“Braintree may be part of the eBay/PayPal empire now, but it’s not abandoning its focus on becoming the payments provider for emerging startups. Braintree, in fact, is trying to add virgin e-commerce, m-commerce and collaborative consumption companies to its roster by offering to process the first $50,000 of their transactions for free. Braintree started the program, called Ignition, in 2012 with the aim of getting 1,000 startups set up for payments, and companies like Everpurse and Tastemaker signed up.” [Source: GigaOm]
“eBay announced the launch of Smart Hashtags on Wednesday. Users can click on the share widget on a product, guide or other page to share to Twitter or Pinterest, and a box pops up with a shareable link, a text phrase or product title, and one to three of the smart hashtags.” [Source: WebProNews]
“Aslaug Magnusdottir brought the designer trunk show online when she co-founded Moda Operandi, a site where shoppers order fashion straight off the runway, before it has even been produced. The site helped revolutionize the way luxury clothes are sold. Now, Ms. Magnusdottir, an Icelandic fashion investor, is launching a retail site bringing advances in customization from mass-market retailing to the luxury fashion world. Starting later this month, her new venture, called Tinker Tailor, is set to sell clothes from roughly 50 labels including Giambattista Valli, Rodarte and Alberta Feretti while offering consumers ways to alter certain aspects of the designs.” [Source: The Wall Street Journal]
Operating a contact center, or paying a third party to manage it for your business, is an expensive endeavor. One of the key factors that drives up costs is contact volume, or the number of inbound inquiries being handled by agents.
So, if you know that reducing inbound inquiries reduces costs, the goal is to find a way to eliminate a customer’s need to pick up the phone or send an email. To achieve this goal, there are several factors to consider. A good place to start is making sure your agents are answering every question posed by the customer.
As part of StellaService’s normal operations, StellaService Analysts include two questions in every email to customer service departments. This metric helps retailers to determine if their agents are being thorough, eliminating the need for another contact.
For example, in one interaction from this study, the agent was asked: “If I’ve already placed an order, can I get a faster shipping method? Can I change the shipping …
Here at Happy Customer we’re fortunate to have the opportunity to regularly interview customer service experts, speakers, consultants, authors and more. In some cases these experts work within online retail, in others, their expertise spans multiple industries.
We’ve selected some of our top quotes from interviews and hope they provide you inspiration and guidance along the path to delivering great customer service.
1) “Providing great customer service in our technologically altered world isn’t a fundamentally different proposition than it was a decade ago, but it’s faster. More transparent. More twitchy. Unforgiving. Viral. Magnified. But still created by, and for, people. People are central on both sides of the service interaction.”
-Micah Solomon, Customer Experience Consultant and Speaker
Read our review of Micah Solomon’s latest book, High-tech, High-touch Customer Service, here.
2) “One of the struggles service has had is proving its value, but …