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Articles from Surabhi Joshi | Selfgrowth.com
- LIVE CHAT – REDUCED SERVICE COSTS - by Submitted on Nov 13, 2018 from Surabhi JoshiThere are number of manners in which the customer support agents, marketing department and the sales team are utilizing live chat to make the customers happy, hike online sales, conversions and reduce service costs. One of the benefits with live chat is that it can make a difference, a marked ...
Views: 482 - SILLY LIVE CHAT MISTAKES THAT MAY SIMPLY SHOO YOUR CUSTOMERS AWAY! - by Submitted on May 21, 2018 from Surabhi JoshiAs a business, taking care of your customers’ requirements and striving hard to enhance the customer experience is a great idea. Further, providing an amazing live chat support so that they can reach out to you in case of queries is a commendable move. A live chat software ensures an enhanced ...
Views: 482 - TIPS TO INCREASE CONVERSION RATE: I - by Submitted on Jul 22, 2019 from Surabhi JoshiIn our previous post, we shared the importance of conversion rate optimization and how it affects your value for your partners and affiliates. So, now you know how beneficial CRO is for any business or site. So, here we are with some tips and tricks that can prove to be helpful in increasing ...
Views: 482 - TOP TIPS TO ENABLE YOUR SMALL CUSTOMER SUPPORT TEAM TO RESPOND FASTER! - by Submitted on Jun 14, 2018 from Surabhi JoshiWith the ever-increasing customer expectations, it becomes quite difficult for the small customer support teams to live up to customer’s expectations. With all the customers’ queries and complaints flooding in through different channels, providing timely responses becomes a daunting task. ...
Views: 482 - TOP LIVE CHAT ETIQUETTE FOR AN ENHANCED CUSTOMER EXPERIENCE - by Submitted on Jun 11, 2018 from Surabhi JoshiLive chat etiquettes are an inevitable part of the chat service provided by the websites these days. These are certain guidelines that if followed while providing an online chat support can help enhance the customer service. Let’s have a look at the most important guidelines that need not be ...
Views: 481 - ALL YOU NEED TO KNOW ABOUT WORKFORCE MANAGEMENT - by Submitted on Sep 26, 2019 from Surabhi JoshiWorkforce management is a term used for an institutional process that maximizes performance levels and competency for an organization. This process consists of all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance ...
Views: 480 - ESSENTIALS AND APPLICATIONS OF IVR TECHNOLOGY - by Submitted on Aug 16, 2019 from Surabhi JoshiIVR stands for Interactive Voice Response. It refers to a technology that allows a computer to interact with humans through the use of voice and DTMF ( dual- tone multi frequency) tones input via keypad. IVR technology is also employed in telecommunication systems where it allows customers to ...
Views: 480 - HOW TO DEAL WITH A DIFFICULT CUSTOMER: II - by Submitted on Sep 11, 2019 from Surabhi Joshi1. Let your customer’s know that you care: In order to deal with a difficult customer, numerous of strategies can be employed. It becomes crucial to show concern for the customer’s feelings. Your voice communicates your attitude when handling customers on call. People respond more to how you ...
Views: 480 - TOP 6 PROBLEMS THAT MAY DRIVE THE ONLINE SHOPPERS AWAY - by Submitted on Dec 05, 2019 from Surabhi JoshiThis is an era of digitization. You can find everything from a newspaper to books to apparels online. There is no need to hop stores to purchase something that you require. You just need to browse and click and that’s it! Though online shoppers experience convenience with the help of online ...
Views: 479 - HOW TO LEVERAGE PPC FOR LEAD GENERATION: III - by Submitted on Feb 06, 2019 from Surabhi Joshi1. Resolve all your consumers’ queries: Most of the questions of consumers are born from their uncertainty of availing of your product. Their inquiries include everything including your prices, difficulty in setting your products up and other sorts of queries. Make it a point to answer all ...
