Olark Live Chat Blog
Do you have enough staff to handle customer service? Are you letting customers fall through the cracks because you can't respond to their questions fast enough? Are you holding back from fully staffing live chat because you need all hands to focus on email or phone?
Rejoice unhappy cable TV customers: a new law might make it easier for you to cancel your Comcast subscription with just one click. Why is this important for you as a business owner? Because this proposed law started with a customer who simply wanted to cancel their service. Rather than turn that customer problem into a success story, what followed was a now infamously bad customer support interaction, which was caused by misaligned sales expectations for Comcast's Customer Support team. Here's what happened, and how you can avoid having it happen to you:
This article is a prequel to my eBook, "Persuading Customer Support to Sell." In the book, I share how to get Support to contribute to sales in a non-salesy way. Why should they do this? Because it helps you fight churn, and churn is slowly but surely killing your business. Customer Support doesn't bring in new sales prospects - they prevent churn. They're talking to customers after the purchase to ensure customers are happy. If they're not, then they work to quickly help or appease them so they're either happy again, or not mad enough to leave. When a customer leaves you, this is churn. Churn is people falling out of love with your company. Churn is the biggest problem for the lifetime value of a customer.
April is All Hands Support Month here at Olark, during which we'll be sharing tips and stories on how to bring your entire team closer to your customers. Chief Marketing Olarker, Sunir Shah, recently took time from the 'hurricane' that is South by Southwest (SXSW) to talk with Tech Cocktail about why we do All Hands Support.
SXSW can seem like fun until you're on day four, wondering what the point of life is, with a cumulative hangover and a looming chiropractor's bill for the Airbnb floor you volunteered for in January. But, IT CAN BE DIFFERENT. Here's a few suggestions to help you rock it.