From working with many recruitment businesses that use our product, we have an understanding of the time-pressured environments that recruiters can operate in, and equally, understand just how long it can take to search for a candidate record or upload detailed call notes straight to your CRM system.
The hustle and bustle of the holiday season can be a challenging time for businesses. For retail businesses, apart from increased sales in-store and online, customers are also more likely to contact customer service over queries such as delivery or collection of orders, product availability, and making returns or exchanges. For Technical Support teams, however, it may actually mean a drop in the number of inbound calls but they also have to manage staff taking holiday and working on a reduced schedule. Sustaining high levels of customer service during this time can actually give businesses the chance to shine and build up customer loyalty that will last them throughout the coming year.
With over 3 billion internet users in the world (and growing), it is essential that businesses can effectively manage their communications with the people that are speaking to them and vice versa. However, with so many channels to choose from, particularly with the growth of social media – how can businesses make sure that they are offering the right communication channels to their customers and prospects and how do they manage these channels and interactions?
The support function is an important aspect of any business. They are responsible for the customer’s experience, post-sale. They are here to help resolve issues and answer queries, to provide a high quality of service which ensures that their customers’ opinions of the products or services that they purchased and their opinions about the company itself, do not change in the long term.
Firstly, let’s talk about James. James has an issue with his car insurance and decides to call them on his lunch break. He carefully selects the department he needs to talk to.
Sheila also has an issue with her car insurance and like James decides to call them once on her lunch break and just like James she carefully selects the department she needs to talk to.
Having never attended Dreamforce before, I’m not entirely sure what to expect. I’ve been told by colleagues who have been to Dreamforce, about the scale of the event and have already been warned that I should manage my time wisely. Having had a look at the agenda and the available sessions on www.salesforce.com/dreamforce, I can see why.
Last week, we discussed the importance of businesses offering trials to their customers and prospects. According to a study conducted by GetSocial, which involved 63 web-based companies and start-ups, 93% of these companies offered a free trial period to their customers.
With a growing number of products and services that are more easily accessible to people worldwide, it is sometimes difficult to differentiate your offering from your competitors’. When your business is contacted by a prospect looking for the right service provider, how do you ensure that they ultimately choose you to provide their services?
We have all become used to intrusions into our work and personal lives and this has been more evident with the arrival of email, mobile and social media, which mean that we can pretty much be reached 365/24/7.
But just how responsive are you to an intrusion into your busy day?