Views: 478 - SOCIAL MEDIA CUSTOMER SUPPORT: MYTHS YOU NEED TO STOP BELIEVING ASAP! - by Submitted on May 07, 2018 from Surabhi JoshiWhen we talk about myths, we usually portray orthodox people following some illogical “facts” just because a bunch of people around them “convincingly” talk about them. However, in a practical scenario, myths prevail everywhere and even the smartest of minds fall a prey to them. Want an example ...
Views: 478 - THAT’S HOW GAMIFICATION BENEFITS YOUR BUSINESS IN THE LONG RUN - by Submitted on Jan 18, 2020 from Surabhi JoshiGamification is all about using game design elements in non-game contexts so as to improve user engagement, productivity, ease of use, the usefulness of systems, physical exercise and a lot more. This powerful concept, when used for businesses, provides a number of benefits. Read on to know how ...
Views: 478 - EFFECTIVE METHODS TO INCREASE SECURITY USING LIVE CHAT - by Submitted on Jun 27, 2018 from Surabhi JoshiWhether you’re a web- hosting company or an online store, in any case, you probably had to face circumstances where somebody else tries to gain access to an account they don’t possess. Exploiters use influence and social engineering to talk their way into acquiring someone else credentials. Live ...
Views: 477 - HOW TO USE LIVE CHAT EFFECTIVELY? - by Submitted on Nov 14, 2018 from Surabhi JoshiIf you are thoughtful about putting live chat to work on site, for lead generation, enhancing conversions and customer service, than live chat has to go beyond click to chat. It is witnesses that the apical amount of engagement with website visitors come from proactive chat rather than ...
Views: 477 - LIVE CHAT : ANOTHER MEANS OF COMMUNICATION - by Submitted on Jan 02, 2019 from Surabhi JoshiImagine you are in a store and have a concern or a question. But instead of approaching the sales associate they make you write an email or call the concerned business. Here you have to wait for the representative to come on the call or for the response of the email for 12-24 hours. It does ...
Views: 477 - THE IMPORTANCE OF LIVE CHAT - by Submitted on Dec 04, 2018 from Surabhi JoshiThe consumer expectations have reached new heights. Getting phone and email support have become the default standards for most of the companies. If you want your business to stand out among the competitors, you need to give something extra to your clients. And that extra does not lies in the ...
Views: 477 - Key Benefits Of Live Chat For Businesses - by Submitted on Mar 04, 2020 from Surabhi JoshiLive chat at your website provides immediate responses for all your customers queries and concerns by a live person and that also in real time. Despite exceptional customer service there are many other benefits which are also provided by live chat. Live chat is cost effective Times have ...
Views: 476 - SOME MORE CUSTOMER SERVICE TRENDS THAT’LL BE HUGE IN 2018! - by Submitted on Jan 10, 2018 from Surabhi JoshiCustomer service will always be a game changer for every business, no matter what scale or size. So, it’s imperative that every business follows the latest customer service trends so as to keep up with the ever-rising customer expectations. We made you familiar with the top customer service ...
Views: 476 - DOUBTS OF CUSTOMERS, 24/7/365, SHOULD BE CLEARED INSTANTLY - by Submitted on Jul 23, 2018 from Surabhi JoshiThere was a time when business houses were only able to serve their customers for 8, 10 or 12 hours in a day and there was no service whatsoever during holidays but woith the arrival of Internet, things have changed for good. Today, customers are being served irrespective of time and day through ...
Views: 474 - SELF SERVICE: THE ULTIMATE CUSTOMER EMPOWERMENT TOOL IN TODAY’S WORLD! - by Submitted on Sep 06, 2017 from Surabhi JoshiWhy self service? That’s what the businesses unaware of the power of this amazing tool ask! And the businesses that know its power? Well, they are just too busy leveraging the benefits. For the ones who do not realize how self service can benefit their business, here’s a small piece ...
