StartupTalky

Tag: Customer Service

  • 7 Ways to Automate Customer Service | Pros & Cons of Automated Customer Service System

    Automation is the term that seems to fit in almost every work situation these days. In this fast pacing time, it is important for people and businesses to automate as much of their work as possible. This not only saves time and energy but also makes the processes more efficient.

    When it comes to customer service, some businesses view it as a necessary evil, while others see it as an opportunity to stand out from the competition. Whether you fall into the former or latter category, there’s no denying that automating your customer service can save your business time and money.

    For example- Chatbots are a great way to automate customer service as it provides the customers with instant responses 24/7. In the case of the airline industry, customers can look for all the flight information, find the best option, and book a ticket with the help of chatbots. In this way, customers get to have all the necessary details in an easy conversation.

    What is customer service automation?

    Seven Ways to Automate Customer Service Process

    1. Automate Customer Service Processes with a Chatbot
    2. Use an AI-Powered Live Chat Tool
    3. Take Advantage of Automation Tools
    4. Implement an E-commerce CRM
    5. Use a Help Desk Ticketing System
    6. Use Social Media Automation Tools
    7. Automate Your Customer Service Reporting

    Pros of Automating Customer Service Process
    Cons of Automating Customer Service Process

    Seven Ways to Automate Customer Service Process

    There are a number of ways to automate your customer service. One of the most popular is to use a chatbot. Chatbots are computer programs that can mimic human conversation. They can be used to answer common questions and help direct customers to the right resources. One can also automate customer service using an interactive voice response system. This allows customers to get the information they need without having to speak to a live agent.

    The following are the seven ways to automate your customer service process:

    How do customers perceive chatbots?
    How do customers perceive chatbots?

    Automate Customer Service Processes with a Chatbot

    A chatbot can help you automate customer service by providing answers to common questions, routing customers to the right support agent, and even handling simple tasks like scheduling appointments or placing orders. You can create a chatbot using a chatbot platform like Chatfuel or Botpress, or you can use a chatbot builder like Manychat to create a chatbot without any coding.

    Use an AI-Powered Live Chat Tool

    An AI-powered live chat tool can help you automate customer service by providing instant answers to common questions, routing customers to the right support agent, and even handling simple tasks like scheduling appointments or placing orders. Live chat tools that use AI include Zendesk, Drift, Intercom, etc.

    Take Advantage of Automation Tools

    One can always take advantage of automation tools. For example- Zapier is an automation tool that lets you connect different apps and automate tasks between them. You could use this tool to automatically add new contacts from your CRM to your live chat tool or to send a follow-up email after a customer support conversation automatically.

    Top 7 Customer Retention Tools to Help You Retain Customers
    It is crucial for any business to retain its customers for long. Popular customer retention tools include Amplitude, Zendesk, Qualaroo, and more.
    StartupTalkyMarlene Ann Anthony

    Implement an E-commerce CRM

    An e-commerce CRM can help you automate customer service by providing a central place to manage all your customers’ data, contact information, and support conversations. Plus, e-commerce CRM tools can automate tasks like shipping and order tracking, making it easy to keep your customers updated on the status of their orders.

    Popular e-commerce CRMs include:

    Best Hosting Provider For Ecommerce 2022
    Hosting providers serves website for eCommerce stores. The best eCommerce hosting providers are HostGator, Bluehost, SiteGround, Hostinger, etc.
    StartupTalkySubhajit Mitra

    Use a Help Desk Ticketing System

    A help desk ticketing system can help you automate customer service by organizing and tracking all your customer support conversations in one place. A help desk ticketing system can also automate tasks like assigning tickets to the right support agent and sending notifications when a ticket is updated. Popular help desk ticketing systems include Zendesk, Freshdesk, Zohodesk, and Help Scout.

    Use Social Media Automation Tools

    Social media automation tools can help you automate customer service by posting updates, responding to comments and messages, and even monitoring for keywords and hashtags. Automated customer service on social media can help you stay connected with your customers and resolve issues quickly.

    Social media automation tools include:

    Automate Your Customer Service Reporting

    Zendesk Insights
    Zendesk Insights

    Customer service reporting can be time-consuming, but tracking metrics like customer satisfaction and first-contact resolution are important. Automating your customer service reporting can help you save time by always generating reports on a schedule to have the latest data. Reporting tools that can automate customer service reporting include Zendesk Insights and Helpshift Analytics.

