5 CSR Phrases That Every Customer Service Agent Needs To Use

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Customer service representatives (CSR) need to be trained to handle a variety of situations when dealing with client inquiries or complaints. Words are a powerful thing and when used correctly, expressions and phrases can help resolve disputes and misunderstandings amicably.

The way that things are worded is everything!

For example, in 2016 Facebook made a very not so subtle change to help users improve their experience. Posts previously features a “Hide or Mark as Spam” link. This link was re-worded to say “I don’t want to see this.” This resulted in a significant increase in the number of people who responded and gave feedback on the posts that appeared on their Newsfeed.

All just because of a simple linguistic change.

Coaching and training your CSR’s on similar changes in their response phrases, can help improve your customer experience with your representatives.

In this article, let’s explore a few new phrases you can implement into your CSR program to improve communications and deliver outstanding customer service. By doing so, you’re laying the foundation to build stronger, ongoing, customer relationships.

  1. “Let me look into that or find out for you.”

One of the most reassuring things that a CSR can do for a customer is being polite and respectful while patiently answering any questions the customer has. In highly competitive or saturated markets, prompt and professional customer service keeps your customer happy, so they don’t have to seek out alternative vendors to patronize.

Providing stellar customer service means that you’re willing to go the extra mile to assure that the customer is satisfied with their interaction and transaction.

The more seamless you can make your sales and service processes, the better!

  1. “I apologize for any inconvenience.”

When someone is having an unsatisfactory experience with your company, an apology can go a long way. A sincere apology that exhibits understanding and empathy, can help to form a positive outcome from the interaction.

Chances are good that the reason the person is upset, is (hopefully) by something other than the CSR they are speaking with. Being genuinely sorry for their inconvenience/confusion/insert reason here, lets the customer know that you care.

  1. “It is my pleasure to help!”

Just with many other things in life, your attitude can determine your altitude. Keeping a positive and upbeat attitude helps shape your reality.

When speaking or corresponding with customers, positive words go a long way. The use of positive words supports positive reactions and lets the customer know that you’re excited to help them with whatever they need.

Let’s say that you sent a company you do business with an Email. You can get two different responses. A bland one with a simple answer like ‘I’ll check it out for you” or one that says “It would be my pleasure to help.” Which reaction would you prefer to get back?

I’m guessing you – like many others – would prefer the latter.

  1. “I will update you as soon as possible.”

The primary goal of customer service is to help the customer solve their issues, regardless of their concern or reason for inquiry. When a client has to “follow-up” to get a status report on their open issue, this could indicate that there’s been a failure somewhere in your business processes.

To avoid the frustration and miscommunication, review your CSR process and ensure that all customers with open tickets get proactive status updates. Also be sure to communicate with your customer an expected ETA on their inquiry. If you are unable to deliver the solution within this estimated timeframe, alert the customer to the delay and be understanding of the situation.

  1. “Thanks for letting us know!”

If a customer has an unpleasant experience, finding out about the problem helps your company preemptively curtail the problem right away.

Recent studies found that for every single customer who takes the time to make a complaint, there is an average of 26 others who don’t say a word. What this means for you is one customer complaint could represent dozens of other people having the same problem but aren’t taking steps to let you know.

Having gratitude and appreciation for clients is key to building a stronger relationship. A simple ‘thank you’ always goes a long way.

If your customer buys from you, thank them for their purchase. Should they report a bug, let them know you appreciate their input and feedback. If they leave a positive review on your social media page(s), thank them on your profile or via a direct message.

Always be sure to add, something like “please let me know if there is anything else I can help you with” so your client knows that they can reach out to you anytime.

One thing to keep in mind at all times is that every customer service engagement is an opportunity to build a stronger relationship with your existing – or a potential new client. By offering an exceptional CSR experience, you can learn more about your customers and possibly come up with additional products and services to solve their problems, whatever they may be

Thanks for taking the time to read this article, we appreciate your time and your interest! We hope this article is helpful with achieving all of your customer service goals and objectives.

Let’s Get Personal–How Emotions and Empathy Play Into Branding and Marketing Campaigns

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As an entrepreneur or startup business, it isn’t uncommon to find yourself wearing many hats during your day to day business operations. Of all the hats you’re likely to wear, probably the most challenging one to slip on is your marketing and advertising hat.

In today’s modern world, that means completing hundreds of technical steps in just the right way. You have to be sure that your business website is user-friendly, that you have a matching mobile app, keeping your social media profiles updated, as well as everything else you have to do to keep your company running smoothly.

