What We Learned from Zappos About Customer Support

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

By: Jacklin Altman

Now, the title of this article alone must seem absurd (What?! No, I’ve always read that the customer is ALWAYS right!). But, before you dismiss this as totally ridiculous, hear it out. Sometimes, the customer isn’t right. Period. However, every customer deserves to have their issues heard. (See? Sounds much less crazy in context.) The phrase … 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