    Pros of Automating Customer Service Process

    73% of customers consider good Customer service Experience is the key factor in Brand Loyalty
    73% of customers consider good Customer service Experience is the key factor in Brand Loyalty

    The customer service process is extremely important and automating it can be really effective for a whole lot of businesses. The following points show the pros of it:

    • One of the pros of automating your customer service process is that it helps to improve efficiency and productivity within your organization.
    • By automating certain tasks, you can free up your staff to focus on important tasks that require more attention.
    • Another advantage is that it can help improve the quality of your customer service by ensuring that tasks are completed correctly and in a timely manner.
    • It can also help to reduce the overall cost of your customer service operation by eliminating the need for manual labor.
    • Finally, automating your customer service process can help improve your customers’ overall satisfaction by providing them with a more efficient and effective customer service experience.

    Social Media Customer Service: Best Tricks and Tips
    Social Media Customer Service is helpful to build a strong brand image. Learn how it’s helpful and How to plan Social Media Customer Support.
    StartupTalkyJhalak Mogra

    Cons of Automating Customer Service Process

    Automated customer service definitely ups the game for many businesses, but it might just not be the perfect thing for others. The following are some of the disadvantages of automating your customer service process:

    • One of the potential drawbacks of automating your customer service process is that it can lead to a more impersonal experience for your customers. Automation might not be the right solution if your goal is to create a more personal relationship with your customers.
    • Another potential drawback is that automated systems can sometimes be less reliable than human customer service representatives. If your system goes down, or if there are technical issues, your customers will not be able to get the help they need.
    • Automated systems can also be more expensive to set up and maintain than traditional customer service solutions. If you are on a tight budget, then automation might not be the right choice for you.
    • Finally, automated systems can sometimes give customers the impression that they are talking to a machine rather than a real person. This can lead to frustration and even cause some customers to take their business elsewhere.

    If you consider automating your customer service process, carefully weigh the pros and cons. Automation can offer many benefits, but it is not right for every business. Make sure to consider all of the potential drawbacks before making a decision.

    Conclusion

    Automating your customer service can provide a better experience for your customers while freeing up your team to work on more important tasks. However, in some cases, automation might just not be the right thing for some businesses. The above-mentioned are some of the most important points that will guide you to automate your customer service process.

    FAQs

    Can customer services be automated?

    Yes, it can be automated. More businesses are now keener to automate customer services as it improves customer experience and employee satisfaction.

    What are automated reporting tools used for?

    Automated reporting tools are used by professionals to make and share organizational reports at particular intervals without updating the information each time.

    Which are the top software to automate customer service?

    The Best tools to automate customer service are:

    • Zendesk
    • Freshdesk
    • HelpScout
    • Agile CRM
    • Groove
    • Zoho Desk

    What is a help desk ticketing system?

    A help desk ticketing system is software used by customer support teams. It is used to create, maintain, and manage lists of customers’ problems.

    What are examples of automated customer service system?

    Some examples of automated customer service system are:

    • Self-service portals
    • Standardized email replies
    • Live chat and Chatbots
    • Virtual Assistant
    • Ticketing tool to assign tickets to the relevant team

  • 20 Tips for Providing a Better Live Chat Support to Your Customers

    Customer satisfaction is the key to customer retention and business sustainability. 83% of customers become loyalists when a brand prioritizes and resolves their queries. Yet, a lot of businesses are not able to deliver effective and timely customer service. Why? It is hard to set an SOP, train personnel, and deal with multiple complex customer issues.

    An efficient solution that came up recently was live chat support. Live chat customer service is a real-time customer conversation that addresses their pain points and blockers. It is an online tool that enables customer interaction, recording transcripts, and sharing resources. In a nutshell, it fills all the gaps in the prevailing customer support system.

    Need for a Live Chat Support System
    Benefits of Live Chat Support
    1. Aim for Quick Responses
    2. Benefits of Live Chat Support
    3. Follow Up
    4. Apt Opening
    5. Use Canned Responses
    6. Use Web Analytics
    7. Limited Hours
    8. Stick to a Defined Purpose
    9. Concise Solutions
    10. Transition Through Channels
    11. Consistent Brand Voice
    12. Inclusivity (Multilingual Support)
    13. Automate
    14. Proper Training
    15. Strategic Positioning
    16. Offer Resources
    17. Chat Archive
    18. Provide Detailed Solution
    19. Pre & Post Chat Survey
    20. Limit to Certain Pages

    Need for a Live Chat Support System

    Live chat support can strengthen customer relations which strengthens your business goals. Customer satisfaction is a non-negotiable aspect of a business and lives chat services take businesses a step closer to that. However, there are some problems that businesses face with live chat systems such as:

    1. Lack of personalization,
    2. Lack of trained people,
    3. Missing SOPs, and
    4. Prolonged hours to resolve a complex query.

