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Articles from Surabhi Joshi | Selfgrowth.com
- USES OF AUTOMATIC SPEECH RECOGNITION SYSTEM: II - by Submitted on Aug 30, 2019 from Surabhi Joshi1. Provide quick access to information: Automatic speech recognition system is the best available technology if you have customers who need fast access to information. There are many circumstances when customers do not actually need or want to speak to a live operator. This happens when they ...
Views: 443 - INCREDIBLE BENEFITS OF IVR TECHNOLOGY: III - by Submitted on Aug 20, 2019 from Surabhi Joshi1.Faster problem resolution: IVR system offers a faster problem resolution. When this efficacious system is employed, it routes the callers to the best employee to service their needs, questions are often answered and problems are resolved in the initial attempts. This further results in an ...
Views: 442 - THE CHANGING ASPECT OF CUSTOMER SERVICE : LIVE CHAT – PART II - by Submitted on Nov 27, 2018 from Surabhi JoshiLive chat enables on site communications between the visitors at your website and the service team/person behind the website. This gives you an open opportunity to interact with your web users and get feedback about your websites, its product and the processes. The live chat program, and the ...
Views: 442 - YOUR GUIDE TO SPEECH ANALYTICS SOFTWARE - by Submitted on Sep 23, 2019 from Surabhi JoshiSpeech analytics refers to the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The process is primarily used by customer contact centers to extract information regarding client interactions with an enterprise. Speech analytics ...
Views: 442 - FINDING YOUR CUSTOMERS: ALL THAT IT TAKES TO REACH OUT TO YOUR PROSPECTS! - by Submitted on Sep 13, 2017 from Surabhi JoshiNothing comes easy! Especially when it’s about businesses, customers, sales, and profits, you have to give a little to get a lot. When you own a business, you just can’t sit back and relax if you have acquired enough customers. The uncertainty of this domain can wreck havoc on your business ...
Views: 441 - LIVE CHAT : INCREASE BRAND AWARENESS AND SALES - by Submitted on Nov 24, 2018 from Surabhi JoshiLive chat is an immensely effective marketing solution for encouraging sales. It is of great help to promote your business and products. Live chat also improves brand recognition and boosts customer loyalty. With live chat and other statistics tools, you can gather the details of your website ...
Views: 441 - ALL THAT MAY POSSIBLY BE INCREASING THE BOUNCE RATE OF YOUR BUSINESS WEBSITE! - by Submitted on Nov 18, 2017 from Surabhi JoshiBounce rate refers to the measure of the effectiveness of a website in encouraging visitors to continue with their visit. Mathematically it is expressed as a percentage and represents the proportion of visits that end on the first page of the website that the visitor sees. A high bounce rate can ...
Views: 440 - WHAT IS LIVE CHAT SUPPORT? - by Submitted on Aug 09, 2018 from Surabhi JoshiLive chat is simply a new way to interact and communicate with visitors at your website. Probably it’s the visitor who initiates a chat request when he encounters a problem or query by clicking an icon on your website. It is used for prospective customers to help them with their buying ...
Views: 439 - BENEFITS OF ANI IN CUSTOMER SUPPORT CENTERS - by Submitted on Nov 16, 2019 from Surabhi JoshiAs mentioned earlier, ANI is a feature of a telecommunications network for determining the origination telephone number on toll calls for billing purposes. This amazing feature provides a number of benefits to the customer support centers employing it. We have mentioned some of those benefits ...
Views: 438 - BENEFITS OF CO- BROWSE TECHNOLOGY: II - by Submitted on Aug 07, 2019 from Surabhi Joshi1. Long term adoption of self service tools: Showing customers how to utilize self service tools leads to the long term adoption of self service tools which is yet another benefit of co- browsing. It is extremely beneficial when: i) a company is launching new online tools or updating ...
Views: 438 - TIPS TO INCREASE CONVERSION RATE: IV - by Submitted on Jul 25, 2019 from Surabhi Joshi1. Provide proper product description: A proper product description includes a bunch of bullet points with features along with the price. It means adding as much information about them as possible. The best kind of product descriptions includes adding pictures, videos, reviews to all of your ...
Views: 438 - LET US HELP YOU BUILD AN EMOTIONAL CONNECTION WITH YOUR CUSTOMERS - by Submitted on Jun 08, 2018 from Surabhi JoshiBusinesses these days, very well know the power of a strong customer relationship. They are ready to go above and beyond to live up to the customers’ expectations to build an emotional connection. Connecting with your target audience on an emotional level can actually help you boost the level of ...
