are the protocols. How do you regret your customers. How do you close tickets. How do you make sure that your customers are satisfied. This also includes you know how to use the customer support software. You're using with us to intercom or zen desk or maybe it was just email. This also includes standing operating procedures. What do they do. And there's a problem with its billing or a technical problem so this first agent is not only helping customers. they're also documenting the system documenting. How do the job and from the start you to tell them. Hey you mar super duper agent. You're going to be doing all this stuff. But the next person i hire is going to be somebody on your team and you're gonna have to train them. That's going to be responsibility. So get ready. Have your training materials ready. In my opinion this. I hire needs to be inexperienced. Customer service agent. Somebody that has done. Customer service knows The job has done high pressure situations and is above and beyond qualified. Right you on someone. Who's really good done this before because this is going to be a challenging position you want somebody who's hungry. Our first customer service agent was cindy highly experienced highly motivated. Just a super hard worker. The reason why this is important. It's because they're going to help you find other agents there in the market right the people that do their job and they're gonna know what it takes to work in your company to deliver great customer support and they're gonna be able to really prequalify and tell them in advance. Hey this is what it's like to work here and this is how you win. This is how you can be successful. And that's exactly what happened with us. Cindy actually had a sister who was in customer support. Her name is cj so in cj joined our team and cindy trained her. She hit the ground running. She knew exactly what to expect. She knew exactly what. The company's like is cindy told her. And even if you're second higher is not you know somebody sister or somebody's relative. They will tell them in the first interview. So what's important here is to set the tone with agree. I hire for the second higher now funny enough. Cj who joined us over five years ago. Who started as an agent then became a customer support lead then a senior lead and then now. She's a customer support manager for the last couple years. She's moved up in the company and she's really been a great hire because of the foundation we built and she's helped us hire the rest of our team nine other people on the team but it all starts with a strong foundation with great training materials with grace standard operating procedures. And that's how the team is built. Now you're gonna do some work at the start because you're first hiring needs to understand the product these understand the system the tools and you're going to shoot some video so you're just going to do some screen casts videos on your computer or better yet you can do a meeting and record the meeting with The new hire and train them step by step the first week. You can do a whole bunch of sessions and record these individual videos and put them in your team. Collaboration tool withers base camper. Jiro whatever it is even trello and now you have a database of training. They can go ahead and create documentation that training. They can then start creating some training materials about six months ago. We hired five new customer support agents. And guess what who train these agents well. Cj did our customer support manager. She created all the training based on the trainings. That we had in the past. She created all the sap credit trail aboard for their first week of training. Actually the first two weeks and all because we started with one solid higher trained. Cj and then leader on trained the rest and of course it started with our documentation and recording of the procedures of the star. Obviously if you look at our first videos and how things were done It looks nothing like today. Because they've evolved and the people on the team have improved. It have taken it to the next level and made decisions. That really have helped the business in a big way.

Cindy Facebook CJ Jiro
Building a Start-ups CX Is a Creative Endeavor

Designing Next: Achieving growth through transformation and innovation

05:58 min | 11 months ago

Building a Start-ups CX Is a Creative Endeavor

"Chad. How are things today? Steve is great today looking forward to a conversation with our guests feels like a another guest that has a background is really relevant in twenty-twenty and we get to explore a company similar to our last guest doordash but in a slightly different Arena off doordash, you're right. It's it's going to be a really interesting conversation as you alluded to Our Guest today is calling Crowley. He's the vice president of customer experience at freshly and they are in the food Tech space and and really kind of the most in their own category. There are Weekly subscription service that delivers fresh gluten-free healthy Chef prepared meals in these meals are fully cooked. So all people dead. Do is reheat and eat. So when you think of it as you alluded to on the Continuum of Home Delivery, it's it's between doordash and our friend and and last episodes gas Anastasia story back and change their idea of of fully cooked meals delivered from restaurants. And then on the other side is something like Blue Apron which delivers you the ingredients and then you cook it and colon has had an interesting path to Fred. He's actually a published playwright and he started his career in the world of National Security working for think tanks in Washington DC and then he transitioned a customer experience working for e-commerce ticket company called ticket Network before moving to Freshly and he's been in freshly for just about five years now and I'm excited to talk to him because he's built their customer experience and support team from basically scratched and not having over 220 people and along the way he's the complete infrastructure of the customer experience including all of the structures of the procedures and and really the culture such ad. As we get into this conversation with calling. What are you looking forward to learning from him? I'm looking forward to learning from his creativity, you know, Colin having his background as a playwright you think about our previous guest we've got a DJ a jazz musician right? One of our guests had a background in Theology, and and today we have someone with a theater background, so I'm really interested in learning about the process that I went through that must have been a very creative process and building the CX infrastructure at freshly. Yeah. Absolutely. There's going to be a lot to talk about he's got so much to share about how he approached building this infrastructure. So let's go ahead and let's get started. Welcome Colin. Thank you so much for joining us today. Thanks is great to be here. Yeah, man, we're looking forward to this conversation. So it would be great if we could start out by maybe just having you tell us a bit about your background and what brought you to Freshly. Sure. Yeah, I kind of came into the customer experience space through a backdoor route. You may say initially studied history and political science and school and then I focused on what school security studies Worth US National Security. So it's going to have my my life working for a think tank or something like that cuz I like writing and researching and so forth. So I was down in Washington DC area and then ended up moving back up to the New England area because I'm from Massachusetts originally and moved up to help some family and I kind of divorced myself from any of the world of think tanks and so forth. So I ended up getting a job at the commotion take a network. Would you like one of the major competitors to Stubhub in the event entertainment in the event ticketing space and they were looking for someone who would come in and essentially do an analysis of their customer support infrastructure commend changes that would put it more in line with industry best practices. And the reason the CEO chose me was because I had the the communication background and I also had experience with The theater World cuz I'm also produced playwright. So I was just in the throes of getting one of my Works produced and really kind of co-producing that so he liked the the the blend of the Arts and the operational Logistics aspect of things off. So we kind of took a chance on me. So to speak and I stepped into this role and really dug deep down and learned my way through the industry and started to build up a team there especially in a customer support team and taking Network that ended up being about 14 people at its height and that dealt with certain higher-end clientele and I did that for about six years and also dabbled in some product management and things of that nature but was there too I moved to Freshly five years ago. So soon after the company was founded and we moved our headquarters to New York City and we just got in our series a and there was there's one other person in Customer Support who's staying with us as our senior training manager, but there was just one person there answering phone calls web chats emails Etc. And I was basically tasked with building up the customer support infrastructure from the ground up and Thursday. Really intrigued with the company and the product and just the excitement of being able to be a part of a company at that very very early stage. So I spent my first year and half so really until late 2016 just building the infrastructure of the team so high and hiring great people and creating a performance evaluation system and creating policies and creating tracking mechanisms for everything from customer satisfaction to customer issues and a training system and basically everything that you need for an organization to run smoothly. And then since then we really taken off we're home starting from 2017. We went from New York to open up a separate contact center out in Arizona and then we moved from Arizona to add some people in Maryland. And then Maryland we moved to add some people abroad So currently we have about two hundred twenty people in our customer support organization across five locations three in the US and two separate offices in the Philippines the little detours here and there we did some experiments and some other locations like wage. Africa and India so now I spend most of my time focused on some more overarching strategic issues and a lot spent in the technology space. So RPA and Ai and things of that nature.

