Teams | Collaboration | Customer Service | Project Management

Companies are increasingly prioritizing the collection of customer data. According to the Zendesk Customer Experience Trends Report, business leaders increased their investment in customer data management by a whopping 92 percent amid the COVID-19 crisis. But capturing customer data alone isn’t enough. The information you gather must be relevant. You also need to interpret that data to form insights and take action. This is where customer analytics comes into play.

When it comes to angry customers, you can never put in too much heart. But sometimes it can seem that the more care you put in, the outcome doesn’t change at all – the customer is just as angry. In customer care cases, it’s important to be professional yet empathetic, and always remember the purpose of customer support, uplifting your customers and driving retention.

As unfortunate as it is, having poor experiences with businesses seems to be a universal truth for everyone in the 21st century. Even with the internet and all of the conveniences of the digital age, products still don't arrive, they break, or they don't operate the way they are supposed to. On a basic level, disappointment is inevitable.

We all realize that customer feedback is a goldmine of insights. But it’s easy to lose track of what your customers expect, want, and need from your business. That’s why you need a structured and organized feedback management system, a.k.a, a Voice of the Customer(VoC) program that taps into the voice of every customer segment to gain business value. If you’re looking for more reasons, techniques, and best practices to kickstart a VoC program, then we’ve got you covered.

Support reps or business owners may find themselves in a fix when they have to say no to customers. Chances are that your customer may have asked for a feature you don’t offer or requested for an unreasonable service, shared concern about a company policy, or given unsatisfactory feedback for your product. Saying no to a customer should count as an essential skill for a customer support representative. But how do you say no to customers in a positive way?

What is the one skill that everybody in customer support must have? Ask this to anybody who’s been in customer service for a while and ‘empathy’ would be high up on the list. We’ve put together a short guide on the importance of empathy in customer service and tips to empathize with customers better. You can use the following links to navigate through the blog. – Why is empathy important in customer service?

Import2 (Sell) is a 1-click data migration software that helps you to move all historical data from your legacy software into Zendesk Sell. All your contacts, companies, opportunities, tasks, notes, calls, meetings, emails and attachments from your existing CRM will be transferred automatically. Import2 replaces CSV import tools as a faster and simpler solution for your data migration needs.