You might be thinking, “How in the world can I do all the things I need to do, plus run a successful marketing plan to attract new business?”

Many small business owners, freelancers, mompreneurs, etc. that handle their marketing and advertising campaigns on their own are forced to “think outside of the box” to promote their business without breaking their advertising budget. While this may seem like an overwhelming task, this is actually an excellent opportunity to get your creative juices flowing and create a strong bond with your audience and customers.

Here are a few ideas to help inspire you.

Tell Your Story – One of the best things about running your own business is getting the chance to share the story behind the company. No matter how big or small your Organization is, your story should be woven into the tapestry of your business image and branding to build stronger ties with your target demographics. Don’t forget to mention the ‘When, Why, and How” of your foundation. By sharing your story, people can relate to you and will choose to do business with you instead of your competitors. For example, if your business is a third generation family business, this is “boast worthy.” Tell the story of your family and the company that got built as a result of the hard work and passion of the founders and the generations that came after them.

Branding Elements – In 2017, it’s all about your ‘brand.’ By tying in branding elements with your story, you’re creating something that is truly unique to only you. For instance, if you are creating and selling handcrafted goods, you might consider using your name or your image to represent the business on business cards, product packaging, letterhead, your website, and on your social media platforms. If you have an idea in mind, but you’re not sure how to implement it, the best way to turn your branding vision into a reality is by speaking with a branding professional as soon as possible. Explain to them your basic (or even complicated) branding ideas and let them help you bring them to life. The more you’re able to communicate what you want clearly, the easier it will be to target on your online and offline branding and marketing creatives. If your creative energy isn’t as sharp as you would like, you can trust that the agency that you choose to work with will have their team come up with designs that suit your requirements. Your creative team is your ally in all steps of the branding life cycle.

Colors Matter – It’s no secret that color psychology is an integral part of all branding and marketing campaigns. If you aren’t familiar with the concept of color psychology, this is primarily using specific colors to help elicit the desired response. Usually a purchase. One strong example is McDonald’s. Missing those bright golden arches is hard! While their branding and advertising campaigns have been modified and changed over the years, a few things remain constant. The arches and the colors bright yellow and red. (It should come as no surprise that both of these colors are both known to stimulate the appetite!) Other large brands that use these bright colors in their branding elements include Burger King, Coca-Cola, MasterCard, and many others. Your branding team should be able to work with you to establish a memorable and unique logo that represents your company.

Your Brand Voice – Once you’ve created your basic branding elements, you are in business! The next step in strengthening your brand is finding the ‘voice’ of your company. When I say ‘voice,’ I am referring to the tone and demeanor of language your company uses when communicating with potential clients, existing customers, and your fans on all of your social media platforms, in email, in live chat sessions, and other sales and marketing channels. By staying consistent in your communications, you help establish more trust with the people who interact with you, regardless of whether they are new and existing clients, vendors, or partners. Your brand voice is part of your organization’s identity, so choosing one that resonates with your core demographics is key to your brand. No matter whether you decide to adopt an informal or formal approach in your corporation or organizational messaging, you always want to be sure to keep things professional. Using simple pleasantries including the words “please” and “thank you” are always recommended when communicating in any capacity.

People Like To Do Business With People They Like – It should come as no surprise that people usually prefer to do business with people they like and trust. Now more than ever, personal marketing is a big part of many small businesses who have grown to much larger enterprises. If you are taking on the role of a spokesperson or a salesperson, one of the biggest ways to affect someone’s emotions is for them to like you. If you provide a valuable product or service and you have a great personality to help promote your company, there is unlimited potential for where you can go and what you can achieve!

You Don’t Have To Do It All Yourself – One of the biggest misconceptions is that you have to do everything yourself when working on your marketing and sales. Unless you have years of experience in building a brand and running a successful marketing campaign, there is no reason not to consult with an expert in the field. Colleen Eakins Design is here to help with all aspects of your advertising and marketing needs. Contact Us Today!

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Tips For Getting and Keeping Mobile App Customers

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If you’re like most mobile app users, the chances are good that you have many apps that you’ve only used once or twice. Most people see a mobile app that they may like, download it, use a time or two, and quickly lose interest. People having a short attention span is commonplace, which makes acquiring and retaining mobile app customers a challenge in a crowded marketplace. People have many options when selecting a mobile app.

