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Superior Customer Service Delivery

It is dangerous to remain firmly entrenched in one’s self believe. In order to improve and evolve,there needs to be constant feedback that is taken and acted upon. This applies to business establishments too. A prime reason for this has been the under-utilization of resources.

What is the end result likely to be when you have the full financial capability of possessing a Mercedes vehicle and yet don’t possess the ability to drive? Of course it will be awful. The sad reality is that most business establishments do suffer from this self-inflicted phenomenon.

Studies suggest that 80% of companies believe that they actually deliver the goods when it comes to proper and superior customer service. The startling fact however is that only a mere 8% of customers think that companies deliver superior customer service.

There is an undeniable issue of a lack of widely available technology to support delivery of great customer support services. However, the good news is that a cloud-based customer engagement software, Glad Minds, is here to resolve all those issues. Deploy now and see the difference!

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POINTS OF TRAVELER EXPERIENCE JOURNEY

All of us love traveling, don’t we? We are all aware that a travel or journey doesn’t happen by fluke. It needs to have a purpose and a great deal of planning to make it successful. A traveler depends upon a lot of information at various points of his journey cycle to enjoy the travel experience. These points of the journey cycle would include ‘before’, ‘during’ and ‘after’ aspects. A traveler would term a journey a pleasant experience if all the aspects add up as positive experience.

How do the travel agency (Business) provide the relevant information at the right points of the journey cycle that can improve the traveler(customer) experience? The contextual and real time communication between the traveler and travel agency is pivotal to create a pleasant experience for the traveler as well as a means to grow for the travel agency.

In an effort to make that crucial communication easier for businesses and their customers, Glad Minds’ Customer Experience Software provides a two way connect and communications platform. The businesses are thereby enabled, to be in constant touch with customers for better services.

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The Making of a Good Customer Service Wing By GladMinds

Put yourself in the shoes of a customer and you will know much your services and response matter at times when you need them the most. In order to realize how important a customer service department can be, you need to introspect on the fact that your businesses are also directly or indirectly dependent on other business entities. Just as you would want your money’s worth in situations relating to complaints, so do your customers expect the same when it comes to their issues.

It is something which can make or break your business. Thus, you may have realized by now that it is important for you to invest properly in that regard and make it strong. Here are five factors you need to bear in mind while you hire customer care operatives for a customer engagement platform - (1) The individual should be sharp and attentive and understand the product or service well. Natural, isn’t it? Or else how will he/she tackle calls? (2) Should be logical and analytical enough to solve problems within a moment’s notice, with the customer still being on hold at the other end. (3) A degree of promptness is required to direct calls to proper channels or even respond with proper replies when faced with unexpected questions. (4) Should be willing to add a degree of personal touch and assume himself/herself being in such a situation. The response should be honest, yet tactful. (5) Indeed in life, a great deal of patience is required to endure the trials of life, so is it so when dealing with unruly and offensive callers. Just as a good player doesn’t complain about conditions, so should a customer service executive never complain regarding customers. Linguistic attributes are a natural must have. Thus, it has not been included in the points above, or else it will be like speaking about omelets without involving eggs.

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Predicting Customer Communications – Do It Right

Communication has acquired an all new dimension in the modern era. Unlike the older ways of fixed methods – landline telephone, telegrams and letters – the newer versions are fast evolving and a close track needs to be maintained on each entity in order to guarantee business success. What would happen in olden times is that the customers would mostly communicate with each other via word of mouth (though discussions on brands were a little rare those days). Those individual opinions rarely transpired into something huge and thus posed little or no real existential threat to businesses. However, with the evolution of the internet and the development of social media, a thread focusing on business services will attract sure attention. The scope of not being visible on the radar and getting away with mediocre or below par services is fast diminishing now. With social media in the frame, the online communication arena is a crucial one now. Therefore, it wouldn’t be foolish on the part of a business establishment to have a full-time customer engagement, having the call centre wing integrated in it. Though, it may seem impossible, you can achieve this aim with Gladminds’ cloud-based customer communication platform. Hurry up now and have it installed.