    Below are some strategies that enable you to leverage live chat support to its full potential. But before that let us have a look at its benefits.

    The above graph shows the customer satisfaction rate with respect to different methods in percentage
    The above graph shows the customer satisfaction rate with respect to different methods in percentage

    Benefits of Live Chat Support

    Live chat service benefits are not confined to customer service. Not only is it crucial for customer service teams, but also the marketing and sales teams can leverage this tool. Here are 5 advantages that live chat support offers that could potentially boost your business growth by 4-8% in the market.

    Insights Into Customer Pain Point

    Real-time conversations with customers not only resolve their problem but also equips you with their pain points. If you receive recurring feedback or query in your inbox, you might need to look for an effective solution that handles it permanently.

    For instance, you might get a lot of DMs regarding the refund policy from your shipment cart page. Then, adding more details in the same regard on the individual product pages would increase customer satisfaction. 80% of customer service teams depend upon insights and customer satisfaction reviews to improve themselves.

    Build Trust and Rapport With Customers

    Live chat support indicates that you prioritize customers and their needs. Every resolved query builds trust with the customers. Especially with live chat service, the conversation seems more genuine and natural. It is comparable to telephonic conversations that connect the agent with the customer and boost credibility.

    Enhanced Conversion and Retention

    Live chat support is timely and has a natural flow of conversation. As a result, customers trust the brand which boosts conversions and customer retention. In fact, 93% of satisfied customers go for repeated purchases from a brand.

    Also, since the live chat service solves customer queries almost instantly, it leads to better conversions and reduces abandonment cart rates. The conversion goes up to 2.8x after an interaction on a live chat session.

    Get Competitive Advantage

    Having a robust live chat support system is a competitive advantage. How? 65% of customers switch to an alternative if the brand does not prioritize customer service. Moreover, 80% of users move to a competitor after one bad customer service experience.

    Live chat service fills in the gaps of the traditional customer support system such as delays in responses and lack of effectiveness. Hence, it can give you an edge over other players in the market.

    Make More Money!

    Customer satisfaction means better conversion, customer retention, and competitive advantage. Eventually, real-time conversations can give incremental growth for business revenue by 15%.

    68% of customers are willing to spend more on brands that offer good customer service. It comes from the fact that customers trust these brands which helps them scale in a way of word-of-mouth and repetitive purchases.

    Communication Tools Every Startup Company Should Use
    Effective and efficient communication is important and integral for every kind of company including startups. There are lots of communication tools that you can use.
    StartupTalkyParnas Ghosh

    Tips for Providing Live Chat Support

    64% of customers prefer a real-time communication mode while shopping. A business that employs it efficiently can improve its NSP (Net promoter score). However, there can be several gaps while deploying this system. So, here are 20 strategies that can bring better results and cover all the loopholes.

    1. Aim for Quick Responses

    90% of customers want a quick response from the brand. But how much quick? 10 secs? 1 min? 5 min? 60% of customers mark quick as 10 min of wait time. Timely responses are crucial for customer support.

    They are the real deal-breaker. With live chat support, accepting a chat request and finally resolving a query takes time, especially if there is a lot of traffic at the chat support. However, the agents should try and juggle a few customers at a time to reduce the waiting time.

    2. Benefits of Live Chat Support

    An agent can not possibly have answers to all the queries. A crucial role in timely reply is transferring the chat to the right department. The right agent would be more prompt with the replies.

    Also, it enhances the relevancy of the solution offered. Hence, all the departments should cooperate to achieve customer satisfaction. After, a good customer service team also needs to collaborate with the marketing, sales, and product team to ensure 100% customer satisfaction.

    3. Follow Up

    Oftentimes, an agent does not have an answer. Even after transferring, the solution is still ambiguous. How to handle such a situation? Firstly, let the customer know that the solution is on the way. It might take some time. Secondly, thank them for being patient, waiting, and sharing the query.

    Lastly, switch to another mode: Email, or messaging to share the resolution when available. In this case, following up is critical with the solution. It shows brand commitment and enhances brand rapport.