Views: 473 - HOW DOES LIVE CHAT HELPS WHEN THE CUSTOMERS NEED IT? - by Submitted on Dec 14, 2018 from Surabhi JoshiThe awesome benefit of live chat is that it is there when your customers need it the most. As we see that the e commerce is growing at a rapid space and there are many retailers that are seeing a deviation in the majority of sales occurring online rather than offline. Many a times there are ...
Views: 472 - TIPS FOR AN EFFECTIVE ONLINE CHAT: II - by Submitted on Feb 02, 2019 from Surabhi Joshi1. Transfer chat sessions when required: Since individual agents may have different areas of expertise, so, provide them with a list of other agents and their levels of expertise. This helps in cases where a chat agent is involved in a conversation that has got to do nothing with his current ...
Views: 472 - EVER CONSIDERED LIVE CHAT AND CRM INTEGRATION? HERE’S WHY YOU SHOULD! - by Submitted on May 05, 2018 from Surabhi JoshiA CRM system helps manage the relationship between a business and its customers so as to help the business grow. It actually helps organize the data collected through the interactions between the customers and agents. In addition to this, a CRM also allows tracking the history of all such ...
Views: 471 - HOW TO BENEFIT YOUR BUSINESS USING A MOBILE-FRIENDLY WEBSITE AND LIVE CHAT - by Submitted on May 25, 2018 from Surabhi JoshiWith the ever-increasing usage of mobile devices, it has become extremely important for the businesses to optimize their websites for mobile. A mobile-friendly website enables users to access your site from anywhere at any time. This calls for adjusting your website in such a manner that ...
Views: 471 - THE SIGNIFICANCE OF A QUALITY CUSTOMER SERVICE FOR THE BUSINESSES - by Submitted on Jan 23, 2020 from Surabhi JoshiThe quality of customer service you provide plays a vital role in deciding whether your business will be a hit or a miss. You may have the best of products but they are of no use if you cannot convince people to buy them. Your business is bound to fail if you are unable to meet the expectations ...
Views: 471 - LIVE CHAT : BUILDS RELATIONSHIPS - by Submitted on Sep 01, 2018 from Surabhi JoshiThe key differentiator for the success of any business is strong and lasting customer relationship. Your customers are there online and dealing with them online and earning their trust sounds tricky task but once you build a strong relationship with your customer. They are sure to spread a ...
Views: 470 - HOW LIVE CHAT TRANSFORMED AND CONTINUES TO BENEFIT THE REAL ESTATE SECTOR - by Submitted on Aug 31, 2017 from Surabhi JoshiLive chat has made its way into almost every economical sector. Real estate sector that earlier used to be limited to printed catalogues and office visits for deal closures has evolved over all these years. Most of the real estate businesses today adhere to the cutting edge technology and have a ...
Views: 469 - HOW TO WRITE THE BEST CUSTOMER SERVICE EMAILS? - by Submitted on Jul 07, 2018 from Surabhi JoshiMost of your customers still prefer dropping an email to get in touch with you due to the ease of using this medium of communication. You can leverage this medium to boost the customer satisfaction level and hence inflate your business’s profits. Read on to know how. Start by greeting your ...
Views: 469 - LIVE CHAT PROVIDES MULTITASKING - by Submitted on Jul 31, 2018 from Surabhi JoshiLive chat has become the most favorable customer service support of these days. It provides the customer with sheer pleasure making their on line shopping experience awesome. With the help of live chat your customers can get support on their demand. This property of live chat getting support on ...
Views: 469 - TIPS FOR REDUCING AVERAGE HANDLE TIME: I - by Submitted on Aug 09, 2019 from Surabhi JoshiAverage handle time (AHT) refers to a call center metric that calculates the average duration of contact between a customer and an agent. It includes both hold time and talk time. The formula for calculating AHT is: Average Handling Time = (Total Talk Time + Total Hold Time + Total Wrap-up ...