Views: 437 - SELF SERVICE SUPPORT: THE LESSER KNOWN BENEFITS OF THIS IMPECCABLE TOOL! - by Submitted on Oct 13, 2017 from Surabhi JoshiWhether you believe it or not, it’s human nature to take the path of least resistance. We just want all our tasks to be accomplished in the shortest possible time and that too with least efforts. That’s what self service support helps with. As customers, we just want our queries to be ...
Views: 437 - TOP 5 TIPS TO IMPROVE YOUR CUSTOMER SERVICE PERFORMANCE - by Submitted on Dec 03, 2019 from Surabhi JoshiThe quality of customer service you provide to your customers plays a vital role in the success of your business irrespective of its size. Therefore, almost all companies try to improve their customer service performance by employing the best strategies. Also, a productive support team will be ...
Views: 436 - LIVE CHAT : AN EFFECTIVE TECHNIQUE TO ATTRACT AND RETAIN MORE CUSTOMERS - by Submitted on Aug 31, 2018 from Surabhi JoshiIf you want to increase revenues it is important for your online business to have strategies that will not only encourage abut even compel the clients to purchase heir goods and services. This requires you to understand the needs of your clients and come up with techniques to captivate ...
Views: 435 - TIPS TO REDUCE FCD IN A CALL CENTER: II - by Submitted on Nov 12, 2019 from Surabhi Joshi1.Optimize call queue settings: It is a known fact that customers hate waiting when they want to get their queries resolved. The best solution to this problem is modern contact center software. It offers various features to optimize call queues, reduce the wait time and thus exempt FCD. Some ...
Views: 435 - TOP 5 HACKS FOR AN EFFECTIVE BRAND BUILDING PROCESS - by Submitted on Dec 06, 2019 from Surabhi JoshiBrand building refers to boosting a brand’s equity directly through advertising campaigns and indirectly through promotions such as event sponsorship. In order to build your brand effectively, you need to employ an exceptional brand building process. Now, what all does an effective brand ...
Views: 435 - WHAT IS CUSTOMER EXPERIENCE MANAGEMENT? - by Submitted on Aug 31, 2019 from Surabhi JoshiCustomer experience management refers to the collection of processes a company utilizes to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. CEM aims at optimizing customer experience through gaining the loyalty of the ...
Views: 435 - BEST CUSTOMER RETENTION STRATEGIES : PART III - by Submitted on Jan 09, 2019 from Surabhi Joshi1. Employ a proactive approach towards customer service: Instead of waiting for problems to occur, a company that implements anticipatory service can curb problems before their occurrence. And the best way to do that is to employ a proactive approach. Knowing the problems beforehand and being ...
Views: 434 - CUSTOMERS PREFER LIVE CHAT - by Submitted on Dec 20, 2018 from Surabhi JoshiHere we are stating a simple fact : Customers love live chat According to the survey conducted by Forrester research, it was stated that 44% of the online customers say that having a live chat available while making an online purchase is one of the most important features a website can ...
Views: 434 - WITH LIVE CHAT- GET IN WRITING! - by Submitted on Oct 26, 2018 from Surabhi JoshiLive chat is the most adored customer support tool for your business. It is the simplest way for your on line customers to get in touch with your company representatives, when they face any problem. And the agents with exceptional insights can drive you and resolve all your concerns! What else ...
Views: 434 - LEAD NURTURING TACTICS: II - by Submitted on Jan 25, 2019 from Surabhi Joshi1. Build a retargeting audience: Retargeting is a paid medium. A retargeting audience may be built in any of the 4 following ways i) Select marketing content – this is what will be displayed to your audience. ii) Pixel based interactions – this audience is built by placing a pixel on ...
Views: 432 - WHY SHOULD YOU CONSIDER INVESTING IN MARKETING AUTOMATION? - by Submitted on Jun 06, 2018 from Surabhi JoshiIn this competitive era, businesses do not have even a single second to waste. So, they find ways to reduce the wastage of time and increase productivity. Marketing automation is one such technology that helps with the same. As the name suggests, marketing automation is all about transforming ...
Views: 432 - BEST STRATEGIES TO CURB AGENT ATTRITION: I - by Submitted on Nov 18, 2019 from Surabhi JoshiAn attrition refers to a common problem when call center employees feel stressed, unrecognized or underpaid. It can further be defined as the rate at which members of staff voluntarily leave the workforce over a given period of time. A thorough understanding of all of the reasons employees ...
Views: 431 - KNOW HOW ONLINE COSMETICS COMPANIES ENHANCE THEIR CUSTOMER EXPERIENCE - by Submitted on Sep 27, 2017 from Surabhi JoshiThe whole world is online. So is the cosmetics industry! Reason? Every business that wants to be successful in today’s era, employs a customer-centric approach. Higher the level of customer satisfaction, the more successful is the business and the only way of doing that is enhancing the customer ...