Vice President Of Customer Exp Colin Crowley Maryland Arizona Steve Chad. Twenty-Twenty National Security Washington Stubhub Fred United States New England Philippines Massachusetts New York City CEO New York
A Chatbot with a Brain with Peter Voss, founder and CEO of aigo.ai

Programming Throwdown

07:30 min | 1 year ago

A Chatbot with a Brain with Peter Voss, founder and CEO of aigo.ai

"So I go daddy I focus focuses is on conversation assistance. So how does this work do you? Is it is it kind of like a a single assistant that you build many people use or do you have custom assistance for different? Consumers Yeah. So our product is actually now in a sort of second generation, we launched the first generation actually in two thousand, eight twelve years ago, and that we focused on automating call center calls intelligently you know everybody hates calling into a call center and having a robot you're not press one for this or. Doesn't understand you. So that's the market. We basically, these things are called ibaz interactive voice response, and basically what we offering in a company called small action is an issue with Brian. So it remembers what you said earlier in the conversation at that has deeper passing deeper understanding as some reasoning ability and so on. So much better conversation that was our first generation focusing on automating call centers. The second generation with Iggo. we just launched commercially last year here we focusing actually on on chat channels initially. Because as huge demand, that's the biggest sort of. Growth Area in customer into action and we are focusing on enterprise applications right now. So you know large companies want to give customers hyper personalized customer support also. Targeting things like a personal assistant for somebody wants to manage their diabetes. For example, for coaching we working with a company that that does VR coaching. And they basically need an intelligence engine to simulate the conversation that you're having so many different applications but right now focuses on enterprise working with large enterprise companies. Getting, into consumer market, we'd obviously love to have product available to to the consumer, but it's just very hard to break into that market. It's very, very expensive, very risky. So we choosing to I do. In a commercial applications. and. That makes and so so how I imagine isn't tell me if I've missed the mark but so so you go on. The Amazon actually, we did this the other day where we had to return something to Amazon and we had a it was a bit of a complicated return and says, he would you like to chat to your customer service representative and so and so we did and we this quick Chad within the Amazon website, and then they're able to sort of sort it out for us. Right as is kind of the market. Where you say if someone says they're going to chat with a person on on a website, but it's actually this bought and then at some point, maybe at hands off to a person needs to it's exactly yeah, that's exactly it and what basically we we taking that whole experience to another level because the current chat technology just has severe limitations for for doing things like that, and we will I think we'll. Talk at length about what does on why they are But yes, that's exactly the kind of applications we have, and moreover we we look for applications that are hyper personalized to the individual and what I mean by that is. Repeat, where it's more likely that they actually repeat engagement so that you can also have built on the loyalty of the customer or it's like you know just a diabetes management where you would actually using it every day but it could also be You know your your bank or or a company that you Amazon would be good example that you you may be interacting with on a regular basis and it gets to know you and it's hyper sliced to you as an individual not as a statistic of a demographic group but it remembers what conversations you've. You've had and. Take into account. It can use it as context what you said earlier what you said last week what you know what? What kind of interactions you've had before and that can be channel as well that that you know our conversations. Can Take into account convince other interactions you've had by email old know how the channels well. Yeah, that totally makes sense I. Mean One thing that I was thinking about actually when we were having this chat with this either customer service representative or a, we don't we don't know could we probably failed at turing test but when we were having this chat things I went through my mind was how? You know when I was, let's say early in university. TONS OF TIME and. So I wouldn't mind sort of. Like a kind of optimizing these kinds of things like, okay. Let's figure out the best way to do this. Week do different things we could try to for things like send us wine and if it doesn't work, then you will send it back and now. Things are just so chaotic right now there's just so many things going on you have kids have all these other people in the house and so. Now, it's like you know just send me all three things and we'll just pick the networks as time is much more important and. You know and that's an example of of where serve the customer context really matters because different people have different states of mind when they might be doing the same things as returning product and trying to get another one. Absolutely context is important. So even you know even if you. Talk to a human they I mean, they wouldn't remember what other conversations you've had. You know they might look it up in their CRM, but normally isn't time for them to to do that but with an. Intelligent assistant like like we providing it's. If you had a dedicated support person on the other side that actually remembers the last conversation you had a good example is you know for example, a telco companies will you might have problems with your cable or whatever. So you call your you had a problem and then you know suggested, well, try this try moving the router and put it in a different position or whatever. So you know next day you call in and then it can say, well, did that help you? you know and you say, well. You you reach I know you've already tried rebooting it. So we want to ask you to do that again you know and That's the kind of it's even better than what the human because you know I go whatever. Chat Bot with a brain that you have will remember. The conversations you've you've had and what you've done in what you've tried, what you're talking about. and. What equipment you have you know Whether you whether it's been is on the latest version and you know it can do can do tests automated testing because I? Hey. Let me test the line. And you know it. All of that can happen smoothly and efficiently whereas I know we've been working with companies like it and usually these calls service calls take half an hour tech. An hour was a human agent and it's just like super frustrating. resetting go poss- would Ed Bankin it's like Insane of what you have to. What hoops you have to jump through you know.

Amazon Representative Personal Assistant Brian Ed Bankin Chad
Do I have to sell as a SAAS?

Side Hustle School

03:22 min | 1 year ago

Do I have to sell as a SAAS?

"Hi Chris. This is Diana from Columbus and I've been listening to the show since episode number one. I'm starting an online service and I'm wondering about my pricing as you probably know over the past few years, the SASS model software as a service has become increasingly common where the pricing is always monthly or annually instead of just paying a one time fee but I'm put off by the idea of forcing people to get another subscription. It seems like it's Harder to convince people to commit to that. Instead of paying a one time fee don't get me wrong. I like the idea of recurring revenue. I just think that maybe I should go the other way when everyone else seems to be doing the same thing what are your thoughts on this thanks Chris and I look forward to hearing what you have to say. Hey Diana thank you so much and congratulations on your new service. Look forward to hearing more about that, and this is a great question because anybody who is starting a service and online service. Especially Service, it's not just one off. It's something that people will continue to access. This is something that they're facing. How do I decide about my pricing and so to your point to Diana's point of where she says, you know maybe I should go the other way when everyone else seems to be doing the same thing. So overall, a big fan of that philosophy. I think there's a lot of things you can do in life by constantly asking okay. Everybody's doing this one thing what is Either the opposite or a third way something that people are missing etcetera. But I would say when you're thinking about your online service, like keep in mind why so many companies do this like why do they price that way? Because it works it allows them to be less dependent on the sales of any particular period like if you got a down month while you still have this money coming in from customers who signed up long ago, I, it allows them to forecast revenue far into the future it allows them to pay for upgrades features, and for customer support I think that's one of their main arguments, lot of these companies while we have to actually support this software. So we might actually losing money on someone who pays once, but then requires a lot of support, for example. So for a lot of businesses pricing on some kind of recurring basis whether it's monthly or annually like I mentioned, sometimes there's an option for either you can get a discount if you pay annually that very often good decision. But of course, let's be fair. That's not what she's wondering. She's wondering is it the only way and my answer to that is no of course not like you know if you want to sell your service with a one off fee. You could argue that might actually be attractive to potential customers who are just like she says, you know tired of all the subscriptions, I totally get it. So this is not a perfect analogy but whenever I'm looking at the APP store on my phone, I see different games available on thinking Oh maybe I'll try out this game. One thing that I'm really put off by is all of the in-app purchases and so many games these days are like. One dollar two dollars to buy the game or maybe it's even free but you're going to be bombarded with all these requests for in-app purchases. I would much rather finding game. That's you know ten dollars or twenty dollars pay wants and not have to deal with that in APP purchase thing. Okay. So as I said, not a perfect analogy, but there definitely would be people who are attracted to the idea of. Just be aware of all the benefits of the SAS model. So lots of compelling reasons to use that model, but there is certainly no requirement to do. So you always gotta do works for you.

