What We Learned from Zappos About Customer Support

By: Jacklin Altman

Picture this: you’re in the market for braces, trying to find the best orthodontist to suit your needs. You have a few options here. First, you could spend hours scouring the web for answers. Second, you could start calling offices, dealing with receptionist after receptionist. Third, you could just chat with an orthodontist online, instantly. … Continued

By: Jacklin Altman

If you have an online web-store or online presence of any kind, you need to be offering live chat 24/7.   You first thought is probably something along the lines of “I have customer service agents manning live chat during normal business hours!” In the online space, normal business hours don’t exist. Whatever your normal … Continued

By: Jacklin Altman

When it comes to hiring customer service staff in any capacity, you want to make sure that you’re hiring the best of the best, as they’re often the people whom your customers interact with the most frequently. You want people who are warm, empathetic, good listeners, and you want them to truly know your product … Continued

By: Jacklin Altman

We’re living in the age of self-service. Forrester estimates use of web self-service has jumped to ~76%  in 2014 as compared to ~67% in 2012, and it’s only continued to go up from there. People don’t want to spend time waiting to connect with an agent who may or may not be able to answer … Continued

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How can you increase your customer satisfaction scores? Make customer service central! For many companies like Amazon and Mariott, providing exceptional service is a top priority. Their approach is based on the principle that organic growth comes from the inside. A team with a strong commitment to providing superior support will produce happy customers. And, … Continued

By: Matthew Harmer

It’s no surprise that providing great customer service makes for happier customers. However, the strong correlation between superior customer service and higher profits is often underestimated. According to the Harvard Business Review, customers who have the best past experiences spend 140% more compared to those who have had poor experiences. Here are three ways that … Continued

By: Matthew Harmer

What We Learned About Zappos Customer Support Zappo’s stellar customer support almost outpaces its reputation as an online shoe and apparel retailer. However, that’s the image that the billion-dollar company appears to want to convey. Its company slogan, “we’re a service company that just happens to sell shoes,” says it all. What we learned from … Continued