Views: 430 - YOUR GUIDE TO PREDICTIVE DIALING SYSTEM - by Submitted on Oct 17, 2019 from Surabhi JoshiPredictive dialing refers to a state-of-the-art pacing mode used to call a large number of customers within a short period of time. Predictive dialing helps optimize agents’ time by reducing the idle times between connected calls and freeing agents from dialing calls. Predictive dialing gathers ...
Views: 430 - LIVE CHAT GIVES A BETTER FIRST IMPRESSION - by Submitted on Dec 18, 2018 from Surabhi JoshiYou really do not require to be a marketing expert to understand the importance of quality customer support. In today’s era, if you want to differentiate your business with respect to your competitors you need to give something extra to your customers. And this extra does not refers in terms of ...
Views: 429 - WHY YOU SHOULD EMPLOY A PREDICTIVE DIALING SYSTEM: I - by Submitted on Oct 21, 2019 from Surabhi JoshiAs we all know, predictive dialing refers to a state-of-the-art pacing mode used to call a large number of customers within a short period of time. Predictive dialing system helps optimize agents’ time by reducing the idle times between connected calls and freeing agents from dialing calls. ...
Views: 429 - BEST STRATEGIES TO CURB AGENT ATTRITION: IV - by Submitted on Nov 21, 2019 from Surabhi Joshi1. Improve the working conditions: Agent satisfaction is the key to reducing agent attrition. This can be achieved by allowing agents the opportunity to work from home, on a flexible schedule, or in an office with an ergonomic workspace. This will make them more satisfied with their work and ...
Views: 428 - HERE’S A LIST OF THE BEST CRM SOFTWARE FOR YOUR BUSINESS - by Submitted on Dec 12, 2019 from Surabhi JoshiAll the CRM software are specially designed to help businesses meet the overall goals of customer relationship management. As a matter of fact, a CRM software can work wonders for your business provided you choose the right one. Let’s have a look at the best CRM software ...
Views: 428 - LIVE CHAT MAKES CUSTOMER SERVICE AVAILABLE 24*7 - by Submitted on Dec 12, 2018 from Surabhi JoshiThe very basic factor which is making live chat popular among customers is its on- demand support. Live chat at your website is there to support your customers with their concerns and queries round the clock, that is 24/7. The customers at your website want to interact with you the moment ...
Views: 428 - ALL YOU NEED TO KNOW ABOUT CO- BROWSING - by Submitted on Aug 05, 2019 from Surabhi JoshiCo-browsing, in context of web browsing refers to joint navigation through the world wide web by two/ more people accessing the same web pages at same time. Complete co-browsing supports automatic synchronization of the browsers’ state and content, including frames, portlets, or even content of ...
Views: 427 - INCREDIBLE BENEFITS OF IVR TECHNOLOGY: I - by Submitted on Aug 17, 2019 from Surabhi JoshiAs mentioned earlier IVR technology refers to an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. IVR is a simple and efficacious system that will significantly reduce costs and increase efficiency within any company. It ...
Views: 427 - CHAT SOLUTIONS FOR SMALL BUSINESSES - by Submitted on Dec 31, 2018 from Surabhi JoshiWant happier customers? If you get live chat at your website then you are to see happy and satisfied customers, and at the same time your business also grows online. Live chat is there to provide fast, on-demand customer support at your website. It addresses the concerns and queries of your ...
Views: 426 - TIPS FOR DESIGNING AN EFFECTIVE CALL SCORING EVALUATION FORM - by Submitted on Oct 09, 2019 from Surabhi JoshiThese days, call scoring evaluation forms are being extensively utilized when analyzing live or recorded calls. These forms, when used along with call recording are highly beneficial for the call centers as they can be used to help enrich the feedback provided to agents during coaching sessions. ...
Views: 426 - STRATEGIES TO IMPROVE FIRST CALL RESOLUTION STATS: I - by Submitted on Sep 06, 2019 from Surabhi JoshiIn our previous post, we talked about the importance of FCR for call centers. You are now familiar with the numerous benefits that first call resolution can provide you once you start using it in your organization. Now, let’s look at the some of the effective strategies that can be employed to ...
Views: 425 - LEAD NURTURING TACTICS: III - by Submitted on Jan 28, 2019 from Surabhi Joshi1. Sales and marketing alignment: For sales and marketing alignment, the shared expectations, responsibilities and goals for this collaboration between sales and marketing should be outlined in a sales and marketing service level agreement (SLA). Creating a formal sales and marketing SLA will ...
Views: 424 - WHAT IS MEANT BY NET PROMOTER SCORE? - by Submitted on Sep 03, 2019 from Surabhi JoshiNet Promoter Score refers to a management tool that can be utilized to gauge the loyalty of a firm’s customer relationships. It serves as an alternative to traditional customer satisfaction research and is correlated with revenue growth. NPS measures the loyalty that exists between a service ...