Diana Chris Columbus SAS
Should You Offer Chat Support in Your Business?

The $100 MBA Show

06:05 min | 1 year ago

Should You Offer Chat Support in Your Business?

"Like I mentioned that the top of the episode chat support is a great solution. We've been doing chat support under Ninja for over four years. Now we offer twenty, four, seven life support, and it's one of the hallmarks of our company. It's one of the big reasons why our customers stay customers and the reason people choose us over our competitors but there was a lot of work that needed to be done before we were ready to offer chat support. There's some foundational work you need to do and things you need to consider before you make that switch. It's also important to understand that once you offer chat support. It's one of those things that you want to offer it. It's really hard for you not to offer it again. So once people get used to a certain level of support, you might start with email. Then you'll at chat support if things are not going right or you didn't set yourself up properly and then you remove chat support this disgruntled some customers and really can affect their experience and mega make him feel really took something away from them that they're used to maybe enjoyed. So there are a few things I want to highlight that will help you get prepared to launch chance support in your business the right way. First of all, why would you want to offer chat support in the first place? Why don't you just stick to email more and more every single day every single month every single year chat support is becoming the new phone support. Prefer to chat. Now, text than to get on a phone call it's often faster to solve a problem get questions answered through chat suppor- think about it most people don't make phone calls or take phone calls or get phone calls that often but they sent a lot of text messages and facebook messages and what's happened all that stuff. It's a way for you to go back and forth with your customer live and get them a win in that moment in the moment, they reach you the moment they visit your website allows them to make a decision quickly rather than the hit your website, and then they're like, oh, I, have a couple questions. Let me see if they have. An e mail or contact form and most people don't even go that far they're just leave the website and check out a competitor. But if you have chat support allows them to say hey, I got a quick question. Let me just ask right now there's somebody right there and that question could be very simple. It can be somebody overlooked it could be something that's on your website or on your your sales pages, and the answer that question could make them feel confident enough to make a purchase right then and there it's also a huge benefit a huge benefit for your customers that already paying you. They feel like you always have their back and you're just one message away. And flat out chat support is just fun. You can send him Ho- Jeez and Jeff's funny images, and you can really express your brand and your style through Chad. The email really doesn't do as well. A lot of our branding is done through chance support a lot of our customers become customers because we're like everything like your style on chat your team really made me feel comfortable and welcomed in a professional yet casual way. So what are some of the things that you need to consider before you say Yep, let me go ahead and go chat support. The first thing I want to say to you is a Lotta people think okay. What software do I need to chat with? You know there's a lot of chat software out there whether it's intercom. Or. Fresh desk or Zen desk or help scout there's so many out there. Right and all the offers are pretty much assume depends on your needs not gonNa really get into that right now that's the easy part. But what are the things you need to consider is your customer base where is your customer base? Do you serve only a national market the covers maybe A. Few time zones or your customers international around the world. If that's the case you need to make sure you're able to offer your chat support twenty, four seven throughout the day. So you can cover the entire globe that means having at least three people on chat or on your customer support team. Each of them have an eight hour shift. Now, some people they start with five. It is week of chat versus seven days a week, and that's a good way to get into the game. But if your customers are global, you need to consider the fact that you can't just offer chat certain hours of the day. Those hours could just be in the middle of the night for somebody else and it's just really not a benefit at all you also. Have to take a look at if you have the manpower, the staff to be able to handle the amount of chats are getting. Now if you're on email support right now, this is not a good measure. Why? Because email support takes a little bit effort for the customer to actually send an email they'll probably go through a few other hoops or maybe how the tutorials or Do, a little bit of Reading for trying to figure it out themselves before they email, and this is while I will start with mail because it lowers the number of support requests but also drastically lowers the number of presell emails or chats or you'll messages. So as soon as you offer chat on your website, it's Gong to invite more conversation. That's a good thing because you're. Getting in touch with their customers and you're making connections, but it's also something you need to consider because if you were getting, let's say a hundred emails a day in email support. That's no indication of how many messages are going to get in chat because that's really going to open up the floodgates because now it's easily accessible. People can easily chat with you and send a message. It's not always easy to predict, but the traffic to your website is really a good indicator forgetting getting over one hundred thousand visitors to your website. You're going to have a good amount of those people chatting with you asking questions out say ten percent is a good measure at least ten percent people are going to reach out and ask questions especially, if you prompt them to ask questions, which is really cool. You noon chant. Throwing the pricing you can ask, Hey, you got any questions about pricing or choosing the right plan for yourself chataway with us. If you think about that, if you have if you have one hundred, thousand visitors every month that means ten thousand people chat with you every month now you might think that's a law is a lot and it's better free to over estimate and be ready for the traffic.

Facebook Ho- Jeez Chad Jeff
The Interactive Web with Speak2Web & Outgrow

The Voice Tech Podcast

04:02 min | 1 year ago

The Interactive Web with Speak2Web & Outgrow

"A really interesting because we both got. Similar kind of products, but quite distinct differences as well. so that'd be fantastic tiny the show to talk about this general topic of website marketing through conversation interaction making websites interactive. So maybe we could start with to Jason, can you give us a brief Intro to company does? Who's full topic clients? He says I now what the typical problems you help themselves. Yes, absolutely. So Carl, when we had formed speak to Ab we initially thought you know this is a great piece of marketing technology for websites. But what we've also learned is that it's very powerful tool to combat accessibility compliance lawsuits. So speak to delivers voice tech solutions for websites and we want to help clients become accessibility compliant while optimizing the customer experience for everyone. Interested. That was a straightaway and that something I didn't expect accessibility losses. The company left field. So it's not really one of the major features of the product that was the reason behind the. Size I use case that you've discovered is really helpful to your clients having built the solution. That's something. That we initially had ideas around but if really. Discovered in the more recent months especially following. A major case recently where Domino's pizza. Took a case all the way up to the Supreme Court in the case Robles versus Domino's Mr. is a blind man unable to order a pizza on their website or mobile APP and. A conversational voice assistant would have. Enabled him to use their website or their mobile APP. In a very similar way to if he had just called the store and made the website accessible to him. Okay right. So it's becoming a need. It's not just a nice to have friends. Maybe you could describe what to does on the nuts and bolts level then sounds like it's a plug in for a website or it can be integrated directly I would allow. Has just to do. Yes. So besides the. Accessibility compliance factor. We're helping people to deploy agents that act as personal shopping assistance concierges, and even tech support agents that reduce the level of tier one tier two requests that support teams historically had to read through and respond to you. So the problems were solving our you know optimizing customer experience increasing revenue and help businesses to reduce costs, and we're doing this for any scale of business in a whether it's a simple just adding voice search or delivering those conversational virtual agents that are even integrated into their technology stack. We have something that any size business can deploy afford. Very interesting yeah. It sounds like you've got a number of different use cases the you'll solving that it'd be great to dig into some of those in a moment. Do you have a case study that you can just briefly mention? Is there a particular company will just a type of company that you typically help? Yes absolutely. So in terms of dropping names, all of our corporate clients have strict policies, corporate policies of in nondisclosure by Swertz really looking at on the high end, the e commerce businesses to deliver voice shopping and customer support agents that. People can use to place orders to get answers to you their order in product questions and help those companies, increased sales and lower the cost of support. Optimizing customer experience by delivering people, instant answers and faster time to discovery.

