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Tips, tools and tricks to grow your business on the web fast...

Conventional Systems aren’t built around the customer

What is an intelligent system? Is there really such a thing as an intelligent customer support system? The truth is that any product or service, whether an IT system or a hamburger must the needs of its target audience. That is what an intelligent system does. Conventional customer support systems such as e-mail or ticketing […]

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4 Reasons Why Traditional Customer Support Systems don’t work

The Big Picture Most companies start off with a simple email address or a contact form and soon enough, discover that it doesn’t meet their needs. Their staff are inundated with repetitive mails, and irritated by the monotony of questions. They find themselves wasting time on such tasks. Nor are customers happy with the slowness […]

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Why Your Customers Continue to Leave You

Put yourself in their shoes! Imagine this situation. You walk into a store looking for a pair of wrinkle-free trousers in a light brown color. You don’t find the pair that you want in your size, and the colors available don’t catch your fancy. You can’t find anyone in the store whom you could check […]

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What do you Really Need from a Customer Support System?

The Importance of Customer Support More and more businesses are realizing that customer support is not just something that you “have” to do. It is something that can be a weapon in your arsenal. Companies that truly believe in delighting their customers find that even in tough times, they have a loyal base that keeps […]

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Conventional Customer Support Tools that Don’t Work

Customer Support: Simple, Yes. Basic, No. Simple and Basic aren’t really the same. While your customer support system must be simple and easy to use, both for customers and staff, it cannot be basic. It must address customer needs well. Many businesses miss this distinction.

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The Sameness of Customer Service

Trapped in the Mire of Customer Queries While small businesses love to hear from their customers, sometimes, it can be overwhelming. Let’s imagine that you are a small business owner in Chicago supplying hand-crafted dolls. The business has grown and the team now has four employees, who among them, stitch the dolls, take in orders […]

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Web 2.0 and the Rise of Multiple Voices

The Amplifying of Bad Press Your customers are now complaining not just to the small circle of people they know. With the growth of social media such as online communities and blogs, everyone can speak to a larger audience.

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Learning Customer Service From the Airline Business?

In the 1970s, the airline industry was getting commoditized. Everyone had similar planes, the food was awful in most cases, and airline companies provided high levels of service only to business or first class passengers.

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Singapore Airlines: A Case for Superlative Customer Service

Flying is about getting from Point A to Point B In the 1970s, the airline industry was getting commoditized. Everyone had similar planes, the food was awful in most cases, and airline companies provided high levels of service only to business or first class passengers. Sounds like an industry on its way down or an […]

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Can Customer Service Really Impact Your Bottomline?

Food for Thought: Customer Service Still Matters Most of us believe that when the economy is down, people will just choose the lowest-priced product. Is this really true? A recent Customer Experience Impact study* in the U.S revealed two interesting facts. One, even in a dull economy, 58% of American customers were willing to pay […]

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The Business Case for Delighting Your Customers

Cost-Cutting, the Magic Word. Or Not? As the recession grows and business slows, are you tempted to look at cost-cutting as the solution to all your problems? No doubt, keeping costs on a tight rein will help you maintain some profitability. But while such steps will be necessary, are they sufficient to grow your business? […]

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