As more mobile apps are made available in marketplaces like Google Play and iTunes, people can become mobile app customers with just a press of a fingertip! Several reports, including one from BI Intelligence in 2015, peg the number of apps that people frequently use as three. Even though they may download and install as many as 100 apps in a year, only three of them are useful enough to become favorites. The trend of fewer downloads seems likely in the coming years, but there’s no reason to fear–yet!

It’s crucial to understand and address why people don’t use a mobile app after they install them. If you plan on distributing one, you need to know what psychological elements are at play. Retaining users and building app loyalty is critical to the success of your app.

Why Do People Stop Using Mobile Apps?

It’s no big surprise that the major reason that many mobile app customers stop using an app is quite simple. They forget! Even though they use their mobile phones or tablet devices for many of their regular communication needs, they forget what’s installed on their devices. The best mobile apps become interwoven with the mobile app customer’s daily life. While you can develop the most technically advanced and user-friendly mobile app, if the app doesn’t have a particular focus, your retention rate can suffer. You want to concentrate on appealing to a very specific audience that offers value and solutions that fit their lifestyle and their consumer profile. Your app also should be competitive against other apps in the same vertical or space.

Other Factors That Can Affect The Popularity Of Your Mobile App

Performance – In most cases, if a mobile app seems worthwhile or interesting, people won’t think twice about downloading it to their phone or tablet. Once installed, performance matters. Always be sure to thoroughly test and stabilize your app before putting it out for full release and distribution. Also, be certain you use a reliable mobile app host for your app to assure that it operates efficiently.

Cost – If you are charging for the use of a mobile app, there is always the risk that a free mobile app that has a similar offer can undercut your mobile app user base. It’s important to have a business plan in place before launching your app for best results. If you’re competing with other app developers in the same vertical, it’s imperative to offer more value than your competitors. If others have an app with similar features for free or at a lower price point, you could lose mobile app customers.

Ads And Monetization – Even if you offer a free mobile app, the chances are good that you’ll still want to monetize it using in-app advertising. But keep in mind that an overabundance of ads can significantly degrade your user’s experience. You want to find a reasonable balance of earning revenue and satisfying the desires of your user base. Too many intrusive or annoying ads could result in deletions and use of your mobile app.

Lengthy Registrations or Sign Up Requirements – It’s understandable that as a mobile app host that you want to collect some amount of information from the people who are using your app. It’s a good idea to streamline the Registration or Signup form as much as possible. It can be challenging to use a mobile keyboard to input information including a full name, email address, mobile phone number just to get started.

Tips For Higher Mobile App Customer Retention

Implementing a mobile app is certainly an investment in your business or Organization. You want to maximize the return you get on this expense. Here are some ideas to improve your results across the board.

Optimize the Operations – Take the extra time to test and optimize your app for the best possible performance. A mobile app that works flawlessly is one that will get enjoyed more than an app that experiences frequent crashes, is slow to start, or freezes the user’s mobile operating system. 

After this initial testing period, be sure to monitor and evaluate your app to keep it running at peak performance.

Use Push Notifications – Instead of having a dormant app that’s overlooked and forgotten, push notifications sent directly from your mobile app empower you to grab the attention of your user base and increase the retention rate of your mobile app user base. While you don’t want to inundate your mobile app users with push notifications, sending the occasional update with an offer or other pertinent information helps re-engage these users if they’ve forgotten about your mobile app.

Find A Fair Balance Of Ads – There’s nothing wrong with wanting to generate revenue from your mobile app. However, for best results over the long run, finding a fair balance of the ads that you display helps keep everyone happy. Mobile app customers are using your app willingly, so satisfying their desires while meeting your revenue targets is the sweet spot! Be particular about the ad networks and feature ads you run. If possible, keep the ads as closely tied to the general industry or vertical your app targets. Ideally, running promotions or special offers that result in direct sales for your company result in more sales and income than using advertising platforms to monetize your app.

If you want to learn more about mobile apps and how they can help your business grow, contact the team at Colleen Eakins Design via the contact form. We’re happy to help with everything from mobile app conception to completion!

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Why Use Live Chat On Your Site?

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If you’re like most people, there’s been a time when you’re looking for something very specific online. After scouring several websites that sell the item, you notice a key feature omitted from the product description. As a responsible shopper who doesn’t like to spend extra time and energy making returns, this could be the moment that you decide to move on to another website to find what you seek. That is unless the site operator has the foresight to offer Live Chat support for roving visitors who could use some extra assistance.

