How can small businesses effectively train a small support team without a formal HR program.
What customer service metrics should a small business track to improve performance?
Do customers prefer a super quick response, or a thorough one even if it takes longer? With a small team, it's hard to do both. This question is on many founders' minds. Our article will share ideas (including survey stats and anecdotes) about response time expectations and the importance of first-contact resolution. We'll give tips on how to achieve both speed and quality: for instance, sending an initial acknowledgment quickly if a full answer will take time, or using checklists to make sure thorough answers faster. Small businesses will get actionable advice on optimizing response practices to keep customers happy on both fronts.
How do I answer repetitive customer questions quickly? Is it okay to use canned responses, or will I come off as a robot? Here we tackle the balance between being effective and personalization.
If you're a small business owner then you've probably wondered how to handle customer support on social media. This article discusses how to integrate social media DMs into your support workflow.
If you're a small business owner then you've probably wondered how to encourage customer reviews and referrals. This article discusses how to gently solicit reviews: follow-up emails, small incentives (like a discount on next purchase), and simply making it super easy to leave feedback.
If you're a small business owner then you've probably made mistakes. This article discusses how to apologize and recover from a bad customer experience. It covers sincere apologizing, offering a quick fix or compensation (refund, replacement, bonus), and the importance of follow-up. Even if you slip up, a well-handled complaint can create an even more loyal customer.