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How to create a successful onboarding process
Why onboarding is crucial for customer retention
How to measure the success of onboarding
Automation done wrong (the status quo)
Too often, customers are passed from person to person, waiting on Helplines between each representative, giving the same information to people over and over. All of this is how customer service has earned its bad reputation.
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MORE IDEAS ON THIS
Pit Crew Style
Freshdesk proposes a customer support model that uses real people and automation to act like a "pit crew" instead of pinging from person to person, the customer has automated answers to choose from. Additional context allows the agent to personalize the interaction and find opportunities to help ...
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What All of This Has to do with Growth
A moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues. Lifetime value (LTV) is the value a business derives over time from a single customer. Churn rate is how many customers you lose in a...
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Automation In Customer Service
Automation is the way forward for growing companies to scale personalized service, deliver answers faster, and eliminate the most pervasive pain points associated with asking a question. But the goal of automation is much smaller, much more personal than that.
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Food for Thought
Your Cheat Sheet for Effective Automation and Impressive Service
- Every problem is emotional
- Decisions are also emotional
- If your customer service interaction produces positive emotions, you have the power to generate positive decisions
- Every cu...
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Forget bots for a moment — let’s talk about people
A study found that if your customer service interaction produces positive emotions, you have the power to generate positive decisions. If your customer service interaction produces positive emotions, you have the power to generate positive decisions. Don’t add to the customer’s pain by forcing th...
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In-App Customer Support — More Immediate, More Relevant, More Appreciated
A Freshdesk customer reported a 60% reduction in call volumes from their App users. A Proactive approach to customer support is a lot closer to customer success. But really, isn't the best customer support the kind that leads to success? If you’re using this technology for success or support or b...
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Automation done right
Automation is at its best when it works to efficiently connect people to people, responding in context and even creating some context along the way.
Ideally, automation would collect pertinent information and pass it to the person best qualified to handle the issue — so the customer doesn’...
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Use Real Emotion with Artificial Intelligence for Positive Customer Experiences
Customer service, and in particular automation, has earned such a loathsome reputation. This is why customer service, and in particular automation, has earned such a loathsome reputation. What if we could create automation that was intelligent enough to give us the answers we need. This is the fu...
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Related collections
Other curated ideas on this topic:
Customer Lifecycle Funnel
There are six stages the customer has to go through: Visitor->Prospect->Activated User->Customer->Active Customer->Loyal Customer.
- Each stage that a customer goes through is preceded by a specific action.
- The effectiveness of each stage needs to be tracked and ...
Customer experience vs customer service
They do get mixed up a lot. But there is a very important distinction.
- Customer service is part of the broader customer experience. Customer experience means all of the interactions a customer has with a brand and how they feel about those interactions (the people yo...
Recognizing the rush to judgment
Misunderstanding how much information we actually use to make our judgments has important implications beyond making good or bad decisions.
An example could be our tendency to rely on stereotypes when judging other people: we may believe we'll consider information from all the ang...
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