Those of us on the West Coast may not have ever ventured into a Publix Super Market. Located primarily in Florida and the South, Publix has ranked higher in customer satisfaction than all of its competitors (including such grocery store giants as Whole Foods and Kroger) for over a decade. Whether you’re pedaling books, technology, clothing Keep Reading...
It doesn’t matter who’s to blame, but every once in a while, even the best customer support teams will make a blunder. With amazing customer service, however, it’s not how bad or big the mistake was that will stick with a customer. It’s how you and your team recover from it that can retain customers, Keep Reading...
On this month's call, we cover the newly improved case and contact search; two new reports; how to reduce case assignment times, first response times and case resolution times; the visual new report picker; data caching and what you need to know; how to "unopen" a case; the upcoming rules and auto-assignment system; your questions; and more! Keep Reading...
We can keep saying it till our vocal chords collapse, but it’s exceedingly important that your customer support representatives are knowledgeable in the products and services with which they’ll be assisting customers. But extensive training, email templates and basic phone scripts aside, there’s another way to go about finding reps that will swoop in and Keep Reading...
Ready for a cooler, faster, more powerful quick case search than ever before? Would you love to find an Infusionsoft contact and their cases by phone number when they call in? What about by name, company name, email address or case number? Great! You’re going to LOVE this morning’s freshly released quick case search in Keep Reading...
As part of Infusionsoft’s Summer 2012 release, they added in some security measures to prevent unauthorized access to your account. One of these measures was a security warning when you click into Infusionsoft from something that is not Infusionsoft (like FuseDesk). The warning message typically reads “Caution: You Were Sent To This Page From an Keep Reading...
On this month's call, we cover using interactive video surveys with Infusionsoft and FuseDesk, opening support tickets from voicemails, and integrating BaseCamp with Infusionsoft and FuseDesk. Helpful Links: QuiestionMine Interactive Video Surveys Basecamp for Project Management
Studies have shown that some words have a greater effect on people than others. Just as “free” and “sale” entice consumers to buy, there are key words and phrases that we as customer support professionals can sprinkle into our calls and online help desk responses to make customers feel as warm and cozy as they Keep Reading...
Few things instill fear and dread more in people than having to contact their credit card company’s customer service department. Whether it’s a billing issue, a lost card or an impending cancellation, many customers procrastinate initiating the inevitably unpleasant conversation that follows. However, one company has completely revamped its customer service program, and what used Keep Reading...
One of the best ways to both create a positive experience for your customers and provide them with exceptional support is to study real-world examples of business leaders who made customers their priority. There’s nothing wrong with modeling your own company and customer support department after one that has seen a great deal of success. Keep Reading...
