I found another service provider and just spent an hour and twenty minutes on the phone with them trying to cancel services. I spoke to two different people and finally was told by the second person that she'd contact my rep who would be calling me to "address my concerns". She then ...
Consumers who have a good customer service experience are more likely to recommend your brand to other people. Our own XM Institute found that consumers who rate a brand’s service as “good” are 38% more likely to recommend that company to others. Real-life examples of great customer servi...
Didn't think about Fortiva again for over a year. Suddenly receive a bogus "service fee" charge close to 100 dollars. Then when I failed to pay it on time because I didn't even realize what happened, they tacked on an extra 60 dollars in late fees. Everything was fine until this....
As a customer service rep, my ideal scenario is to solve the issue immediately upon my initial reply. However, that’s not always possible. I might need to ask follow-up questions or reach out to other teams for assistance. In either case, I always set clear expectations with the customer...
After a couple of years as a service rep for HubSpot, I noticed that not all customers want to continue the conversation over email — some would prefer talking over the phone, others through SMS, and some even on social media. Occasionally, people reach out via email because they’re sim...
If the customer service rep has not received adequate training or information on the company, its goals, products, and services If the agent simply does not know the answer to the query because he or she has not proactively kept themselves updated on all relevant information and knowledge ...
A capable customer service rep plays a vital role here, solving problems and going the extra mile by infusing interactions with warmth and personality.LiveChat excels in this area by enabling quick exchanges that can be as detailed as necessary. Representatives can use pre-prepared responses for ...
Advanced support options.To help make your service staff more efficient, I looked for apps with advanced support features. For example, having a knowledge base a few clicks away can help agents help customers solve their problems quickly without having to engage a more experienced teammate. Even ...
Improve your customer retention rate today Your current customer base is the best asset your store has. Customers already know your brand, they know your products, and theyappreciate your service. Focus your time and energy on improving the experience for this group (as opposed to always trying...
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