    4. Apt Opening

    The ChatBot is a great example to understand the effect of humanly messages
    The ChatBot is a great example to understand the effect of human messages

    Opening the conversation in an apt way influences the end result. A robotic or automated message drives away the customer. Your opening/ greeting should be natural and personalized. But how do you personalize? By tracking the user’s web history. Apart from that, the trigger replies should also be more human-like. Something like:

    “Hey, I saw you checking our enterprise products. Can I guide you in your journey?”

    “Hey, You visited our blog section. Is there some specific topic you wish to know about?”

    5. Use Canned Responses

    An example of a canned response
    An example of a canned response 

    Canned responses are crucial to save time and handle multiple customer chats simultaneously. They are templatized responses that help the agent answer FAQs promptly. However, instead of trigger-based canned responses, offer selective canned responses. In this case, the agent can select the response to send depending upon the customer’s query. It is relevant and quick.

    6. Use Web Analytics

    Web analytics can help you provide a relevant, personalized solution to the customer. It consists of the recent pages that the user visited on the site and helps the agent map the customer journey. As a result, the agent gets a brief history of the customer and enhances the solution offered. The agent can give a better response that fixes the query, removing unnecessary friction.

    7. Limited Hours

    An example to understand that 24/7 service is not always provided freely or one can set limited hours for it
    An example to understand that 24/7 service is not always provided freely or one can set limited hours for it

    Even though, chatbots are great at providing 24/7 customer support; live chats are better as the experience is genuine and human-like. Also, the responses are more effective. 43% of users prefer live chat support for customer services against 32% for telephonic conversation and 23% for emails.

    But, you can not hire agents that work 24/7. Hence, having limited hours for live chat support that are clearly stated on the website, increases the efficiency of live chat support. It might lead to immense traffic at specific hours but your team should prepare accordingly to handle the number of customer queries.

    8. Stick to a Defined Purpose

    The agent should set clear expectations and a specific purpose for each chat conversation. Otherwise, it might lead to prolonged unproductive chats with a customer. You want to save agents time and resolve customer queries. Setting boundaries and understanding customer pain point makes it easier to provide solutions promptly without deviating from the core issue.

    9. Concise Solutions

    An example of a concise solution
    An example of a concise solution

    The solution provided should not be open-ended. You do not want your customer to roam on your website for another hour and then move to a competitor’s website in search of the right solution. You should solve the query with a specific direct response that gives the user clarity.

    The user should know their exact next steps and not be left ambiguous. Also, if the solution is lengthy, break it down into smaller sections that are easy to comprehend and follow.

    10. Transition Through Channels

    An example of how a transition through channels can take place easily
    An example of how a transition through channels can take place easily

    Oftentimes, the agent has to switch between the channels. The right agent knows when exactly the transition happens. Transition at the right time reduces friction, solves purpose, and enhances customer satisfaction.

    For instance, if the agent does not have an answer for the query. They can simply request the user to submit the email or shift to some other channel where they can connect later.

    11. Consistent Brand Voice

    Be it content or customer support, having a consistent brand voice helps establish brand image and enhances brand recognition. It improves relations with the customer by distinguishing the messaging.

    Also, it separates you from your competitors and optimizes your brand impression. For instance, Zomato is always seen as a brand with puns and a comical brand voice. So, sticking to a brand voice can critically impact brand reputation.

    12. Inclusivity (Multilingual Support)

    An example of a multilingual chat support service
    An example of a multilingual chat support service

    Inclusivity is prioritized by many brands in their product line and message. With live chat support, multilingual support is the most significant aspect of being inclusive as a customer support team. Also, understanding customer pain points and their needs is crucial. Moreover, If you are a global brand, it is critical to opt for multilingual service that improves customer relations.

    13. Automate

    As mentioned above, your agents can not work 24/7. Hence, taking helping hands from AI and automating processes can extend customer support hours. Also, AI enables prompt replies, saves money, and gathers more information about the user.

    However, you can not totally rely on these as they would eliminate the human touch. After all, 69% of customers prefer real-time communication over chatbots. It covers up for out-of-office hours of agents and keeps customer service active at all times.

    14. Proper Training

    Agents play an important role in live chat support services. They are the front face and interact with the customers. Hence, giving them proper training to initiate conversation, continue the interaction, solve queries, switch channels, and close the right way gives them an edge.