Improve Customer Satisfaction and Retention Rates with a Live Chat Operator

Instead of letting your potential customer drift and search looking for the information they seek, a Live Chat operator can offer assistance and answer any questions while the visitor is engaged on the site, without having to move the conversation offline via a phone call. A Live Chat Operator helps streamline your operations by providing customers and potential clients with a convenient way to get answers to the questions they have without a lot of extra “friction” or waiting.

Businesses of all sizes can benefit from using a Live Chat Agent on their website for a multitude of reasons.

A Live Chat Operator Can Monitor Website Traffic

These days, website traffic is a valuable commodity. For companies that invest in advertising and promotions to augment organic website traffic, it’s essential to try and gain a return on that investment. A Live Chat Operator can, in essence, work as a set of extra eyes to monitor the click paths that visitors take once they’re at the site. Furthermore, the operator (or automation) can “push” a conversation to answer any questions or engage with the visitor if they appear to be having issues navigating the website. By offering assistance, this can help identify navigational problems at your site that could potentially cost you lost revenue from abandoned or dropped carts. By improving your overall user experience, you’re building a stronger relationship with your customer and making your website better.

Increase Trust In Your Brand

Another big hurdle for smaller, less known ecommerce sites is building trust and confidence with potential clients who may not be particularly familiar with your brand. For new customers, the presence of a Live Chat operator at your site offers reassurance that they can get help with the click of a button. Depending on the level of service you’re willing to provide via Live Chat, you may even be able to help people who are having difficulties processing their payment. Web sites that use Live Chat maintain a higher customer satisfaction rate, because most consumers who shop online prefer using a convenient Live Chat over making phone calls to answer questions or resolve issues.

A Live Chat Operator Can Offer Immediate Responses And Timely Resolutions

Live Chat offers a real-time solution for your clients. On average, it takes less than a minute for a Live Chat operator to resolve most questions or issues concerned with their website visit. Live Chat Operators can be utilized in a number of different ways, from sales to support, and all aspects of customer service in between. When helping with sales, your Live Chat operator should be knowledgeable enough to assist customers with their inquiries and orders. If you also provide technical or product support, the Live Chat operators should be well trained and have access to all applicable materials to provide a stellar level of customer support. Your Live Chat operator serves as a first-line customer service agent who can handle first line questions, and if needed, refer the client to the next level of customer service when necessary.

For business owners who are interested in boosting the results from your web presence, Live Chat is an affordable and smart addition to your web development roadmap. Additionally, installing Live Chat helps improve productivity in your organization. Depending on the nature of your business, Live Chat can be used to assist in scheduling appointments with your sales force or employees of your business, which makes life a little easier for everyone. As you can imagine, this simple addition to your web presence is certainly worth the expense when you factor in the returns you can get from your investment.

In a nutshell, everyone wins. Online business operators can expect that customer satisfaction and conversion rates to increase because they’re taking the extra steps necessary to assure a seamless – and timely – user experience. Clients who receive the highest level of care throughout the purchase cycle are more likely to become loyal customers who tell their friends about your business, which directly benefits your company.

Take Customer Service To The Next Level!

Another tremendous benefit of offering a Live Chat to your website visitors is the fact that it’s a great platform for building and improving customer relationships. According to reports, nearly 65% of online shoppers that engaged in an online chat stated they would use the site again for their shopping needs. It’s no secret that converting a one-time customer into a repeat buyer is a business’ dream, and Live Chat empowers you to provide the exceptional customer service loyal customers are looking for when buying products or services online.

Customer service is your first-line offense and defense in business. You want to go the extra mile to make a favorable impression. Live Chat allows you to interact with website visitors in a meaningful way on a platform that’s convenient to them, regardless of whether they’re browsing your site on a desktop computer, a laptop, a tablet, or a mobile phone.

By having a friendly and responsive Live Chat Operator available at your site, you are taking your Customer service capabilities to the next level. It’s an easy way to stay on top of your business game! Plus, if this is a website feature that your competitors aren’t offering at their site. You no longer have to let a person who might just have a quick question about your products or services leave your site because they weren’t able to find the answer easily.

If you’re ready to boost sales, customer satisfaction, and productivity at your business, you can’t go wrong with Live Chat! Need to implement a Live Chat feature on your website? Give us a shout via the contact form and let’s talk about it!

