I’m often asked how to make marketing without money after my talks. Most of marketers would probably start with a content strategy, social media strategy, growth hacking and all other buzzwords. In reality they end up with Facebook group, without any clear reason and once a month wrote a blog post with no visitors. Let me tell you what I consider to be a good marketing and feel free to take some inspiration for your business.Read more »
About a month ago guys at Olark announced crossing 10,000 paying customers. Focus on customer service has played a huge part in their getting to this point, from their early days of four people, to a growing team of Olarkers. This is a perfect opportunity to bring you an interview with Ryan LaBarge, Technical Support Samurai at Olark about the role of customer service on this huge success.
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“The award that recognize effort of the best businesses to provide an outstanding customer service.”
Customer Happiness Awards 2014 aim to discover and promote customer service teams whose deliver an unique experience for their customers and users. Nicereply presented awards in 8 categories based on the average score and the total number of ratings received using Nicereply customer satisfaction survey in 2014. There are three companies awarded in the main category. These teams reached the highest average satisfaction score among companies using Nicereply worldwide. Other 7 categories were given to the best teams according their geographical location.
And the winner is…Read more »
The last few months were full of brainstorming the new product vision and direction of Nicereply. The successful on-boarding of new customers has helped us grow and cement ourselves as a reliable company. Partnering with companies such as Desk, Zendesk, HelpScout has spread our presence in the US. Now, we can think bigger and move forward.Read more »
Have you ever tried to solve an issue, that was completely unknown to you? It could be a specific problem – customer experiencing difficulties with your product due to a bug or wrong code, or it could be something more general – like refunding the price to your customer.
I’ve been there so I know it can be really frustrating. However, when I was really desperately trying to find an answer, I could always ask for help of my collegue. That’s a good thing about small teams, you sit together and solve issues together. What to do, when your team is ten times larger and many of your support team members are working from home or they are located on different floor?Read more »
Working on your customer care department is one of the most surefire investments that can yield greater results. Current market offers multiple ticketing systems which can make your life much easier. If your customer care services are good, then customers will come. Even if the product is substandard and has issues, the customer care department can do wonders for your business entity. Here are 11 simple tips that can bring about a significant improvement in the customer care that you currently provide.
There are many posts about importance of trial mail cycles and their correct usage. Even Viktor from our team wrote about increasing recurring monthly revenue by correctly set up mail cycle. I will continue with this topic from another perspective.Read more »
A few years ago, advertising determined the value of a brand. Companies spent millions on leveraging traditional marketing channels such as TV, radio, billboards, and the print media to attract consumers.
There was a reason for this.Read more »
Rainy monday morning, it‘s still dark outside. You yawn so hard that you cause a massive yawn chain reaction in your office. Coffee machine is broken. Yeah, not the best start of the new week. But you have your responsibilities, clients are demanding your help. And on top of that they are in the same mood as you are. Houston, we’ve got a problem!
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We have asked Brian Boroff (the Head of user operations in Asana) a few questions to get insights of his customer service experiences.Read more »
Have you ever heard about Wittgenstein? Ludwig Wittgenstein was an Austrian philosopher, celebrated by some as the greatest philosopher of the 20th century. The centre of his philosophy was language. Summing up all his works and thoughts into one short blog post would be impossible and even ignorant. Maybe you are asking then – why am I reading about him, what‘s more, on a blog of a product dedicated to customer support? Hold on and we will tell you!Read more »
For a few years Nicereply has been helping clients to get feedback on customer support. In June, we have launched some new features. We have introdced the new Nicereply Dashboard, that allows users to set up and track their own Goals, we have made charts that are easy-to-read and understand in our new Histogram and Leaderboard, we have added „Issues“ – new way how to solve your problematic tickets and get to them with just one click.
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Great news everyone! After weeks of collecting feedback on our service, we finally bring you the brand new dashboard. Lets see what its all about.
Nicereply dashboard is the place, where you can check all your stats, stats of your team members and average ratings. It’s very similar to Charts section, but easier to comprehend with better visualization. The newest feature is the ability to set your personal or team goals. Do you want to have average rating over 8 in next month? Well then, set your goal and check your stats daily to see, how you are moving toward this goal. Check your team members and their single or average rating.
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After your customers have told you a bit about themselves through the sign-up process, don’t let that precious data go to waste. You can use this to better tailor your scheme towards customers and offer more perks that will go some way towards establishing your brand. Travel companies such as Flybe are very good at using their customers data to offer them relevant deals.Read more »
Customer feedback is the best way to find out if your loyalty scheme is working well; which aspects can be improved; whether it is garnering a decent amount of attention, and if there is any way it can be made easier to use. It is worth trialling your loyalty scheme beforehand with a corporate team member or a ‘secret shopper’ customer to identify any holes in your system, such as usability, complexity, and value. UK based company npower contact their customers regularly to get customer feedback, however generally it seems to be smaller companies which are better at doing this sort of thing.Read more »
When running a loyalty scheme it should always be made easy for your customers to understand so that they know exactly what they are getting and how to go about getting it. There’s nothing worse than starting a fantastic and well thought through loyalty scheme only to find out that it comes across as being too complex or time consuming for customers to be interested in committing to it. Therefore make sure that you keep small print to an absolute minimum and be as transparent as you can. One company that does this well is burrito makers Boloco.Read more »
If you’re in the midst of putting together the perfect loyalty scheme, you’ll know there are dozens of facets to consider; not least of all, what exactly you’re going to be offering your customers.
It probably goes without saying that your scheme needs to offer a tangible reward that customers can realistically enjoy if they are to sign up. You may choose to offer them free gifts from your own arsenal of goodies, or money-saving rewards that will help your customers to save money each time they shop.Read more »
Introducing a loyalty scheme is one of the easiest and most cost effective ways of rewarding customers for giving you their business. Not only does it help to keep them coming back; it can also be a great way to attract new customers to your brand.Read more »
You can’t serve your customers well without learning about their needs through connections and engagement. Customer engagement strengthens brand loyalty and forms profitable impressions for businesses and customers. Use customer engagement as a tool for delivering superior customer service and enhancing consumer experiences in the following two ways:Read more »
Choosing a way to satisfy complaining customer can be very tricky. This question can become even harder if your goal is to make customer truly happy and loyal, not just to stop him from complaining. There are many opinions and over-used strategies out there, but what does actually work?Read more »
We’re happy to announce several new updates. Last few weeks were full of development with purpose to make Nicereply more intuitive to setup. There were several questions about integration setup, what may be a bit confusing for most of you. Since ability to connect with cloud based help desk apps it the most used feature we’ve decided to simplify this process. You can easily integrate your favorite app in 4 steps now.
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Recently, a lot of research has been made on a field of customer service. Some of the results of this research can be directly implied by you, Nicereply users, but sometimes the connections are not so clear. Today we are going to explore the connections in a research compiled by CRM Analyst Ashley Verrill in cooperation with customer service expert, Shep Hyken.Read more »