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5 Ways to Transmit Awesome Customer Service From the Inside Out

No customer service is an island. You just can’t deliver great customer care alone.

These days, customers are tech-savvy, creative, and communicative. Some customers may want to build extensions and plugins to your service. In fact, we owe many of our iDoneThis “goodies” to ingenious users who built them to better suit their workflow. Others request features or find ways to adapt your tool to their company culture that you never initially considered. Still other customers ask highly technical questions. They all use multiple channels to communicate a volley of varied issues.

The worst customer experience is to wait forever for an answer, only to receive a meaningless response. That’s bound to happen when you isolate your customer service team. Ill-equipped to substantively deal with issues, they leave customers hanging while running around asking developers for assistance.

customer service

The best customer experience is prompt, personal resolution of a problem, and this starts with a foundation of strong internal team connections and communication. The better your team is at communicating and supporting each other, the better the customer service results. Customer requests will have a faster turnaround, your responses will be more substantive and helpful, and your customers will simply be happier.

Here’s some key ways and tools to connect your team internally for excellent customer service:

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What I Wish I’d Known: The Best of the Internet

Happy Friday! Catch up with the best of what we’ve shared on the interwebs this week!

Our Chief Happiness Officer Ginni Chen’s expert advice on how to make customers happy over at the Firefly blog.

How to use small wins to fuel great achievements.

How the brain performs better when faced with a challenge.

What 25 entrepreneurs, including our very own Walter Chen, wish they’d known before founding their first startup.

When to quit.

Autonomy, Achievements and Awesomness: The Best of the Internet

It’s been a tough week for those of us in Sandy’s path. Our best wishes to those dealing with the aftermath! Be safe! 

Now, catch up with the best of the stuff we’ve shared this past week!

We visually visited 10 awesome startups. Check out the pics of some cool company culture!

Our very own Ginni Chen wrote a guest post for Women 2.0 about how successful women share their accomplishments.

Employees are happier when they’re trusted to exercise autonomy.

How virtual teams collaborate.

The only purpose of customer service is to change feelings.

Entrepreneurs should take the lead in building sustainable startup communities.

Get It Done: The Best of the Internet

Get Up

Get Up

Here’s the weekly round-up of the best of the blog & links we’ve shared on the interwebs!  Happy Friday!

We wrote The Art of Getting Stuff Done without Bossing Around last week but shh, we’re sneaking it into this round-up.

Find out how Any.DO, a start-up that made a task management app, uses us to get things done.

Srsly, what is innovation?

Research says leaders receive less stress.

Learn how to enchant your customers.

Scale Customer Service through Copywriting

Technology provides the basis for this two-man team to run a web service that has handled nearly 30,000 email entries. But going from about 600 registered users in late March to over 5,000 in mid-April not only required us to scale our technology, it forced us to scale customer service as we saw our support emails explode from 23 total requests between January and late March to about 300 over a two-week stretch at the beginning of April.

Great customer service is a highly personal process, but, of course, nothing says great customer service like a fantastic product.  In the words of 37signals, “Copywriting is interface design” and “good writing is good design”.  Here are 4 lessons that we learned as we learned how to scale customer support and knock our support email volume down from as high as 16 per 100 new users to zero by becoming better writers.

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