Push Notification Marketing Best Practices

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If your business has recently launched a mobile app, you’re probably enthusiastically entering the world of push notification marketing. Congratulations on your new app and for taking a powerful first step towards expanding your marketing program! However, it’s worth pointing out that you should temper your enthusiasm with some of the important realities of the technology.

For instance, the fact you CAN push messages doesn’t mean you should always do so. People will start to think of your brand as annoying if you send too many messages. That’s why most brand managers now expect push messages to follow the same general principles that email marketing follows. For example, get subscribers to opt into push messages and give them a way to turn them off if they don’t want to hear from you. The basic principles of exchanging value for their consent to send messages applies. Once that is in place, continue to follow best practices to achieve optimal results.

Seize on Events to Send Push Messages

People will be happy when you send them reminders of important events. If your product or service has updates, let them know. Reminding someone they have an appointment with your office is a perfect use of a push message! They’ll love knowing you care enough and are professional enough to let them know ahead of schedule. Obviously, the type of app and the nature of your app dictate the kinds of messages you send. Stay timely, and you will have an advantage.

Pay Careful Attention to Your Language Usage

Push messages are succinct. That’s fantastic, but means you have added responsibilities. You need to be entirely precise about what you say. Don’t ever use language that is scary or scolding! Be as friendly and professional as possible. If you have a new version of something, tell people! Also, include any information that you consider to be crucial to communication. It also makes sense to use a “voice” that’s congruent with your overall marketing. That way people will identify with your brand easier.

Location-Based Messaging Is Possible

You may want to notify people based on proximity to your location. If they are local customers who happen to pass within a mile or two of your business, let them know you’re open! You don’t want to be creepy about it, but a gentle nudge based on proximity tends to convert well. You have a unique chance to create a bond with people through the use of mobile marketing. Think like them and get feedback from individuals who use your app and frequent your business. They’ll have plenty of actionable advice for you to use to improve your offering.

Send Alerts That Users Simply Must Have

Another successful class of push messages is the alert of an important trigger. Perhaps a product reaches a certain price point that a user wants. In such a case a push message will drive them to purchase directly. You may even decide to offer a discount to someone who is on the edge of buying. There are a number of ways to approach the subject, but notifications that directly help create sales are always powerful.

Your Imagination Is the Only Limit

You can use push messaging in any manner you like, as long as you meet the technical requirements. If your app sorts or ranks, you can send notifications of items based on sorting and ranking! Whatever functionality your app has can be translated into messaging. What matters most is that the output is useful and demanded by users. There’s nothing wrong with experimenting, especially if you take feedback. Adding features based on customer suggestions is one of the strongest ways to encourage loyalty. Brainstorm with your team to come up with unique and engaging ways to use the technology. It may be surprising just what you discover!

Build in a Response Mechanism

As you know, people don’t like waiting around for answers! If people get in touch with your company, they expect you to respond. Don’t make people wait when using your app. If you do, they’ll simply drop it and move on to greener pastures. Give some serious thought to the structure of your messaging. Automation could be the road to take, when possible. If your user base grows rapidly, you may be unable to respond to messages or users individually. If that’s the case, set up mechanisms that help them discover answers for themselves. That will keep everyone happy when using your program.

Think Like a Marketer

Apps are a chance to reach broad markets. Push notifications are a way to keep people coming back. Those companies who implement marketing strategy across their entire spectrum of channels are making fantastic use of this form of messaging. All it takes is a mindset that says “how can I serve this customer best?” Once you think about what they need and how to provide it, the rest comes easy. You aren’t alone in your project. If you think handling this many details is overwhelming, find a qualified professional to handle it for you. Your campaign needs to work well but it also must satisfy your business objectives. If it doesn’t, you’ll be supporting an app without reaping the rewards. Put marketing at the forefront of everything you do and you won’t have any problems growing your user and customer base significantly.

These are exciting times for mobile marketers who use push notifications. In many ways, the industry is still in its early phase. There are plenty of opportunities to take advantage of if you’re willing to put in the effort. Don’t have a mobile app yet? Contact us today to have one developed. We’re big believers that small businesses benefit enormously from having a mobile app and push notifications are the extra frosting on the cake. Developing an app is a strong first step towards reaching the vast network of mobile users who dominate the digital landscape. Once you achieve a foothold, you’ll be able to work on growing your user count every year. With the right framework in place, you’ll find that this is the most responsive type of marketing you’ve ever done.