Views: 469 - CUSTOMER PAIN POINTS: WHERE TO UNCOVER THESE LEAKY POINTS IN YOUR BUSINESS - by Submitted on Sep 02, 2017 from Surabhi JoshiCustomer pain points in a purchase journey are inevitable! The success lies in eradicating them in the best possible manner. This would first require the identification of these pain points and the best sources to dig them out are: Customer feedback: A feedback is something that helps ...
Views: 468 - HOW CAN YOU GIVE YOUR POTENTIAL CUSTOMERS INSTANT RESPONSES WITH LIVE CHAT? - by Submitted on Oct 24, 2018 from Surabhi JoshiAdding live chat at your website not only allows you to decrease customer service response time but also increases the customer satisfaction. Despite the fact that having live chat at your website can exploit your website potential to he fullest, there are still websites who are failing to use ...
Views: 468 - LIVE CHAT : OFFER A MEMORABLE CUSTOMER EXPERIENCE - by Submitted on Aug 27, 2018 from Surabhi JoshiWith the presence of several online stores, the customers have been the freedom and option to choose from a miraculous range of products and services. This has created a great deal of competition for business. Keeping this in mind it is important for the online business to raise and establish a ...
Views: 468 - TIPS TO REDUCE FCD IN A CALL CENTER: I - by Submitted on Nov 11, 2019 from Surabhi JoshiAs we mentioned in our earlier post, FCD refers to a scenario where a caller hangs up the call after listening to the notice that ‘our customer care agents are currently busy, your call is important to us, please hold the line’. Fast clear down is a result of the fact that such customers are not ...
Views: 468 - ARE YOUR LIVE CHAT AGENTS POLITE TO YOUR VISITORS OR JUST DRIVING THEM AWAY? - by Submitted on Nov 02, 2017 from Surabhi JoshiYour customers expect you to serve them round-the-clock and in order to succeed, you need to live up to their expectations. The online presence of your business is not enough to take your brand to the desired height. Your website further needs to serve its visitors day and night not only through ...
Views: 467 - LIVE CHAT : PLEASES CUSTOMER CONSISTENTLY - by Submitted on Aug 17, 2018 from Surabhi JoshiThere are several factors which need focus if you want to attain long term success. Having customers demands and needs met, will help the companies to increase sales and even customer retention. The business require to come up with strategy which can enhance customer satisfaction at each point ...
Views: 467 - TOP FACTORS THAT CAUSE CART ABANDONMENT: I - by Submitted on Jul 30, 2019 from Surabhi JoshiCart abandonment refers to the process of a visitor on a web page leaving that page before completing the desired action. It points out to the visitors who add items to their online shopping cart, but exit without completing the purchase. Cart abandonment subjects an e-commerce site to a loss in ...
Views: 467 - ALL YOU NEED TO KNOW ABOUT CALL CENTER SHRINKAGE - by Submitted on Oct 24, 2019 from Surabhi JoshiCall center shrinkage is a measure the time wasted in the call center due to things like vacation, breaks, lunch, holidays, sick time, training and more. Shrinkage is a measure used in contact centers that helps calculate the difference between the number of staff that a forecasting system says ...
Views: 466 - HOW TO ENHANCE SALES WITH LIVE CHAT? - by Submitted on Aug 24, 2018 from Surabhi JoshiGreat results are to be enjoyed with good customer service hand in hand. You are to improve your sales if you are using live chat to quickly to resolve the issues of your customers and this just makes them in fact bounds them to come back for more good service. Even you can play a more active ...
Views: 466 - HOW TO RETAIN YOUR ONLINE CUSTOMERS WITH LIVE CHAT? - by Submitted on Sep 22, 2018 from Surabhi JoshiToday the modern customers are available with a variety of choices and it has really become tough and a big challenge to retain the attention of your online customers. Some of the concerns are how to keep your customers interested in your products and services? How to prevent them from leaving ...