Jason Domino Robles Supreme Court Carl Swertz AB
Are you making it hard for your customers to spend more money?

The $100 MBA Show

05:52 min | 1 year ago

Are you making it hard for your customers to spend more money?

"Customers that have already paid you money or the most likely people to pay you again more than new customers. Actually they are ready have gotten something of value from you. They can trust you they're going to want more so if you can offer more. To make it easy for them to buy the relationship with your customer is a value exchange you are giving them value. They're happy with that value and therefore they pay you money. If it's a win, they're gonNA WANNA do it again. So what I want you to do spend some time this week to take a look at the process from a customer's point of view of coming to your website, coming to your business and trying to make another purchase whether you're e commerce store whether you're a SAS business whether you're buying an online course do they have to? Go through hoops I want you to actually do it. I. Want you actually pretend you're current customer and even if it means you buying your own product, go through the checkout process, you might want to you know give yourself a coupon code to get You know one hundred percent off. But the point here is that you want to check out as a customer go through that process and then go ahead and try to buy again. Do they have to do the same things over the enter the credit card information all over again they're billing information their preferences. Their sizes if you're ordering for close if it's a service, do they need to fill out the entry form or the on boarding form all over again anything a customer does once they should not have to do over and over again you wanNA simplify and streamline this process. In fact, you want to be so easy to use that need to do is click on a button on an email you send them say hey, I have this offer click on this bun they look at that page they click a one bun and they check out this makes it Very, simple if you have a site that is membership base, basically they log in with their credentials. So inside everything is secure and on the back end, you can charge them automatically because you've charged them. Already we wanted to do is compare your business, your website, your whole process to a business you really love doing business with as a customer, right so if you love buying things off, Amazon than take a look at what the steps are as a returning customer, you like buying eyeglasses from worry Parker same thing personally I shop around the APP Sumo Alah. New, startup kind of products and I come back again and again what I love about that process is I save time I just signed into my account. It's very simple to buy a new product and I can see all my old products in my account easily. So I can kind of see an access. So some of those things I've done in the past. Now this is someone who willfully coming back to your site to buy something, but if they're. Already or they have an account or your software company and they're inside their account are you making it easy for them to understand what they're missing out on you need to make sure they understand that there are other things they can spend their money on some people want to spend money. A lot of people wanna buy things that's going to benefit them. But if you're not making it easy for them to see the value offer, then you're just not gonNA get the sale for example, if somebody hits a certain tier in. Your Business are they warned are they told to upgrade at the time? So they can get more benefits that they can not be held back. I've seen this with coaching where People Do Group coaching the do maybe to webinars a month, the email, the people that attend both webinars and say, Hey, this is awesome that you're you're joining the Group Coaching we have dedicated coaching and a private facebook group. You could be a part of if you move up and tear in the coaching program people that use your products and services. Want more. These are the people you need to sell to not the people that are dormant people that have been using your product or service. These people are sold they're getting a benefit and they will pay for more. So you have to actively expose your customers to what they're missing and how they can pay you more money how thick can get more from you and get more value. You have to be proactive and not reactionary a lot of people. They only send out a, you know a campaign on email once A. Month telling about their sales or maybe telling about a promotion they're doing and they just hope people will upgrade at that time. Maybe see that email at that time maybe they're busy maybe they're they're not really add up to date on their inbox as somebody else handles your inbox versus actually reaching out based on actions actually sending them a message inside their account. Some people even do this with customer support they reach out to customers the email support or child support frequently, and they say, Hey, I noticed that you utilize support what. Would you like to get premium support for ten dollars extra a month. This means that you'll have a lower wait time and maybe like twenty four, seven support whatever that program support includes. The point here is that they are utilizing the fact that they like this action they like doing this they're utilizing this part of your service and they'll probably GonNa want something more than a utilize their liking that for example, I love Youtube I watch you two more than I, watch any other medium. So when Youtube? Noticed that I watch a lot of youtube they promoted to me. They sent me an email. They also sent me a little message on the APP Why don't you upgrade to a youtube premium and you'll never have to see ads you get exclusive content you get access to music to me who is a no brainer yeah, this awesome I don't. WanNa see ads more youtube I watched enough you to for this to be worth it, and therefore they got money from me. You might be saying, well, you were not a customer yet I was by watching ads high was making the money but I make more money with youtube premium

Youtube People Do Group Group Coaching Amazon Facebook Parker
Creating a User Manual For Your Business

The $100 MBA Show

05:54 min | 1 year ago

Creating a User Manual For Your Business

"Welcome to the hundred dollar MBA show where you learn to work smarter not harder. Every single day with her daily ten minute business lessons for the real world I'm your host, your coach, your teacher Omar's then home also co founder of the hundred dollar MBA complete business training and community online, and in today's episode, you'll learn how to create a user manual for Your Business One. Of the biggest mistakes, many new entrepreneurs make. is they make themselves and others on their team indispensable. This is not a good practice, and this is not how successful businesses work if you or anybody else on the team were to take day or week or month off, this should be able to know how to do any particular task in the business. This is why you should be writing a user manual for your business that way at anytime anybody. On, your team can tap into this resource to implement any task needed. This also adds incredible value to your actual business. If somebody wanted to buy your business one day everything's documented and ready for handover in today's lesson, you'll learn how to create this business manual how to make sure everybody on your team contributes to its you're not doing all the work. So let's get into it. Let's get down to business. This message is brought to you by windows and HP everyone has a different way to work whether it's typing on a computer, sketching out notes with a pen or accessing all your stuff on your phone with windows HP. You'll have all the tools you need to work the way you want. So whatever you do, make it you with windows and HP. See how at windows dot com slash HP. Creating a minimal welfare business is a work in progress as something that you're going to do today tomorrow every single day and when I say, you stopped talking about you specifically the founder but the people in your business job is to build the culture and the practice and that way everybody every individual is contributing every day. Now, this manual is going to be a set of what I call standard operating procedures. So peace and this is. Basically. The play by play the step-by-step of amy task that anybody does in Your Business. So save for example, you hire a social media marketer and they're on your team and they're posting social media posts on all the different platforms you're on facebook instagram twitter you name, you've hired them they're doing the job, and that's great. But part of their job needs to be to document the tasks they are doing the standard operating procedures, for example when. They post to facebook what are the steps they need to take. That should be documented in a document like step one, right the copy for the post step to at any relative links step three, right the hashtags set for post this information on facebook or on a social media APP like buffer or Edgar you get the point do you need to centralize all this information in your business and allow everyone on your team to be able? To contribute to the soap's they create also has to be easy to search somebody can find a procedure easily. So there are two resources I. Recommend Number One, you can go simple and just go with Google Docs Google Docs makes it easy for you to search for documents and a new recipe could be a new document. You can create for structures to allow people to organize the soap's per department. Another great tool I would recommend is notion. To show is a tool we started using, and it's actually quite easy to use. It's super clean. It's super easy and it's perfect for standard operating procedures and building your business manual. Now, your as the leader as the manager is to make this a practice. So anytime, you're giving a task to any teammate. Anything new they're doing you're gonNA tell them do the test, but also to create the soap for it. Now, what you're gonNA find that because they're creating an S. O. P., they're going to be a lot more efficient. They're going to be a lot more detail oriented with creating that task or completing that task. Now, this may sound like a very simple thing like, hey, just tell them do tasks and then create the sap, but it's really important for to remember to do this with every task especially at the beginning. Of A new hire, we have a set of s O p.'s that we've gathered just for new hires and it's part of our on boarding procedure. In every time, we get a new hire we ask them. Is there some procedure that was not now for you and they say, yes, there were a couple things that I had to figure out ask some questions, and in that moment we tell the new hire hey, can you create a standard operating procedure for those tasks that we didn't have and this beefs up your library? What this also does is it allows you in the managers in your team understand exactly what everybody is doing and you can value each team members work when you look at the library of standing operating procedures in each department each role you realize, wow, this person dealing with a lot of different tasks on a regular basis. Look at all these SOB's. Now you WANNA create a standing operating procedure at your manual, not only for tasks, but four processes and one of the porn processes that you need to document is decision making. For example, in customer support, we have a standing operating procedure on helping customers with difficult questions, troubleshooting issues, and we have basically a flow chart step by step guide on how to make a decision on what the customer needs a set a question, a set of steps, a set of if this then this. So the support agent understands how you make a decision, the process to find out what to

