First things first. What is customer service technology?
It’s making sure your systems, technology (eg: apps, shopping cart etc) and strategies are all working seamlessly together to deliver the very best in customer service.
With online shopping and online support not just commonplace today, but preferred by many, customer service technology is a fundamental part of any successful business. Here’s what you’ll see a lot more of (and should include in your business strategy) in 2021.
As a business you aren’t just looking for feedback, you are looking for quality feedback. Feedback which is honest, constructive and give your business genuine insight into how customers see your brand.
Unless their experience has been really bad, customers usually don’t volunteer feedback. They are more likely to take their business elsewhere in future. Unfortunately, his not only means a lost sale or three, but you lose customer loyalty as well. Continue reading
New Zealanders are shopping differently since the shakeup of Covid19. You only need to walk through a shopping mall to see the effects. Many stores aren’t staying open for late-night shopping. Why? There aren’t enough people in the mall to make it worth their while, or staff hours have been reduced. Or both.
Wanting to retain customers is a no-brainer. It’s historically cheaper than finding new customers and businesses use the information from current customers to up-sell and re-market to. But some are doing it much better than others. Here’s how you can be one of them:
China is New Zealand’s biggest trading partner so if China is having a crisis, so are we (along with many other countries).
Take tourism for example. As New Zealand’s second-largest international visitor, as well as one of the most valuable in terms of holiday spend, Chinese visitors have a very important part to play in New Zealand’s tourism industry. How significant the effects will be since the rapid increase of the Coronavirus is unsure, but with 30 flights operating between New Zealand and China, the fallout will unfold over the coming months.
Looking for business opportunities to win, retain and grow your customer base in 2020? Start the year off with a bang by instigating these consumer trends.
You really can’t get away with anything these days.
With much of the world’s population in charge of a phone, camera, video and social media apps at the ready, communication has become easier than ever. And, so has complaining.
We want to help you handle those media complaints with some tried and true steps:
Don’t think that complaint will go away
It won’t. In fact, time is a big part of dealing with a complaint successfully. If an irate customer doesn’t feel listened to, you’re simply just poking an already angry bear. Continue reading
Business is booming, clients are placing larger orders, and everything points towards expansion on a nearby horizon.
But with those plans to expand you’d need more customers, and that voice on the phone (or keyboard) is the face of your company. And we all know how first impressions last.
Typically, Christmas is a time when your permanent staff are slowing down and planning their summer holiday. However, Christmas is also infamous for customer care centres to be at their busiest! Last minutes demands or scheduling appointments while retailers dealing with product returns due to the wrong size, wrong colour or wrong delivery.
To retain those loyal customers and stay on top of things here are a few tips to keep your business ticking along nicely so you can think about winding down.
How to Deal with Online Negative Reviews
Social media have provided businesses, both ecommerce and brick-and-mortar ones, with a fantastic way to engage with customers. However, they are all two-way communication channels and negative reviews form dissatisfied customers will also be accessible by everybody, which can do you harm. Continue reading