Webinar: Develop Your Analytical Reading Skills to Understand What Customers Are Really Asking Your customers are not professional writers. When they contact your Customer Care team, their emails and chats can be confusing, or even incoherent. To figure out what they need and how to solve their problems, you must know how to read analytically, […]

Whether they’re angry, curious, satisfied, or searching for compensation, customers need to be convinced that we understand and care about them. They need our empathy. When we fail to show empathy, customers resist our solutions, insist on escalations, and contact us repeatedly. When we lack empathy, our customer service responses damage customers’ rapport with the […]

Many companies are OK at responding to customers’ questions or complaints in social media. They do respond to customers’ tweets, and they reply pretty quickly. But most companies can do better—a LOT better. Their replies aren’t complete, helpful, or friendly enough. Their tweets don’t improve first contact resolution, and they don’t make the company look […]

The job market is tight, and you can’t afford to let a qualified applicant for a customer service job slip away without making an offer. But you can’t afford to hire someone and discover after they’re writing to customers that they don’t have basic grammar skills or they lack willingness to freetext within a template. […]

Live chat could be the best channel we have for delivering support. It’s popular with customers of all ages, it allows agents to serve multiple customers at once, and it works well on a mobile device. But overall, the quality of live chat still isn't as good as it could be. Poorly written live chats […]