    Also, having agents with cross-departmental knowledge promotes self-reliance which enhances response time. You could hire personnel to give training or have short training sessions to equip agents with the right knowledge and skill set.

    15. Strategic Positioning

    An Example- The chat icon is located at the corner that is not affected with scrolling of the page
    An Example- The chat icon is located at the corner that is not affected with scrolling of the page

    Placing the icon for a live chat in the right place is also important. You do not want it to bury in some corner where is it not even visible. It should not be on your face that covers the entire webpage.

    Place your live chat icon in the corner of the page which is visible throughout the scrolling window, which means it should not be restricted to the end of the page. Also, the working hours should be clearly stated along the icon or after the chat window pops up.

    16. Offer Resources

    Often the solution is not restricted to a few steps or a small conversation. In such cases, the agent needs to share relevant resources that clear user queries. Also, resources are a great way to end the conversation as the user leaves with additional information.

    Another situation is when your agents face a recurring query. In such cases, you can create a dedicated resource that addresses customer pain points which can be shared as and when needed.

    17. Chat Archive

    Live chat support comes with an option to save the transcript and record it all into your CRM. But how does it even help? It helps in recording customer query history and helps to follow up for future conversations. Also, you can share a chat transcript with the customer if the solution was more broad and intricate. It acts as a resource itself.

    18. Provide Detailed Solution

    Even though it is recommended to keep conversations in a live chat concise, the agents should aim to provide a detailed solution. They should not miss any aspect which might increase friction. You should provide a comprehensive solution either in smaller chunks or via a shared resource that gives the customer clarity and satisfaction.

    19. Pre & Post Chat Survey

    An example of a pre and post survey form
    An example of a pre and post survey form 

    Pre and post-chat surveys save agents time and help in measuring NPS. The pre-chat survey includes basic details about the customer and their problem. This helps in finding the right agent beforehand and reduces friction to switch between different personnel. The post-chat survey is more of a feedback form that enables you to analyze gaps and improve customer support service.

    20. Limit to Certain Pages

    It is advisable to place the live chat button on specific high-traffic pages to save time and effort. This directs the effort in the right direction to offer maximum value. Live chat support is a high-value customer support system that should be leveraged appropriately.

    Work-life Balance is The Key to Corporate Survival
    Work Life Balance is the new key to success. Read to know about how employers can maintain employee wellness by giving perfect work-life balance.
    StartupTalkyPreeti Karna

    Conclusion

    73% of customers are satisfied after a live chat support session as compared to 61% for emails and 44% for phones. Live chat is appreciated and chosen by the customer. The companies need to embrace the technology and use it efficiently to bridge the gap between customer satisfaction.

    These were 20 tips that increase the efficiency of your live chat support system. There are only four key aspects of successful live chat support: relevance, empathy, conciseness, and personalization. If you achieve these four goals, you will probably ace the customer service tool: live chat.

    FAQs

    Why is live chat important for customer service?

    Live chat is essential for customer service as it helps in many aspects that can build the trust and relation between the customers and the firm. It creates a good rapport between customers and the firm and provides immediate solutions to customers’ queries and many other similar things.

    Does live chat increase conversion?

    Yes, customers can easily get an immediate reply to their query. This immediate response can create a good impression on them and can get more chance of increased conversion.

    What is customer support live chat?

    Customer support live chat is the facility given by different firms to their customers to have immediate access to the answers to their queries by the means of the official website.

  • Social Media Customer Service: Best Tricks and Tips

    The practice of using Social Media tools to resolve customer questions or concerns is known as social media customer service. Social customer support is extremely effective because it allows customers to reach out to your team on platforms that they already use. In terms of customer service, the utilization of social media is critical.

    The mutual benefits of ease of brand accessibility via Facebook, Twitter, YouTube, and other social media platforms allow for easy customer contact and engaging social activity, as well as brand building and broad contact across numerous platforms.

    The success of a brand depends on its ability to build relationships with customers through social media and how these channels are maintained. Sales, as well as Brand loyalty and Connection, can be influenced positively by social media. Even though social media was created primarily for personal use and to preserve personal contacts. It has evolved into a beneficial tool for building a community around brands as a result of its growth and popularity.

    Before the internet, the fastest and most effective way for customers to seek assistance from businesses was to make a phone call. Telephone calls had already surpassed the postal service as the quickest channel for customer service. After all, it’s called snail mail for a reason. Then came email, and the internet became the new destination for quick customer service. Social media interactions changed the game after we became used to email. With social media, you can connect with anyone in real-time, up to the second. That’s the new era of customer service innovation!