Facebook HP Omar Co Founder Founder AMY Edgar
"customer support" Discussed on Rework

Rework

07:49 min | 1 year ago

"customer support" Discussed on Rework

"Head of Marketing India. Rosie whom you'll hear asking the questions from the audience. I've got one that I really liked from a Alex. How do you deal customers? Who are kind of new era really angry or not nice so I think a perennial support challenge Nina honestly my favorite type of customers mainly because I love kind of proving them wrong and showing them that they're they're not going to have a bad support experience with us like they might be coming into the email knowing that they were thinking that they had the accurate way to get what they want. And that's not really even the case if we're talking about like today's world and people being IRINA. Thad obviously that there's a lot going on definitely when I read customers right now. I definitely know that that is them. It's not me but I handle them in just the way that I would talking to somebody right now. Somebody was angry. I just want to talk to you at your human basically just somebody with respect and I have had to say that to a customer before. Who's really irate? I kinda tacked back to them like. Hey you know. We're both human. Let's treat each other like you know with respect and I want to be an advocate for you so you know. Let's walk throughs together. Let's talk through this together so chemically that works. If it doesn't our team is amazing. We're always happy to perhaps receive a text or a painting or something inside of. Bake Cam if we need to take over customer for somebody Maybe the customer needs another voice. Maybe the customer need the phone call. So we'll pick up the phone and call. There's all different types of ways that we kind of manage that but mainly just staying calm is the number one thing in the email kind of not letting what they're saying really get to you because it's likely something that they're dealing with You know and they're having a rough time so turning around upside down is something that I love to. Do you know the story. Alex tell our new hires so a decade ago. Her heo whenever joint base Cam. My previous job was with a Deli in Nashville Tennessee. And that we were kind of uniquely situated between three or four of the major hospitals. They are in Nashville. So when you have someone coming into the daily you never know what they're going through or what their day has been like or what what their story is so you you might interact with people who are getting food to go and they get really mad at something being left out because they're trying to hurry back to the ICU. I think that's the thing that sits at the back of my head whenever I'm talking to customers. We literally have no idea what their situation is at that that moment like Martha mentioned the especially in this kind of this kind of situation were all in the pandemic and all you have no idea what that other person going through. So we've got to give a little bit of space for folks that are angry and realize that they might have a lot of stuff going on and we don't need to. We need to make sure that we don't give that back whenever we talk with them. Yeah anything it's just important. It's okay for you to ask for help from your teammates. I mean if you haven't even contact with this customer yet but something just kind of hit you the wrong way when you're reading it. Did that have someone else can handle it for you. I think that that's just a good thing to remember. It's okay to ask for help They hit something with you like just just pass them along to the next person but I think showing grace to everyone right now is really important enough. One I WANNA pop. Up is not even a question. It's Alex in all honesty. The best customer support experience of ever had was basecamp. Yes in a time of global pandemic. Some compliments are not bad. It's awesome Alex. you're the best. Thank you hi fi on twitter to which we have a new new twitch channel. Let's feeling good Here's a good one who hops on the call. The customer is at someone from the initial customers for team or someone on the team. Can you usually Kaethe in myself? If the customer go came with it will record the call so that we have all of the reference points that we need there and so Ryan who again done a product team can can listen in on if he wants to take a crack at that to us. Sometimes we all get together sometime. Might be two on one somebody who on a support team who might be interested with the user half like Jason? I are on We might invite them to sit on a call with the customer as well But for those specific feedback and feature requests were interested in knowing more. It's typically myself chase and Ryan or any mention of a very. It's a little bit like he'll call up being a support detective just in the real world where you might have. Detectives are really good at that. Kinda job at Ni- might be good at other jobs within the department. Same thing here So some people are going to be really good and really interested in learning how these support feature requests phone calls How they go how they were the best way to pull information out of people and some people just don't have an interest in it and that's totally co One of the good things that are team as where like what Martha Fifteen Sixteen people? Seventeen seventeen total. There's enough variety of interests with all of us. That some of us like Marissa myself in focus on talking with customers with these Feedbacks and feature request where ask somebody like Jabari or Chris or Whatnot? Might be more interested in the more technical side of support the fixing the bugs the on call stuff that goes around it. That kind of thing so yeah. It opened everybody that wants to do this kind of stuff but practically speaking we find a couple of people that are into being interested in it and we kind of let them take the lead on cool. Here's the kind of open one. It's tough right now. Like his heart. what's something you could tell support specialists around the world. Yeah I think we were talking earlier about Grayson space right so making sure that you when you're talking with your customers that you've got Just a little bit more flexibility than usual. If you're like us the last couple of weeks we've heard from lots of small business owners. You predominantly APP that. They're running into problems with cash flow or their revenues are done for the next couple of months and and they're kind of scrambling to figure out what to do. Now all that comes across and the email and we wanna make sure that we're talking with them that we've got just the flexibility and and understanding that empathy to work with them as best as we can and we talked with at great success. You gotta give it to yourself too because one of the things you know if you're reading email after email after email like that if you're talking to just customer after customer like that we are an empathetic bunch. You tend to be pretty empathetic if you get hired on with our base can't support team and so it's easy to take on all of that so you gotTa make sure that that you're making making us based in taking that grace for yourself to being able to step aside for a little bit realizing that the rest of our team has your back. That's that's the biggest thing I would tell. Support specialist right now is is. Give your customers greenspace. Give yourself the same thing and realize that it's just not going to be normal for a little bit and that's okay you know. That's just part of being flexible and and all this. Yeah I think you can just give your best and do your best each day and it doesn't matter if that changes your best one day might be totally different than another day you know. Take data time. Do the best that you can in. Don't give free ask for help. Don't be afraid to say that you need to take a break Maybe you need to take you know. Do some jumping jacks or like something in another room. Maybe you know you need to say hi to a dog and GO PETA. Sleeping dog over there. Try to remember to do little things for yourself. It's kind of you know Shanshan Grayson Space. But it's also like the whole airplane thing like you can't give oxygen to the people around you unless you put the mask on your face for so be good to yourself hydrate also very and remember that. It's okay to go lower now. You need to go slower..