Views: 466 - LIVE CHAT IS LOVED BY THE BUSINESS TOO - by Submitted on Nov 12, 2018 from Surabhi JoshiLive chat is loved by the business too. This is a great fact. Not only the customers love live chat but businesses also love live chat too. “ According to poll By Anderson Consulting, almost 62 % of Internet consumers said they would purchase more products online if live customer support were ...
Views: 466 - POWER LEAD GENERATION: ALL THAT YOU NEED TO KNOW ABOUT IT TODAY! - by Submitted on Dec 18, 2019 from Surabhi JoshiPower lead generation refers to a bidirectional lead generation strategy. It requires you to work with a combination of inbound and outbound lead generation strategies. The process involves the creation of inbound and outbound leads. Outbound strategy: It involves reaching out to the ...
Views: 466 - CHATBOT: A RELIABLE AND TRUSTED EMPLOYEE READY TO SERVE YOU FOR FREE! - by Submitted on Sep 04, 2017 from Surabhi JoshiNot yet created a chatbot for your business? Not quite convinced about creating one? Well, we have some solid reasons to convince you about that! But first! What exactly is a chatbot and what’s it meant for? Well, a chatbot is basically a computer program that conducts a conversation via ...
Views: 465 - CUSTOMER FEEDBACK SURVEY: ARE YOU DOING IT THE WAY IT’S MEANT TO BE DONE? - by Submitted on Nov 06, 2017 from Surabhi JoshiA customer feedback survey can transform all the departments of your business provided that it is done the right way. From the product team to the marketing team to the customer support team, everything can be improvised so as to boost your brand’s success. However, if you fail to survey the ...
Views: 465 - LIVE CHAT – RIGHT PLACE, RIGHT TIME CUSTOMER SERVICE. - by Submitted on Sep 27, 2018 from Surabhi JoshiFor a customer there is nothing more frustrating and annoying then being put on a hold queue with a long hold music either classical or some hip-hop. This becomes more frustrating when you are shopping online and encounter a problem but not able to get hold of the customer care ...
Views: 464 - HOW TO INCREASE CUSTOMER LIFETIME VALUE : PART III - by Submitted on Jan 23, 2019 from Surabhi Joshi1. Let your customers know how much you appreciate them: Fans who show their loyalty every now and then by sharing your content on social media deserve to be rewarded, right? So, you can actually embed social media posts from fans who have shared your content or said something great about ...
Views: 463 - STEPS TO DESIGN AN EFFECTIVE QUALITY MONITORING PROCESS - by Submitted on Oct 10, 2019 from Surabhi JoshiQuality monitoring process aims at evaluating the agents in an effective manner. It is employed to identify the calls failing to meet predefined standards. Thereafter, you can make informed decisions to make the process better, faster and quicker. The following steps need to be followed when ...
Views: 463 - LIVE CHAT- THE UNSUNG HERO OF CUSTOMER SERVICE! - by Submitted on Aug 22, 2018 from Surabhi JoshiLive chat is supposed to be the unsung hero of customer service. It is not alluring, captivating and flashy as Facebook and Instagram or a social butterfly like Twitter or as buttoned up and business like as LinkedIn. But when it come to show outputs and prove work efficiency , undoubtedly live ...
Views: 462 - WHY LIVE CHAT SUPPORT IS VITAL FOR EVERY BUSINESS - by Submitted on Jun 20, 2018 from Surabhi JoshiWhat is Live Chat Support? As the name suggests itself, Live Chat Support is a web service which provides information and customer support to visitors in real time. Live Chat is one of the most vital methods to be used as it also surveys customer opinions, propose product advise and generate ...
Views: 462 - ADVANTAGES OF USING A POWER DIALING SYSTEM: I - by Submitted on Oct 18, 2019 from Surabhi JoshiIn our previous article, we made you familiar with the concept of power dialing system. Now let’s have a look at the benefits that this highly efficacious technology can provide to the call centers: 1. Enhances the lead generating and nurturing process: Filtering out the blacklisted ...
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