    Social media customer service takes advantage of established social media platforms’ immediate feedback systems. Furthermore, social media is a familiar place that customers use for a variety of other purposes, including connections with brands they enjoy.

    About Social Media Customer Care

    Developing a Plan

    Best Practises

    About Social Media Customer Care

    Social media customer care is a technique of offering customer help via social media platforms that is well-organized. It’s a vital and continuously expanding contact channel that complements call-based customer care in the overall customer service ecosystem.

    It includes assistance before, during, and after the transaction. Addressing complaints, providing advice, answering inquiries, and issuing refunds are all part of the job.

    10 Brand Health Metrics Every Company Should Track
    If you want to build a successful company here are some of the most important metrics you should track.
    StartupTalkyDiksha Sinha

    Developing a Plan

    Before you integrate social channels into your existing customer care operations, you’ll need a comprehensive social customer service strategy. A comprehensive social media strategy for customer service should include the following six key components:

    Establish Brand Monitoring

    The first step is to implement an active Brand Monitoring System on the social media platforms that your customers will use to contact you. You can do this easily with social media tools.

    Analyse Comments

    Determine what types of comments receive the most attention. Therefore, you won’t respond to only favorable feedback while ignoring negative feedback. The way you handle a negative review might sometimes help you gain new consumers.

    However, because social media isn’t a dedicated customer service channel, you’ll receive many more comments than your customer service personnel can handle. To deal with this, make a priority list so that your team can focus on the most pressing and vital concerns.

    Analyse the Comments you receive

    No to Late Replies

    Create a mechanism for quickly answering inquiries. With the speed of the internet, a late response might be as awful as no response at all. Your goal should be to respond to client questions as soon as possible. This needs a well-organized system with dedicated social customer service representatives.

    Customer Care Channel

    Consider establishing a specialized customer service channel. You can have a dedicated Customer Care Channel within the social media platforms in addition to having dedicated social customer support personnel. Customers who require assistance should be directed to your support profile via your social media sites.

    This will make it easier to track unique client requests and give a platform for customers to analyze previous requests that are similar to their own. Most importantly, having a distinct support channel will help you separate your social media content marketing and customer service operations.

    Manage Your Team

    Have the best internal practices for responses. Customer support isn’t just about solving customer issues. It’s a key tool in building your brand image. To achieve this, you need best internal practices that ensure your support team delights customers beyond solving their problems.

    Analyse Continuously

    Identify how you’ll track and report on your progress. It’s critical to track and report on your social customer service operations if you want to know how well you’re doing. Client satisfaction surveys can also be used to assess the quality of your customer service.

    The information you gather and the conclusions you reach can help you focus your efforts on areas that require more attention. Based on the volume of consumer inquiries, you may discover that you require more workers at certain times than at others.

    These steps can help you get the most out of your Social Media Customer Service. But let’s talk about the best practices that you should keep in mind.

    Best Practises

    Act Immediately

    If you quickly reply and resolve client complaints without diverting them to other channels. Your organization will acquire 3–20 percent more customer spending per interaction.

    Be Honest

    Just because your response time should be quick doesn’t mean you’ll be able to resolve all consumer issues quickly. Instead of making misleading promises, be honest with clients about how long it will take to handle their issues—even if that means accepting that you don’t know.

    Where to Answer

    Specific concerns must be settled in secret depending on the information involved. Determine whether to resolve complaints in public or private. If the process of resolving an issue will involve personal information, you can easily identify that this problem will require private resolution.

    As a result, your team should always keep track of such situations and urge clients to give the relevant personal information by direct message or email.

    Do not Ignore Queries

    Respond to all feedback, questions, and comments received via social media. If you don’t respond to any of your consumers’ concerns, you may never have another opportunity. Furthermore, such individuals may submit negative evaluations, making your organization appear untrustworthy to potential new customers.

    On social media, you must reply to any criticism, questions, and comments. Keep an eye on all of your mentions, check your direct messages (DMs), read your reviews, and keep track of any places where people are mentioning you.

    Use Names

    Use a person’s first name if feasible, and avoid being too scripted. It indicates that you are interested in learning who the client is, even if it just takes a few seconds to discover the client’s name.

