Can Live Chat Improve Your Customer Experience?

Can Live Chat Improve Your Customer Experience? According to eDigital’s Customer Service Benchmark report, customers enjoy live chat more than any other customer service channel. In fact, live chat has the highest customer satisfaction levels, at 73%, compared with 61% for email and 44% for phone. Think about it. There are often times when you have to wait […]

Customer Service Marketing: 4 Strategies To Help You Create A Competitive Advantage

Customer Service Marketing: 4 Strategies To Help You Create A Competitive Advantage Customer service marketing is a fundamental shift in how we approach customer service and marketing. In the past, these two areas were considered different functions and were handled by different departments. Now, as a result of changes in consumer behavior and a shift towards […]

9 Customer Feedback Software Tools: Comparison & Review

9 Customer Feedback Software Tools: Comparison & Review Customer feedback is an essential component in every modern business’ tool kit. In today’s world, we run our businesses in very competitive environments. Your customers have plenty of options and your competitors are always ready to swoop in to steal them away from you. In order to […]

How To Leverage Company Culture To Improve Customer Satisfaction (4 Tactics)

How To Leverage Company Culture To Improve Customer Satisfaction (4 Tactics) Improving customer satisfaction starts from within. In a recent survey of the ‘best in class’ companies using Client Heartbeat, we found that one of the seven key drivers for high customer satisfaction is a company’s culture. So with that in mind, how can you leverage […]

The Complete Guide To Customer Expectations

The Complete Guide To Customer Expectations Excellent customer service and high customer satisfaction must start with understanding customer expectations. You need to know who your customers are and what they want. When measuring customer satisfaction, companies generally ask customers whether their product or service has met or exceeded expectations. This is an important question to ask and […]

6 Strategies To Deliver ‘Above And Beyond’ Customer Service

What does it mean to go above and beyond? Neil Patel, respected marketer and co-founder of KISSmetrics, says that going above and beyond involves making customers “feel special” and “helping them out even when it may not make sense.” Neil strongly believes that “putting your customers first will help you increase your revenue in the long run.” […]

Can Self-Service Support Improve Customer Satisfaction?

The rise of self-service support has been an interesting one to follow. I feel like it was only a few years ago that we as customers were at the mercy of companies when it came to support inquiries. I use to dread having to call a support number because I knew I’d be in for […]