This blog post is the second part of our three-part series (the first part is here) on building and maintaining strong relationships with customers who prefer live chat. In the first part of our series, we focused on the pre-conversation efforts of setting yourself up for successful chat interactions with customers. For this part, we’ll focus on how the actual chat conversation impacts the customer relationship.
The only constant in life is change—and it’s difficult to embrace the unknown. That’s why the employee experience is essential to change management, when leaders are charged with supporting their teams through adjusting to new and different ways of working.
Customers can be a fickle bunch—happy one day, gone the next. That’s why it’s important for companies of all shapes and sizes to track and understand their customer churn rate. Customer churn rate is an important metric that impacts nearly every aspect of a company’s business, from product and revenue to customer loyalty and customer satisfaction. Because what’s a business without customers?
Creating great experiences for your customers starts with having a complete understanding of who they are—and that requires having the right customer data. But too often, this data is siloed in disparate systems that don’t talk to each other and is spread across a complex landscape that’s hard to analyze and understand. The end result is ineffective agents, poor customer insights, and unsatisfied customers.
During the COVID-19 crisis, the spotlight is on the e-commerce and logistics industry when it comes to providing essential and non-essential goods for consumers. With the lockdowns across the world, these companies are critical to ensuring people are able to get the supplies they need to live on. So what are some of the responsibilities and challenges they face and how can they overcome them, when operating under the current circumstances? We caught up with Sriram Sridhar, the CEO of lateshipment.com.
Change can be scary. We’re living through a global pandemic, SpaceX is launching more rockets into space, and scientists have discovered a way to grow mini brains from skin cells. People like the comfort of things they know, like their favorite fuzzy socks or Mom’s chocolate chip cookies. So even when change is a good thing, it might be met with fear and resistance. And when it comes to business, leaders need to recognize that the human side of change can impact their outcomes.
In the wake of remote work becoming the new normal, businesses today have newfound gratitude for their IT teams. IT admins have been working tirelessly to make sure you have a seamless work-from-home experience by giving you the best technology, warding off bad actors from getting their hands on your company’s data, and onboarding or offboarding employees. In this interview, Prasad, the Chief Information Officer at Freshworks shares what goes on behind the scenes of our IT team.
With the ongoing COVID-19 crisis, work-life has slowed to a crawl in most parts of the world, and remote work is the new normal. For startups and small enterprises, there are some important decisions to be made to ensure business survival in the short term. To aid that decision, here are a few tips that could prove useful.
It’s no secret that more B2B (business-to-business) customers are using live chat than ever before. A simple way to get a response from a business without having to call (and often face hold times) or email, chat is a real-time form of communication many businesses leverage daily. But what happens when most, if not all, of your conversations with a customer happen over chat?