    Respond Calmly

    Customers who have questions may be dissatisfied and frustrated. Keeping comments light and upbeat helps to steer conversations toward a satisfying conclusion rather than greater aggravation.

    Remember that you’re not simply dealing with your customers’ cognitive problems; you’re also dealing with their emotional states. However, the tone of your responses is determined by the tone of your clients’ inquiries.

    If a consumer speaks in a casual, amusing tone, respond in the same manner. If the customer’s tone is formal, your best bet is to respond in the same manner.

    How to do Brand Audit? | Why brand audit is important?
    A brand audit is an important way to analyze your business for business growth. Know how to do brand audit, why it is required and when to do it.
    StartupTalkySushree Sangeeta Behera

    Conclusion

    Customers and businesses can benefit greatly from social media. Using it for customer service is just one of the many ways to assist any company or brand’s growth. Higher turnover results from effective strategies and careful management. Aside from taking advantage of the competitive advantage provided by social media customer service. Smart businesses are constantly monitoring and adopting new social media trends.

    Advances in technologies such as artificial intelligence (AI) and chatbots will fundamentally alter how businesses handle support inquiries. The use of social media in customer service can have a significant impact on the success of your brand’s loyalty and advocacy. Using social media for customer service can take your digital community to the next level with the right preparation and listening tool.

    FAQs

    Is social media good for customer service?

    As the customers use social media to interact with friends and even with brands. Social Media is an excellent place for customer service. It should be used by brands for not only marketing but building a community.

    What are the benefits of Social Media Customer Service?

    Using social media customer service gives your customers easy access to your brand. As you respond to someone’s query in a positive solution that they need. It builds a positive brand image. Also, it is an opportunity for your brand to work on what customers need and update your product to what they want.

    How to handle Customer Service on Social Media?

    1. The response should be quick
    2. The response should be transparent and should not deviate from customers.
    3. Assess what problems are asked more and respond to them first.
    4. Try to respond to every query and be personal to show customers that they matter.
    5. Your answer should be friendly and optimistic.

  • Understanding the 7P of Marketing Mix

    Marketing is the elixir of a business, if done properly it can take your business to the top of the world and make it invincible. It is the most important step of a business. Without marketing, the survival of your business and the accomplishment of the dream of your entrepreneurship is not possible. Therefore, before emerging into the path of business, you need to be aware of marketing and its strategies

    Once anyone developed the marketing strategy there is a “7P formula” to evaluate and grow the business. The 7Ps model was originally devised by E. Jerome McCarthy and published in 1960 in his book Basic Marketing. Staying ahead of the digital marketing game can be tough, especially in the world of more competition and many trends and tactics. As products, markets, customers, and needs change rapidly, you must continually revisit these seven Ps to make sure that you are on track so that you achieve the maximum results possible in today’s marketplace.

    The marketing professionals who shape and implement a marketing strategy contribute directly to the economic growth of the nation. Marketing focuses on the most fundamental requirements of companies to identify customers, and research their needs and preferences. In this article, we will discuss the 7P of marketing, so let’s get started.

    Product
    Price
    Place
    Promotion
    People
    Process
    Physical

    Product

    The product is the goods or services that the customer buys. When you market your product you need to think about the key features and benefits that the customers want or need. Ask yourself critical questions like “Is your current product or service, or a mix of products and services, appropriate and suitable for the market and the customers of today? Is the product or service you’re offering enough for your customers?”

    The perfect product must be given value to the customers and also make a good impression. Some points you must keep in mind while deciding what product you should offer are below:

    • Quality
    • Image
    • Brand
    • Features
    • Variants
    • Mix
    • Support
    • Customer service
    • Use occasion
    • Availability
    • Warranties

    Price

    It tells how much the customer pays for the product. This refers to the pricing strategy for your products and services and how it will affect the customers. Your pricing should be in such a way that it brings profit to your business. It is the only element in the marketing that generates revenue others represent the cost. Develop the habit of continually examining and reexamining the prices of the products and services you sell to make sure they’re still appropriate to the realities of the current market and its trends. Many companies have found that the profitability of certain services and products doesn’t justify the amount of effort and resources that go into producing them.

    Pricing positions you in the marketplace. The more you charge, the value or quality your customers will expect for their money. Some points you must be kept in mind are below:

    • Positioning
    • List
    • Discounts
    • Credit
    • Payment methods
    • Free or value-added elements

    Place

    The place is all about how the product is distributed to the customer. The place where the customers buy a product, and the means of distributing your product to the right place will be appropriate and convenient. The product must be in right place at the right time in the right quantity. Customer surveys have shown that delivery performance is one of the most important criteria for the supplier. Sometimes change in place increases the sale from the previous place.

