Is it appropriate to upsell or cross-sell during customer support? How can I do it without annoying the customer?
I have a few customers who constantly need hand-holding and take a lot of time. How do I handle these needy customers without driving myself crazy? This article will speak to anyone who's had an overly demanding client. We'll offer strategies like setting clear boundaries (office hours or response times), creating help resources specifically for them, and politely educating them to use self-service options. We'll also touch on prioritization, ensuring one needy customer doesn't derail service for others. It's an empathetic, actionable guide to keep your helpful nature from being stretched too thin.
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.