Customer Support

  • How to Implement a Knowledge Base Solution

    … out a kbase (as they’re also known), can provide a searchable repository that helps your company reduce inbound support requests, avoid repetitive requests, improve resolution times, and improve customer satisfaction. All of those, of course, reduce costs and can improve retention rates. What is a knowledge base? A knowledge base (KBase) is a well…

    Douglas Karr/ Marketing Technology Blogin How To's- 21 readers -
  • 7 Free Resources to Get Better Email Marketing Results

    … If you work for a small business, “marketer” is just one of the many hats you wear on a daily basis. You’re busy. And it’s tough to keep up with the latest marketing tips, tools, and best practices. Where can you go when you need marketing help or advice? At Constant Contact, we have multiple teams dedicated to providing quality education…

    Miranda Paquet/ Constant Contactin EMail- 25 readers -
  • 20 Tips to Drive E-Commerce Conversions this Holiday Season

    … – explore different ways of pitching your discounts. Should you do 50% off, $25 off, or buy one get one free? Provide quality customer support – real-time customer support via live chat, social media, or phone can help overcome barriers to purchasing on your website. Make gift cards easy to purchase – when a visitor doesn’t have the perfect gift…

    Douglas Karr/ Marketing Technology Blog- 26 readers -
  • Twitter Debuts New Customer-Support Features for Brands

    … wrote in a blog post: We are committed to making Twitter the best place for people to talk to businesses. These features build on previously released direct message links and customer feedback cards to help businesses do better service on Twitter. Those have both had great success. On average, customer feedback requests receive a response more…

    David Cohen/ AllFacebookin Social Twitter- 17 readers -
  • 6 Key Performance Metrics for Customer Satisfaction

    … customers and keep the demands of your team down. FAQs, knowledge-bases, how-to videos, searchable support… everything helps! By monitoring the articles read, you can get a clear picture of the quality of those articles and monitor their use in relation to call volume. Article Read Time – If readers find an article but don’t stay long enough to read…

    Douglas Karr/ Marketing Technology Blog- 36 readers -
  • Brands Are Still Too Reliant on Engagement Metrics (Report)

    … in their understanding of how to leverage social media channels. However, 63 percent of businesses using social teams use them for marketing, 16 percent for communications, 5 percent within public relations departments and only 1 percent dedicate social media resources to customer support. Unfortunately, social customer service is definitely…

    AllTwitterin Social Facebook Twitter YouTube- 16 readers -
  • Don’t fall for fake customer support numbers

    … Don’t fall for fake customer support numbers Having problems with your Facebook account? How about your GMail or Office 365? Surely giant corporations like Facebook, Google and Microsoft have customer service numbers that you can call. Actually, they don’t. Gone are the days when you could call just about any company up on the phone to try…

    Greg's Cornerin Facebook- 14 readers -
  • Social Media’s Marked Effect on Customer Experience

    … why consumers love social media so much? It gives them the ability to ask questions and leave feedback in a public forum where your response is on display for everyone to see — and believe me, other customers are watching closely. A study from Conversocial found that 88% of consumers are less likely to buy from a brand that has unanswered customer…

    Marketing Technology Blog- 26 readers -
  • Helpshift: 20% of Users Seek Help in Apps They Use

    … Helpshift, a customer support platform for mobile, polled 1.3 billion mobile devices over a six-month period, and discovered during that time, 20 percent of consumers actively sought help in an app they were using. Helpshift determined 284 million users searched for in-app support during the six-month time period, but only seven percent…

    AllTwitter- 21 readers -
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