Customer service is arguably more important than ever before. Support has emerged as a critical differentiator that now directly impacts loyalty, spending, and growing your business.
Your customer support team are heroes. Zendesk was founded on a belief in the power of great service experiences. We wanted the world to experience a positive interaction as the norm—as customers, as agents, and from any other side involved in using, operating, maintaining and paying for a customer support solution. Your company may have been founded on an entirely different passion. For amazing chocolate, or an alternative to big-box retailing experience, or a certain kind of footwear.
Whenever an organization decides to implement a field service solution, its immediate focus will be to remain competitive and manage their long term strategic goals. During the implementation phase, there will be multiple challenges that will make these organizations lose focus as such implementations will bring out their deficiencies in preparation, reveal process gaps and also question some of the business practices of the organization.
In Part 1 of this series, we introduced Mike Caracalas, leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People, who says that “Right now, you as leaders have only one option: Lead your way out of this challenge.” We continue our chat with Mike, talking about how to keep things fresh as the weeks go on and how to reacclimate to working “together” in the literal sense when our workplace doors open back up.
Every business owner wants to keep their customers happy and loyal. But in today’s digitally connected world, word spreads faster than ever before, so if a customer isn’t pleased, they might let their entire social network know about it. Your customers want to get in touch with your business the same way they would with friends and family—so you need to be present on the channels they prefer.
What is data visualization? Well, it’s exactly what it sounds like — using charts, maps, infographics, and other images to visually convey the meaning of data. There’s nothing particularly new about data visualization. One could argue that ancient cave drawings constitute an early example — even the pie chart, dates back to 1801 when it was used to illustrate the Turkish Empire’s landholdings.
At Freshworks, our mission has been to help customer support teams deliver “moments of wow”, thereby enabling every business to create customers-for-life. It is the foundation for everything we do here at Freshworks. And we strive every day to deliver on that promise by continually improving our product and the customer experience.
Many of us are now working from home for the first time. In light of the global pandemic, companies have handed out laptops, closed down their offices and transitioned to being fully remote. It’s certainly not the ideal way to dip a toe into the remote workforce. However, for those of us that are lucky enough to have the opportunity, working from home means we can continue to support our customers and earn a living.
“Right now, you as leaders have only one option: Lead your way out of this challenge.” That’s what Mike Caracalas, leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advises. He’s right. But leading in the best of times is difficult, and while many of the best leadership qualities and practices must apply these days more than ever, leaders must quickly adapt to an ongoing, very complex way of getting work done.
It’s impossible for a business to place too much of an emphasis on its customers. If your customers are happy, your business will have a better chance of succeeding. To make sure your business thrives, it’s critical for you to guide your valuable customers through each stage of their journey with your company and help them get amazing results along the way. However, keeping your customers happy isn’t easy.
