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How to Be a Great Customer Service Representative

 

There are customer service executives who say that they hate listening to the incessant ranting of some of the customers. But these customer service executives should remember that they are the company in the human form. This means that whatever actions they take or words they speak will be viewed as the company's actions or words.  Therefore, it is important that every customer service representative should develop a few qualities so they become great executives. For example, using a free helpdesk ticketing system.

Not having enough confidence.

As a beginner, you may be afraid that you will commit mistakes. This very thought will sap your confidence and this will give room to more number of mistakes.

Remember that you can become a great customer service representative for which you have to bear in mind a few points. 

 

  1. You have thousands of customers waiting to utilize your company's products or services.

 

Remember that there are hundreds or even thousands of potentia

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What is a Help Desk Ticketing System and Why is it Important?

Every firm in the industry makes every possible effort to stick to their bottom lines. Nowadays, customer engagement and customer satisfaction are on top of the priority list of the firms. Hence, acknowledging the needs of customers is essential. This can be done using a ticketing system.

Functions of ticketing system

There are four major functions of a help desk ticketing system, they are:

  1. Assigning tasks: The most basic function of a ticketing system is assigning the task based on prioritization.
  2. Categorizing customer requests: A company receives hundreds of customer requests, and it is important to segregate them based on sales, products, support, and more. 
  3. Updating customers: Even after the customer problem is resolved, the team needs to ask about the experience. 
  4. Prioritizing customer problems: In certain cases, it is important to prioritize the request of a customer. 

Importance of ticketing system

There are myriad of advantages of using a help desk ticketing system

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Customer Experience Trends: What to Expect in 2018

Having become the key differentiator, customer experience is perhaps the most valued element of any business across the globe.  Here are some of the trends not only determined the fate of many businesses in 2018 but also will continue to do in near future.

Aggressive Omni-channel Presence: Research shows that businesses having omni-channel presence enjoy customers with 30% higher lifetime value. Omni-channel presence was not a must for any business till now but it has become a mandatory tool in recent days. 

Social Media as Service Channel: Not many businesses think about offering customer service through the social media. With social media having become an inevitable part of the daily life, customers actually expect businesses to respond to the complaints made on social media. 

Reassessing the AI: Businesses have started asking questions about the effectiveness of the Artificial Intelligence along with the Machine Learning.

Enhancing Personalized Solution: With customers expecti

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10 Quotes To Motivate Your Customer Support Team

The customer support team of a company needs to work relentlessly as the representatives of the company providing necessary assistance to the customers as and when required by them. 

In case of customer support training team, quotes on varied aspects like the value of team work, importance of self improvement and staying focussed on one’s goals can prove to be highly beneficial for them. Factors such as these help in considerably increasing their productivity thereby helping in the expansion of the company.

Here is a list of ten inspirational quotes which will inevitably keep the customer support team of a company motivated throughout:

  1. “Man was created as a being who should constantly keep improving, a being who on reaching one goal sets a higher one.” -Ralph Ransom
  1. “So companies have to be very schizophrenic. On one hand, they have to maintain continuity of strategy. But they also have to be good at continuously improving.” -Michael Porter

 

  1. 3.Never doubt that a sma
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How to Take Charge of Your Churn Rate

The churn rate of a company is defined as the rate at which it loses customers in a given period of time. It is a highly important metric for businesses that provide customer service software. It provides an insight into how well businesses can retain customers.

  1. Customer engagement

Reaching out to clients and getting direct feedback is one way to address churn rate related issues. It is the simplest and most straightforward way to understand why customers decide to leave. 

Quality customer service

Impeccable service is an important element of customer loyalty and retention.  Such customer support solution have proved to be especially useful in changing the customer’s mind in the last minute.

  1. Understanding each customer

It is an important skill to be able to identify and separate customers who are loyal and those at risk of churning. With the help of big data companies can closely monitor customers’ usage of a service and determine who has a higher chance of leaving.