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Cloud-based Helpdesk Services – A Boon for Your Business

There is hardly a customer who will not seek a better customer service. No human being is perfect, and the same applies for many business products which may run in to difficulties. When this happens, the customers naturally get frustrated and constantly look for answers. The response they get will likely shape their response and opinion for a lifetime. If you imagine that you are a best in town, and no one will give them a better deal in the market – you will go for a long one-way ride. Take for example – who thought that everything nowadays will be available online and your nearest vendor will start feeling a little uneasy? Of course you may recollect how that vendor seller treated himself as king, being complacent with the fiction that you will have no other option than coming back to him. With facts reinforcing themselves hard, the vendor will by now have realized the value of customer care – may be a bit late – and how it almost wrecked him. It is high time that you invest in some customer service software too. Better is the deal that a lot of these softwares can now be installed without much hardware installations. Yes, the could technology is being referred to here. Sounds a better prospect, when space and wire intrusions can be a headache, isn’t it? Go for Gladminds – a customer service software which perfectly fits into this criteria.     

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The Need for Feedback Management Software

Imagine it this way! You put all your emotions out in front of someone and that sweetheart of yours istaking long to respond. All sorts of things will run through your mind. Will he/she aggravate the matter and portray me in bad light in front of others? Will it be a ‘yes’ or ‘no’? It’s a make or break situation for you, right?

Well, the business arena is not too different either. You may consider, “Who cares? If they go away, it’s their problem. We’ll have a hundred others coming in!” This is the attitude which many have in small towns and semi-urban centres. Due to the fact that such areas are out of the global web reach, the status quo as per business establishments’ wishes is being static.Though, you may not realize the importance, decisions of consumers do have repercussions. As words of mouth spread faster, decisions/experiences/opinions can be virtual game-changers in today’s scenario.

Web is gaining ground quite fast everywhere and villages are being affected too. Thus, in order to remain in competition and hold an edge over competitors, customer feedback is important.

Since maintaining a huge manpower is virtually impossible, and overburdening the existing ones will backfire; the best solution is to invest and go for a feedback management software, which will bridge gaps and help consumers express themselves better. Sounds fancy, isn’t it? Well, try out our cloud-based Gladminds to feel it yourself.

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Choosing Customer Support for Customer Service

When there is a problem with a car, you run to a car mechanic. Likewise, when suffering from an illness you go to a doctor. Every problem in the world is associated with a solution. It is just about approaching the right expert with the right expertise. Your business venture is no exception to this rule. In fact, it may determine your march towards success in the future.

There are situations when you may fail to comprehend the gravity of the situation concerned with dealing with customers. Those particularly based in small towns often tend to reject this value, which is why they do not go far in terms of transforming themselves into brands. In cities as well, the situation is not much better with even dedicated customer service departments failing to reach their desired goals owing to staff shortage and increased expenditure.

The result has been a discouraging change of loyalties. This can often lead to losses which may hurt. To particularly cater to this aspect of operations, the cloud-based Gladminds – a help desk software– which enables better communication between you as well as customers is a must have. Designed with the aim of bridging gaps and serving both the parties concerned, Gladminds is the software you must try as a step forward.

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The Consumer Age –Live in It, Respect It

Times change, and so do lifestyles and habits. This will be realized if we were to glance back at our lives in the last decade. We will realize how we have changed in terms of our communication habits, from those secret chits being exchanged under the tables to the secret classroom texts and even WhatsApp messages these days. Whether personally or business-wise, you will be left behind if you do not catch up with the trend, and it may prove to be fatal for your business interest.

There have been several ways of business domination, which differed from time to time. From 1900 to 1960, sheer manufacturing power held sway which changed in terms of strategic distribution till 1990.

The companies which benefited using these strategies include brands such as Ford, Sony; and Wal-Mart,Toyota respectively. It was from the early 90s that advertising became a crucial business tool. The period till 2010 saw connected PCs via Google, Amazon and others.

It is only since the last few years that customers started to have a say in matters as they came to realize their potential of being kingmakers. After all, why do we go to someone who does not respect us and our feelings? Boosted by social media, this contemporary age is referred to as the ‘Age of the Customer’.

Many business outlets may not have the resources to deal with customers and they may be pretty capital-heavy as well. If you too are such a firm facing this dire situation, have our cloud-based customer support software installed to be ensured of a proper communication flow between you and the customers. See for yourself and then decide. Get the trial version now!

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How do businesses calculate customer satisfaction?

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Boost Services, Gain Revenues Are you aware that 84% of customers are willing to pay extra in order to avail of good customer  experience?

Image Source:  lix-irr

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The Need of Customer Engagement Platform

In this era of Digital Age, most of the people prefer online channels to make as well as grow their experiences.  They constantly learn, evaluate and make decision on digital channels and even the marketers are quite successful in leveraging their products and solutions online. But just giving discounts or offers are not enough to alien the prospects. To build a strong relationship there is a need of continuous engagement between the parties. And to achieve this we need a powerful customer engagement platform. According Gallup State American Consumer 2014, customers who are fully engaged represent 23% premium in the terms of share of wallet, profitability, revenue and relationship growth.

