Questions

Results for: Customer Service

Way too many to list. The usual suspects include: Amazon, Westjet Airlines, Southwest Airlines, Apple etc. I'm focused on new(ish) tech companies and their approach to customer service such as: Silvercar, Airbnb, ZenPayroll, Oscar.

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How you handle customer service can have a major factor on how delighted customers are after the transaction. Even more important it can drastically impact your initial conversion rate. Buyers often look for "trust items" like a phone number, email or even a physical address prior to purchasing....

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With more than a decade of experience in top services firms (Technology products and financial products), being an ex-VP in Client servicing area, and realizing the impact good client servicing can have in keeping and growing your brand- I do know what you are talking about! The sectors which I f...

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The leading players are Zendesk, GrooveHQ, and FreshDesk. I have used all of these and my vote goes to Zendesk. I talked about it as a case study for a documentation task, see http://www.vinishgarg.com/2014/09/kb-case-study-pain-points-and-analysis/. I am also co-founder of @In23Hours where we ...

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Not specific to facebook, but I have been managing different operations / services / customer success teams over the last 20 years. Currently at Google and supporting startups with growth challenges related to that through Google's accelerator, Launchpad. I believe any company, big or small, buil...

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If I understand you correctly, you're saying a customer agreed to pay you for services (product and/or support), either through posted prices and a shrink-wrapped license or through a written contract, and then you provided those services, and then they didn't pay? And you're asking whether it's...

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If you are talking about online feedback through a website, I'd suggest Feefo or Hotjar. There are plenty of other solutions, but those are really easy to set up. You could also factor in customer feedback requests into any email marketing you are doing and this kind of thing can be automated thr...

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As is my way, I have to answer tangentially: People hate reading documentation. Essentially no one will read the quick start guide, and those who do will have poor retention. This is not just a pithy quote, but driven by years of research into cognitive psychology. You cannot provide training aro...

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Contact both the customer and BBB to clarify the complaint and confirm it was intended for you. You can delight both parties by accepting responsibility and expressing empathy, even if you are not at fault. There is a long-told customer service story about Nordstrom accepting an faulty car tire...

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I think you have to go with your gut on this one. We've worked with clients to coordinate the use of telemarketing services through UpWork and have had a good experience. But we stuck with native-English speaking freelancers. Most on them were from the US. When they call, ask them to not only ex...

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