Alex Ryan Nashville Head of Marketing Shanshan Grayson Space Thad Rosie Nina twitter Tennessee Martha Grayson Kaethe Jason Marissa Jabari
"customer support" Discussed on Socially Supportive: Customer Care the Social Way

Socially Supportive: Customer Care the Social Way

01:58 min | 3 years ago

"customer support" Discussed on Socially Supportive: Customer Care the Social Way

"To have to have changes are their investments that need to be made are you going to have to add headcount i know i'm probably scaring you now i don't mean to scare you i just like to think about all these questions before they become emergencies so make sure that you're thinking about that half these conversations in these discussions with your marketing department now before your taken by surprise later are at the third of five predictions that we have comes from logan young who's the cofounder of blitz metrics and he says facebook reviews are becoming key assets so the marketing reality is that word of mouth advertising has always been important to consumers and this means that whenever somebody has something good to say about your brand and it's not your brand that marketing really wants to get this information in front of consumers whether it's some sort of expert or a celebrity or somebody who is a thought leader in a field whatever this is if they like the product or service that's being sold and they've got an audience of people dan marketers want to make sure that they get in between that word of mouth and the person who is getting the recommendation with their brand and reviews on facebook have been visible for a while but logan young tells us that reviews can now be collected you can boost reviews and you can share reviews so if you're able to do all of this on facebook you can really work toward having a good stack of positive reviews on your facebook page so that sounds great right what does that have to do with customer care while we first need to ask the question do you pay attention to your views as a customer support organisation is there some sort of mechanism in place for your agents to.

facebook logan young customer support
"customer support" Discussed on Socially Supportive: Customer Care the Social Way

Socially Supportive: Customer Care the Social Way

02:14 min | 3 years ago

"customer support" Discussed on Socially Supportive: Customer Care the Social Way

"Need to be prepared to provide customer support for example we didn't know that we were going to have to provide customers support on facebook until somebody in our marketing department probably thought it would be a fun idea to start a facebook page and you never know what's going to happen until you do something and so when the first marketers started the first facebook page and then realize that customers were going to reply and start asking questions dan that's when it became obvious that the volume and the depth of the questions was going too far outweigh the hours of operation and the ability of the marketing department to execute on operational concerns that customers had so as we eta rates and evolve and ordered xu common take care of that then obviously marketing has moved on in their finding new ways and new places to market the products that we want to have out there in the marketplace so i like to have a look at what's happening in marketing as a matter of fact i'll be heading out to social media marketing world at the end of february i think partly because there are some courses that will be talking about four customer support but also because i want to understand what the marketers are doing and what their thinking is going to be coming down the pike to us so that we in customer customercare can know where things should be coming to us from so i have gone and picked out five marketing trends that looked like they could be impactful to us running digital and social customer support so that we could talk about them and i've pick these out this has been informed by social media examiners seventeen plus social media marketing predictions for 2018 from the pros and this article was written january furs of 2018 by lee said de jenkins but it's been formed by the predictions that came in from some top marketers so we're going to dive into all of that okay the first of five marketing trans that could impact is here in customer support is deep prediction that came from azriel rats who is the ceo of rats pack media and that's rats with our.

customer support facebook lee de jenkins ceo dan xu social media
"customer support" Discussed on Socially Supportive: Customer Care the Social Way

Socially Supportive: Customer Care the Social Way

02:02 min | 4 years ago

"customer support" Discussed on Socially Supportive: Customer Care the Social Way

"We have to take in order to make sure that we are providing the best digital customer support and the first step is to decide all we have to do is decide that we are going to provide the best digital customer support what does it take to make that decision though let's get into that the first thing is you have to want it you have to really want to make sure that you are providing the best digital customer support possible sometimes companies want to make sure that they are providing customer service that has just good enough to get them through the day make them enough money and not make too many customers to angry and that's okay for some companies that's what they wanna do that's their values and their objective and that's what they've decided to do and that's fine but if you wanna provide the best digital customer support ever you have to want it you have to decide all so that you can have it some people say that would be great it's just not possible but you have to decide in your own mind that it is possible you know when i started the socially supportive podcast people told me that it was not going to be easy at all to do a podcast five times a week that a 20minute a day five time a week podcast was going to be insane basically it that it would be impossible but i wanted to make sure that i was delivering content to you five times a week twenty minutes a day because that's how you needed to receive it every single day you need at something that was a short enough topic that you could hear on your drive into.

customer support twenty minutes 20minute
"customer support" Discussed on Socially Supportive: Customer Care the Social Way

Socially Supportive: Customer Care the Social Way

02:02 min | 4 years ago

"customer support" Discussed on Socially Supportive: Customer Care the Social Way

"Recommended that you look for similar initiatives across your organization if your call center is giving a special treatment to a particular cloth of clients that mieno may be spend x number of dollars a month or they're on a particular package or tears structure tried a ladder up against that so that they're getting the same treatment inside of the call center and inside of your digital customer support as well so look for marketing to have any sort of demographic information may be particular products are treated in a certain way or like i said the call center and then the second thing i would recommend is get him put from your stakeholders ask your direct reports what makes sense in terms of prioritisation ask your line do interviews with your frontline agents to find out what their thoughts are to or have your direct reports do that and then ask your leadership if they know of any initiatives that are coming down that you've not been made aware of yet that you should take into consideration as you're getting this sat up and then step three of four is to launch a pilot programme around what years setting out and stepped four is test and refine there you have it that is information for you about prioritising digital care volume this will help you become much more efficient if you not implemented it yep and you're agents will thank you your customers will thank you today's episode is brought to you by ticket liquidator did you got some tickets for your holiday gifts that you didn't really want maybe you caught theater tickets when you really wanted to go to that particular concert or may be sports tickets came your way but you really wanted to go to the theatre however it works out ticket liquidator not only sells tickets to these events but they also buy tickets to so you can get rid of the tickets that you don't want and turn them into tickets.

customer support
"customer support" Discussed on Triangulation

Triangulation

01:47 min | 4 years ago

"customer support" Discussed on Triangulation

"Who they are there in the business helping people of the people that i am specifically targeting are hiring managers that the person who who works specifically with people um outside the office and things of that nature and you know there somebody who works in sales right so i'm i'm targeting people like yourself when i'm speaking to people there i am going to put on my social engineering hat okay and i'm going to call you um and i'm going to just run through some of my script out see what you think about it you are customer support okay you're playing the job of customers of you don't have to answer if you'll want to answer the two you okay so um you customer support for training facility here we go and action hi um i'm so sorry i'm a really nervous flyer and i've never actually been to this training facility before so i just had a couple of questions about the process um i'm i'm really nervous i'm so sorry this is really fair saying but i hate flying with my bags um so if i could just ship my stuff there before i get there for the week i'd love to do that do you guys use ups are fedex would you want me to shift oh fedex stephane okay great great okay that as yet i mean i'm a really nervous fire select when i have the bag us r y yeah i also i saw on yelp that you're ess id wi fi name was blah blah blah blah blah um when i get their signs of trouble with the wifi so i just want to make sure that was right is that right yes that's right okay okay could sorry i know i'm really chris he um my parents are also crazy i'm sure you can see where i get this from end they actually require that everywhere i go there security guards i know that's nuts but i looked it up i i saw that there were allied barton security guards and they just want to me.