Why Customer Engagement Platform?

·         Through such platform both Brands and their customers can exchange Conversation

·         Multiple channels like Mobile, Email and Social can be integrated into a Single Platform

·         Streamlining interactions or conversation may ultimately lead to conversion, thereby, increasing your revenue generation

Advantages of Customer Engagement Platform:

·         One can monitor as well as measure all the Customer Interactions

·         There is no limit on the number of conversations or interaction between the two concerned parties

·         Built in social channels to easily reach the audiences

·         Easy to configure and customize

·         One can analyze the engagement based on real-time analytics.

In short, customer engagement platform assists businesses to take their customer experience one level up. So to gain loyal customers and maintain a healthy relationship switch to customer engagement platform today!

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Top 5 Ways to Enhance Customer Experience Management

Is customer experience management an inevitable part of business organization? Interestingly, yes! The most ignored functionality of any organization is very much crucial for business growth today. With reference to Amex Customer Satisfaction Study 2014, it was revealed that two out of five consumers did not complete transaction or made a purchase due to poor customer service experience. An interactive and great customer experience session can not only increase customer loyalty, but also boost customer referral. According to American Survey 2014, 78% of Indians customers spend more time and money on companies offering excellent services. However, the question is as to how to develop your customer experience management to witness a significant conversion rates. Here are some quick few ways to improvise customer experience:

1. Proper Training: Customer service professionals must be trained properly as per company principles, standards and processes in order to deliver the best to customers. Proper grooming of their personalities and communication also plays a pivotal role when it comes to convincing customers.

2. Anger Management: No matter how stiff a customer may be, professionals must have a control over their temperament. In the past year a statistical survey of companies put the ‘lost customers’ due to anger management issues at 64% in India, 65% in Italy and 77% in Mexico.

3. Timely Response: No one likes to wait, and it is the same with customers too. It is unlikely to achieve a conversion if customers stay on hold for longer periods. As per the American Survey 2014, the global average waiting time for a consumer on hold is 12 minutes.

4. Participation on Social Media Channels: Most consumers seek help on social channels these days. About 54% of Indian customers use social channels for queries related to service issues, while a further 83% share their feedback via the same medium.

5. Work on Feedback: According to Kate Zabriskie, “The customer’s perception is your reality”, and this is where the customer feedback comes into play. The more you work on the feedback, the better your product or services will be.

Thus, in order to grow and gain loyalty, it is imperative that you hold on to the customer service department as you would keep your holy grail. Proper attention, resources and manpower need to be diverted in that direction.

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Rock-Solid Reasons for Demand of Help Desk Software

With the growing IT demands, it is crucial to keep your IT functions and operations alive on a 24/7 basis. However, on the other hand, it is impossible to have 100% operational up- time. Then in that case, how to resolve the issue?  The solution is Help desk Software. It enables the users to interact and resolve their issues within a span of a few minutes.  And that’s not it! Discover below some compelling reasons to why you need a help desk software for increasing work efficiency –

1. Standard way to address issues: It assists users to address their requests or queries by emails or ticket creations, which are more systematic compared to manual approaches.

2. Working on multiple queries: The Tech professionals can work on multiple queries at a time, thereby improving their productivity as well as work efficiency.

3. Networking information: Helpdesk portal gives access to phone numbers and email ids IDs of registered users, which can be handy while networking important information.

4. Setting priority levels based on Deadlines: The requests can be processed based on the priority level. Just as the most important or urgent queries must are handled, the same can be done for the lesser ones. Due dates can be assigned to each task, in order to resolve it within the deadline set.

5. Configuration and customization: The software can be easily configured based on any look and feel, and also the information or data can be organized according to one’s convenience.

6. Raise and resolve queries on the go! This the most important feature of help desk users as they can raise a query from any part of the globe; requests can also be processed anytime and anywhere by the professional.

The a fore -mentioned list clearly illustrates how a help desk can eliminate the cons of manual approach when it comes to customer requests, thereby saving your time and simplifying interactions. So for greater work efficiency as well as healthy customer relationship, switch to seamless help desk software today!

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Customer engagement has become a ‘buzzword’ within the marketing vocabulary in recent times. The question is why should customers be engaged directly ?.....