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How to Build a Website that’s Customer-Service Friendly
Striking the right balance in the customer service world can be challenging; you want to provide world-class customer service through your call center and from your sales team, but you also want...
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Sales: Tips for Writing Better Emails for Sales
Whether you work in a retail store or sell via an eCommerce site, it's important to learn to write compelling sales emails to compete in today's marketplace. Unfortunately, not all personal sales...
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Soft Skills Training Tip for the Day: How to Become a Stellar Communicator
Soft skills: The interpersonal skills that go beyond technical acumen, product knowledge, and sales savvy, are often viewed as difficult to train; employees either have strong soft skills or they...
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Lessons from British Airways: How to Prevent and Manage Negative Online Reviews
“Don’t fly with @BritishAirways. They can’t keep track of your luggage.” So read the tweet from Hasan Syed, frustrated with how the airline handled his father’s lost luggage. Syed was so upset that he...
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Live Chat and Technical Support: Make it Work with These 5 Tips
Using live chat to assist customers with technical support issues may sound like a thorny combination, especially if you have a complex product or service that reps in your call center typically...
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There are No Dumb Questions
On a recent flight I shared with my seat mate what I do – conduct workshops on customer communications and management skills. She then asked “How come trainers always say ‘good question’?” (Later I...
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Proactive Chat Etiquette: How to Appeal to Your Customers
This week's blog is brought to you by guest blogger Gary Martin. Gary is the founder of Click4Assistance, a leading live chat software company with servers based in the UK. The firm provides...
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When Customers Meet their New Gizmos
Tech gadgets sit high on the preferred gifts for the holidays. They’re useful and trendy so Santa is sure to have many of them on his list. Unfortunately, Santa may not always be available, or techie...
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6 Techniques for Building Customer Rapport
The third Thursday of every new quarter we focus special time on getting to know our customer. In fact, this special day is named "Get to Know Your Customer Day." For our first installment on this day...
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How to Improve the Customer Experience with Your Omni-Channel Strategy
In customer service, you often have to put yourself in your customers’ shoes and visualize their experience so that you can understand where there are gaps in the customer experience, and to help you...
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How to use Twitter for Customer Service
We know that it’s no longer a forward-thinking statement to say that your company should have some sort of presence on Twitter – 99% of brands are already on Twitter, according to one study, so chances...
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Best Practices for Managing the Multichannel Contact Center
Today’s consumers want to engage customer service “whenever” and “wherever”, using their choice of voice, email, SMS or web chatting from a variety of mobile devices. Consequently, the multichannel...
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Customer Service Tip of the Day: How to Master Email Etiquette for Business
Email in the business world unfortunately gets overlooked in customer service training courses these days – in fact, it’s almost seen as passé. It’s assumed that everyone is so comfortable with email...
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5 Telephone Etiquette Tips to Help You Deal with Angry Customers
In order to prepare yourself and your team for the barrage of customer calls that will come with many heavy shopping seasons of the year (Valentine's Day, Black Friday, Cyber Monday, post-holidays, and...
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3 Keys to Delivering an Excellent Customer Experience via Live Chat
Live chat as a medium for customer communications may still be in its infancy, but statistics show that this emerging channel has enormous potential to help your organization deliver a high level of...
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The Secret To Getting The Most From Live Chat
Today's blog post comes from Jeff Mason. With more than 20 years of technology marketing experience, Jeff oversees Velaro’s entire marketing function. Prior to joining Velaro, Jeff served as Vice...
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Our Predicted Customer Service Trends for 2015
Go mobile or go home. As we do our best to look into the future to see where customer service trends are headed the one area that is spotlighted for 2015 is mobile. We already saw movement toward...
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Balancing Authenticity with Marketing Goals to Drive Customer Service
Chris Frascella is the Content Director at Velaro Inc., where he is responsible for promoting the improved performance & advancements of live chat software. Before joining the Velaro team, Chris...
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Using Free Data to be Scientific About Performance Improvement
About the author: Chris Frascella is Content Director at Velaro, where he promotes performance improvement in the live chat space. Previously, he helped advance outcomes-oriented case management at...
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Key Considerations in Selecting Contact Center Software
An entire industry has formed of contact center software providers, whose raison d’etre is to help customer service teams (especially customer support teams) effectively navigate the “new”...
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