customer support fedex yelp wifi social engineering
"customer support" Discussed on We'll See You In Hell

We'll See You In Hell

02:24 min | 4 years ago

"customer support" Discussed on We'll See You In Hell

"This is a head gum podcast folks here are a few of the things you can do with squares space you can create a beautiful website that can turn your cool ideas into reality they can showcase your work they can blogger publish content sell products and services of all kinds promote your physical or online business announce an upcoming event or a special project and more square space does this by giving you beautiful templates graded by worldclass designers powerful ecommerce functionality lets you sell anything on lot the ability to customize look and feel settings products and more with just a few cliques everything is optimized for mobile right out of the box it's a new way to buy domains and choose from over two hundred extensions they also have 247 awardwinning customer support so we are encouraging folks to make make at yourself make it standout make it with square space all kinds of people use this if you've got a website you got a blog got anything hit 'em up food producers record labels venues architects restroom tours restaurants coaches uh life coaches other that made up jobs that people might say that they have joe does his website with square space he loves it too cheap it's reasonable um i i don't have a website i don't think people would need to go i do do kind of a kamboi show where i you know jerk it for adoring fans paying fans they come to me uh you can find that porn hub just search my name let's get back to the taskhand square space had to square spacecom for a free trial and when you're ready to launch use the offer code see you to save ten percent off your first purchase of a website or a domain offer code see yousquarespacecom.

customer support life coaches joe ten percent
"customer support" Discussed on Grumpy Old Geeks

Grumpy Old Geeks

01:42 min | 4 years ago

"customer support" Discussed on Grumpy Old Geeks

"Started playing like this crazy wrap stuff from like baby wrapped g or something whatever the hell the guy's name was negative so annoying involving anyways now it's just it's just worked so well for so long then all of a sudden it just stops and spotify doesn't have any customer support amazon doesn't have any customer support amazon you know half the posts in amazon's customersupport blame spotify all the booze spotify as customersupport blame at amazon it's a mess oh wait till series gets in the picture it could be twice as anti hitler act the problem with series i want to i want to switch to apples home whatever they're going to call it when it comes out but then i realized i can't go to apple music because i still have such a big i tunes library so i can never really switch unless they support spotify we'll see oh man this right even though they jumped it up to 100 and 25000 you still have more than that so yet so i can never switched apple music unless they ever fix that which they never well we're maybe through some shit away it always do that i like my music you're never gonna listen to any of that stuff anymore get get get over it come on this gotta be stuff in there you can get rid of maybe when the kids eighteen packed okay now i threw this one here in uh in the old absent dude ads because uh i figured at this point you should be nice and wound up and were men's and it's another eight high feature in the know can sign it comes from tinder of all people well this will never affect me being buried with the child put okay it'll never affect me either because i've never going to use tender but what i what i find humorous here is it's it's about this new feature they have called a super like hulu so every now and again after you've you know swiped in it's got a fairly decent picture of who.

amazon customer support hulu spotify apple
"customer support" Discussed on Mac Power Users

Mac Power Users

01:38 min | 4 years ago

"customer support" Discussed on Mac Power Users

"Would rather he i would i would rather sit down in spent a day next excoach building something play more than i would tuna doings to doing compliance worker dr or tax documentation or staff and you so i found debts that kind of thing i've i attend outsources if i can use i have someone who does that he accounting bookkeeping for me in a coletta compliance kind of stuff if i can pay some one two two to work flat do that for me part time like i will always take that you're i i have someone who does customer support for me much the same reason that i i don't enjoy it in a not very good at it and if you like in a someone else can do a much better job of responding to customers in the inner giving that level of service that i would like to provide but would be awful it providing meals myself if i were just to do a my duty on my own yeah i let the easy it's easy to fall into that trap they like i i was doing my own for a lot of myself i finally hired somebody for some of it in its a slick it's so much better for you to produce than it is for you to sit there and total your thumbs this upset at lack power users is brought to in part by gazelle the trusted online marketplace for buying and selling used electron ix you can learn more by heading over to gazelle dot com today so you looking to upgrade to a brand new iphone ten this fall maybe you i for late whatever you were dealing gazelle has got you covered with not only affordable gently used personal of isis but also the best value for your current found.

customer support
"customer support" Discussed on Cortex

Cortex

01:32 min | 4 years ago

"customer support" Discussed on Cortex

"What i love about hover is there customer support team the fact that everything is super easy to set up and super easy to search for a customer support team best in class they have a hover connect feature which i use just a couple of weeks ago for setting up the wedding website that i spoke about i was able to get the domain name a bolt set up with my website in just a few collects it enough to ensuring a bunch of danis information and also they of who is privacy as well for free so back on his don't get my information i really love have for these things and look i have mentioned stuff like getting a domain name for all my wedding website this is something that i needed and homemade at simple this was on one of those things where i had to centene thing can scratch my chan about what i was going to get a new one i won it and i could go in and get it really easily whatever type of project will reason no matter what it is hover has the tools you need and the domain name options that you want to get it done like for example what if you wanna create a blog while by using the dot blog demand extension you can tell everyone exactly what to expect when they go to your website they know they're going to get also irrelevant content about you or your business rather than just a generic homepage because the site is called dot blog so let's say you're a blogger or a company even that trying to create new liens are inform your customer base or just you wanna talk about what's going on in your life you could use blog instead of something generic like dot com adopt biz people know what they're going to get when they see it stand out on build your online at entity with the perfect a main name for you or your business.

domain name customer support
"customer support" Discussed on Crack the Customer Code

Crack the Customer Code

01:35 min | 4 years ago

"customer support" Discussed on Crack the Customer Code

"I love that because you're right when you know when help the whole help desk concept kinda was rolling out it was very robotic to the point where even to this day we still sometimes i referred to as ticket numbers and things like that and so i love that you had that lens when you started at and i know that some people are listening to this in there and some of the things that we hear over and over is that customersupport leaders and they find it really challenging to hire the right people for those providing customer support and customer service so i'm curious just based on the depth of your knowledge and how long you've been doing this and so connected to those individuals what do you think is so challenging about hiring and what do you recommend for those hiring customer support professionals sure so there's a lot to talk about here but the our customer support a team lead abigail whose absolutely fantastic she she has this quote that that i recruit a lot which is the best way to test the company's values as the email their support team nn i i bring up that quote two two two emphasize the fact that it really starts at the talk hiring a great support team really starts with your company's values on your company's ability to invest in that great customer experience i mean the best customer service professionals what kind of company do you think they want to work for they wanna work or company that.

customer support abigail help desk
"customer support" Discussed on Cool Blind Tech