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B2C Customer Experience: How to Excel in Customer Service in 2018 & beyond

It’s no longer a secret that good customer service is directly proportional to your profit margins and business growth. In today’s competitive market, B2C companies are engaging a lot of innovative strategies to improve customer experience to a whole new level since unhappy customers can quickly opt for goods or services from rival companies and buy from them if they fail to provide satisfactory customer service.

Use messaging

Yes, you guessed it right! Messaging is now the go-to service channel for digitally informed customers seeking the resolution to their queries and questions. 

The game of bots

Need for speed has become the mantra in customer service. According to Accenture, 80 per cent of customer engagements could be taken care of by bots. Increasingly, B2C companies are devising ways to introduce Artificial Intelligence and bots into their systems to help scale customer service.

Implement self-service

More and more B2C companies are implementing self-service options for c

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Customer Loyalty Programs that Stick

Customer loyalty is the life blood of any business. It is that magic which makes a customer come back to a brand again and again for repeat services. This form of magic is hard earned though. Most of the brands spend most of the times brain draining about how to increase customer loyalty. It is a token which is not to be taken for granted. In today’s competition driven market there is no assurance that the customer who is loyal to you today will remain loyal henceforth. The need of continuously evolving communication and engagement is based on this key fact.

Now Customer Loyalty program rewards can be both products and services. All of us are possibly in the running for some customer loyalty program or other without actually being aware of it. Banks, Supermarkets , most businesses that we encounter every day runs these programs quite regularly. Studies reveal that no matter how small or mundane the prize, customers simply adore these loyalty programs. It gives them an added purpose ra

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Customer Loyalty Programs that Stick

Customer loyalty is the life blood of any business. It is that magic which makes a customer come back to a brand again and again for repeat services. This form of magic is hard earned though. Most of the brands spend most of the times brain draining about how to increase customer loyalty. It is a token which is not to be taken for granted. In today’s competition driven market there is no assurance that the customer who is loyal to you today will remain loyal henceforth. The need of continuously evolving communication and engagement is based on this key fact.

Now Customer Loyalty program rewards can be both products and services. All of us are possibly in the running for some customer loyalty program or other without actually being aware of it. Banks, Supermarkets , most businesses that we encounter every day runs these programs quite regularly. Studies reveal that no matter how small or mundane the prize, customers simply adore these loyalty programs. It gives them an added purpose ra

continue reading →
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How We Improved Response Time by 340%

by vaishaligopi7 months ago

Customer service is an integral part of any business.  Good service leads to happy and loyal customers. While there are many factors that determine the quality of customer service, response time is one of the most crucial.

Here are a few strategies our company used to increase its response time by 340%.

  1. Employee satisfaction

Before we dive into ‘response time’ and ways to improve it, we must first understand where and how it all begins. Businesses must first equip employees with the right customer service skills to provide the required level of assistance to customers. 

  1. Support services

Support services are those tools we provide employees to equip them better when dealing with customers.  These tools can be categorized into two: a) soft skills and b) Technical skills.

Soft skills are important in team building. They can aid in creating processes to optimize resources and assign specific tasks to every person to avoid confusion and increase efficiency.

We used Big Data

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How to develop a scalable customer support strategy

In order to understand how a scalable customer support strategy can be built, we need to understand why it is important and what is this that we are talking about.

Why is it important to develop a strategy to develop customer support?

Customer support is extremely critical to build and develop a lot of important things for the brand. It helps the customer navigate through the products and services which they have availed. It helps them understand the brand better and have a direct connection with the brand which would otherwise be missing if there was no customer service representative.

What is a customer support strategy?

A customer support strategy is built to help customers with a platform wherein they can connect, interact and ask and opinionate about a product or a service. It is a platform where customers are served with solutions to their queries and grievances and is a dedicated unit which works tirelessly to keep the customers happy. 

How to develop a scalable customer s

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