Views: 424 - CALL ABANDONMENT RATE AND ITS ELEMENTS - by Submitted on Sep 13, 2019 from Surabhi JoshiAn abandoned call refers to a call or any other type of contact proposed to a call center but ends before any communication takes place. Call abandonment rate better known as “Abandon Rate” further refers to the percentage of inbound phone calls made to a call center or service desk that are ...
Views: 423 - LOOKING FOR A CRM SYSTEM FOR YOUR BUSINESS? HERE ARE THE BEST ONES! - by Submitted on Jun 16, 2018 from Surabhi JoshiAll the CRM software are specially designed to help businesses meet the overall goals of customer relationship management. As a matter of fact, a CRM software can work wonders for your business provided you choose the right one. Let’s have a look at the best CRM software ...
Views: 423 - STRATEGIES FOR GENERATING B2B LEADS ONLINE: I - by Submitted on Aug 01, 2019 from Surabhi JoshiIn the previous post we talked about B2B lead generation and its components. Now let’s take a look at the strategies that can be employed to generate leads online: 1.Email marketing: It refers to sending a commercial message to a group of people (typically potential or current customers), ...
Views: 422 - YOUR ULTIMATE GUIDE TO FIRST CALL RESOLUTION - by Submitted on Sep 04, 2019 from Surabhi JoshiFirst call resolution is a term related to CRM system. It means properly addressing the customer’s need the first time they call. This eliminates the need for the customer to follow up with a second call. The average time an agent spends on each call is known as talk time and is a common call ...
Views: 422 - LIVE CHAT SOLUTIONS FOR SMALL BUSINESSES - by Submitted on Dec 22, 2018 from Surabhi JoshiWant happier customers? If you get live chat at your website then you are to see happy and satisfied customers, and at the same time your business also grows online. Live chat is there to provide fast, on-demand customer support at your website. It addresses the concerns and queries of your ...
Views: 421 - STRATEGIES TO BENEFIT YOUR BUSINESS USING LIVE CHAT - by Submitted on Dec 13, 2019 from Surabhi JoshiLive chat is undoubtedly an untapped potential to grow your business. A live chat feature on your website can drive numerous benefits towards your business. However, you need to use the live chat software wisely to enjoy those benefits. Here are the best strategies that can profit your business ...
Views: 421 - TOP 4 STRATEGIES TO SIGNIFICANTLY IMPROVE YOUR NPS SCORE - by Submitted on Dec 23, 2019 from Surabhi JoshiA single question helps calculate NPS: How likely is it that you would recommend our company/product/service to a friend or colleague? The score for the answer varies from 0 to 10. People who respond with a score of 9 to 10 are called “Promoters”. Others who respond with a score of 0 to 6 are ...
Views: 421 - LIVE CHAT INCREASES SALES AND CONVERSIONS FOR ONLINE BUSINESSES - by Submitted on Oct 04, 2018 from Surabhi JoshiLive chat option has become the most popular and in demand for many types of businesses. Whether live chat is used an option to provide support or just to answer questions from potential customers, it is an extraordinary tool to hike both sales and conversions. Today we exist in a society of ...
Views: 420 - HOW TO DEAL WITH A DIFFICULT CUSTOMER: I - by Submitted on Sep 10, 2019 from Surabhi JoshiIn today’s era, quality customer service is a necessity when you are trying to stand out of the crowd. It helps you differentiate your competitors. Businesses with poor customer service risk losing revenues, profits and even going out of business. You need to know that dealing with difficult ...
Views: 419 - ALL YOU NEED TO KNOW ABOUT POWER DIALER - by Submitted on Oct 16, 2019 from Surabhi JoshiThe term “dialer” refers to an electronic device that is connected to a telephone line to monitor the dialed numbers and alter them to seamlessly provide services that otherwise require lengthy national or international access codes to be dialed. A dialer automatically inserts and modifies the ...
Views: 418 - DISCOVER CUSTOMER PAIN POINTS WITH LIVE CHAT - by Submitted on Nov 05, 2018 from Surabhi JoshiIt is the internet revolution and the new digital marketing technology which have introduced many new terms and one such term is “pain points”. A pain point is referred to a problem that a customer is facing and has not yet been fixed or addressed. With the conventional supports, it is tough ...
Views: 418 - LIVE CHAT PROVIDES INSTANT CUSTOMER FEEDBACK AND FREE RESEARCH - by Submitted on Aug 14, 2018 from Surabhi JoshiLive chat provides instant replies to your customer questions and leave them more happy and charmed by your excellent customer support. There is a lot more which live chat provides, some superb feature and among one of them is customer feedback. The customer feedback industry is a big ...
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