Cool Blind Tech

02:13 min | 4 years ago

"customer support" Discussed on Cool Blind Tech

"Fifteen fifteen different sounds and you can you can have different sounds for the motion and you can have different sounds for the actual doorbell rings so it's great low device it's it's pretty much just you're a you're a network extender so i have a a device out in my garage and that's primarily what i mean using the um the the chime pro four so that extends the at the network out to the garage and it's it's just a just a great little device so basically you have to set up and you have to put in the set of mode and then you ubc choose the you choose the network for the beyond so in my case it'd be my my home work and then it a it creates his own little network uh the old butts connected to my home and it it just made a so so much easier to to set my other ring devices because at last count i have i have one two i have five i 5 ring uh very serve ring cameras connected to my chime pro aristocracy evidence company i i wish i wish they would give me stock it even better guys just just the desponts us if i have two after admit there are there are some drawbacks with some of this technology in you know with every technology there are hiccups but what does it for me in in in this made the main reason why i go with companies it comes out to sea of the customer support than and they have extended their customers support to 247 seen com any anytime and and they will help you in if even to the extent of uh checking out your camera the see what's wrong so they'll they'll see what what you can't if you're visually impaired and it's just a customer service amazing with them it's almost on par with with apples customer service um and the products or lifetime warranty and of at the actually actually call them this morning.

customer support
"customer support" Discussed on Amazing Business Radio with Shep Hyken

Amazing Business Radio with Shep Hyken

01:39 min | 4 years ago

"customer support" Discussed on Amazing Business Radio with Shep Hyken

"Right right well i mean it it vefa gin anybody who's listening to this podcast has gone on an airplane um in the in probably in the recent past and they've heard or ignored uh the the flight attendant say you know if there is a loss of cabin pressure oxygen masks are going to drop down from the the compartments above and put on your own mask before you help others and there's a reason they tell you that it's because a person in distress can't help anyone who else who in distress um in order for someone to be helpful they have to have established themselves in a position of security right um and i mean this this this is not customer service related this is basic uh human existence maslo hierarchy needs you've gotta you gotta feed yourself you've gotta get shelter you've got to move onto your psychological wellbeing and then you get into that sort himself actualization were you can project your best self or help someone else who's in distress and so putting this into into i think real simplistic terms if you don't give the people on the front line and that includes customer support agents it includes anybody and your company who deals directly with the customer if you don't give them the tools and tools could mean the proper training as well as the technology they need so you don't you know uh you know hold them back from being able to deliver a stellar experience because of poor technology if you don't do that they can't give your customers the best experience possible and by the way they will feel uncomfortable at times because you have been given them that.

customer support
"customer support" Discussed on Dear Hank and John

Dear Hank and John

01:34 min | 4 years ago

"customer support" Discussed on Dear Hank and John

"Oh look at you yeah and also if you want to if you want to find out how to get a signed copy of my brothers new book turtles all the way down you can go to probably santos dot com which is also a square space site hey square space is a place where you can really easily make very pretty websites and then you have a website to do with what you want whether that's they have like ecommerce platform but there's also dislike sort of brochure he things where you can have a presence that says here's what i am what i do which can help you get work get jobs it is good to have it is good to have a website i always had one until well i guess it's still do have one but it's done on square space i really need to fix that because it's really not great any well that's the thing we'll because like i regret that it's done on square space because it like it's hard for me to update it because it based on all this old technology that i probably an open to hacking because it doesn't automatically update itself the way that squares base does so i really do need to get on that and create a new square space for my site where it will always be updated and i don't have to worry about the server and don't have to worry about any like all kind like all the different pieces that fit together or being hacked or anything like that squares be it's going to take care of all of it with twenty four seven customer support and really nice looking templates that look good both on mobile and desktop which my website doesn't keep your eyes open for a new a new hankering dot com that's made by square space i'm really looking forward to that you got us.

customer support
"customer support" Discussed on Suiting Up with Paul Rabil

Suiting Up with Paul Rabil

01:30 min | 4 years ago

"customer support" Discussed on Suiting Up with Paul Rabil

"When we launched this podcast we launched our website sued enough podcasts dot com anchorage all of you to check it out for show notes links etc and when we built the poll rebel experience of rebel events we also launched a website focused on colorful creative and effective digital solutions to appropriately build our business your website is your platform and for all of you entrepreneurs out there i want you to check out square space swissbased as a number of things really well and has an entrepreneur you can watch your business and create a beautiful website or online store with their award winning templates there also in all in one platform there's nothing to install it was in the patch or upgrade ever square speech provides awardwinning 24 seven customer support which is a huge pain point for most people that outsource website design you don't have to worry about that with their customer support engine and they're flexible for any kind of website square species used by a wide range of creative's people and businesses musicians designers artists restaurants podcasts like me and more and now here's how you can get a board square space for listening today use offer code rabl for ten percent off your first purchase of a website and domain that's rabl r a b i l it square space dot com use offer code rabl and get ten percent off your first purchase of a website and domain that where space make your next move your next website.

customer support ten percent
"customer support" Discussed on Let's Talk Bitcoin!

Let's Talk Bitcoin!

01:51 min | 4 years ago

"customer support" Discussed on Let's Talk Bitcoin!

"I usually lois elf and i submitted a ticket months because i income through a something and you guys dealt with a really quickly but with this amount of volume i mean it must be stressing the organization it it's totally stressing the organization it's always a good stressed to have but yeah i be we we have i think seven fulltime customer support staff at this point and in december we add one so we're making sure that while we grow we we maintain that good customer relationship because i think of decrypt our industry a lot of companies have really not paid attention to that or or just hasn't been a priority but if if the crypt a gonna going to succeed there's gonna be a constant influx of brand new people that will be sort of the default state for the next decade and we take it upon ourselves to like really welcome them in a lot of them have like you makes you know silly mistakes or or ask silly questions but we we try to take care of them we you know all the stuff to really weird to them so we we try to really make sure that they feel good about their experience in crypto so it's it's been hard with the week a consensus the the ticket load for customers for request was was not stepping forward were processing hundreds and hundreds of tickets a day like were now doing between twelve and fifteen thousand custom orders every single day um so just just getting a copy to scale and handle that volume has been a challenge a lot of the blocking software is not designed or has not been tested at these levels right now shape shift is about two to three percent of the entire viklund network for example and we're probably an even larger portion of many the other blockchain's.

customer support three percent
"customer support" Discussed on How to Start a Startup

How to Start a Startup

01:39 min | 6 years ago

"customer support" Discussed on How to Start a Startup

"The bring this around right you can actually attribute every single one of these two problems that you seeing customer support when you're building at your product so this cost too much i'm having problems with credit card if you're building a service that helps people deal with their clients have very sensitive about anything having with that performance how long up and how fast others are i said jealousy and inlaws brand so that's competition and partnerships anything weird happening dare people when a right to you about and the reason i like to think about this in terms of customer support is that everyone so the processing of like a conversion funnel usher support is the thing that happens in between every one of these that is the reason why people don't make it further down there is the thing that prevents conversion from happening now as we were thinking through all these ideas and as we're building up the company we realise that there is a big problem about how everyone sort of sorts are company or build up their sort of engineering teams and that is is a broken feedback loop there people were divorced from the consequences of their actions and this is a result of actually the natural evolution of how most companies get founded especially they technical cofounders right before launch it is a time of bliss nirvana an opportunity right nothing that you do is wrong rain by your hand which you feels like god everything that you right every line of code feels perfect right and it's a genius to you the thing that happens is after launch reality sorta sets in and then all these other tacit of come into place that we have to deal with.

customer support