    The place also means the display of your products in customer groups it may be in varieties ways like High Street, Mail Order, or the more current option via e-commerce or an online shop. Some points you must be kept in mind are below:

    • Trade channels
    • Sales support
    • Channels numbers
    • Segmented channels
    Market Segments for Method Products
    Market Segments for Method Products

    Promotion

    Promotion talks about how the customer is found and can be persuaded to buy the product. Promotion is the way of communicating what it does and what it offers to the customers. It includes activities such as branding, advertising, PR, corporate identity, sales management, special offers, and exhibitions. Promotion must gain attention, be appealing, and tell a consistent message above all to give the customer a reason to choose your product.

    Promotion does not just mean communicating with customers. It is just as important to ensure your internal stakeholders are aware of the value and attributes of your products. Some of the elements of promotion are:

    • Marketing communications
    • Personal promotion
    • Sales promotion
    • PR
    • Branding
    • Direct marketing

    People

    This P of marketing says that the people who make contact with customers in delivering the product. The reputation of your brand rests in people’s hands. When you give excellent customer service you create a positive experience for your customers, and in doing so market your brand to them. Having the right people is essential because they are as much a part of your business offering as the products/services you are offering. Develop the habit of thinking in terms of the people inside and outside of your business who are responsible for every element of sales, marketing strategies, and activities.

    To be successful in business you must develop the habit of thinking I term exactly who is going to perform each task and responsibility. Some points you must be kept in mind are below:

    • Individuals on marketing activities
    • Individuals on customer contact
    • Recruitment
    • Culture/Image
    • Training and skills
    • Remuneration

    Process

    It tells the systems and processes that deliver a product to a customer. The process of giving service and the nature of those who deliver are crucial to customer satisfaction. Having a good process ensures two things:

    Small improvements in the processing or external appearance of your product or service can often lead to completely different reactions from your customers. Customers are not interested in how your business runs only matters is that the system works. Process in one of the ‘P’ which is frequently overlooked. Many customers will give up, go elsewhere and tell their friends not to use this company due to the poor processes provided by the company.

    This part of the process is the first expression of a company that many customers have. As a consequence, this ‘P’ could be a great source of competitive advantage if used wisely. Some points you must be kept in mind about the process are:

    • Customer focus
    • Business-led
    • IT-supported
    • Design features
    • Research and development

    Physical

    The last ‘P’ tells the elements of the physical environment the customer experiences. A service cannot be experienced before it is delivered. Physical evidence refers to everything your customers see when interacting with your business. This includes:

    • The physical environment where you provide the product or service.
    • The layout or interior design.
    • Your packaging.
    • Your branding.

    Almost all services include some physical elements even if the bulk of the customer is paying for them is intangible. The physical evidence demonstrated by an organization must confirm the assumptions of the customer. Restaurants are known to be 3 stars, 4 stars, and 5 stars. All such differentiation, and the target customer that accompanies such differentiation, is because of the use of physical evidence in marketing. Some points you must be kept in mind are below:

    Conclusion

    Once you implement all the 7P  in your business, it is ready to rock. Marketing helps people educate about a business’s products, services and the business overall. If a business aspires to be successful then it must implement all the 7P step by step, without missing one. These 7P are the reason for proper marketing of several popular brands.

    FAQs

    What are the 7P marketing mix?

    The seven P of the marketing mix are:

    • Product
    • Price
    • Promotion
    • Place
    • Packaging
    • Positioning
    • People

    What is marketing mix?

    A marketing mix consists of all the various areas of a marketing plan.

    What are the 4Ps of Marketing?

    The 4Ps of marketing mix are:

    • Product
    • Price
    • Place
    • Promotion

  • 10 Tips To Communicate Effectively With Customers

    As we know, apart from earning a reasonable profit, corporates are obliged to satisfy customers’ needs and demands for timely services, which is another ultimate goal for any business.

    Providing customer services is very important in retaining existing as well as new leads to grow your business, which should be followed before, during, and after the purchase of your products, because in that way they would likely continue doing business with you.

    In simple terms, customer service is a support system offered by a business to its customers to bestow providential experiences. As a result, retaining existing and generating new leads can be easily done through effective customer services.

    For instance, when you are at a physical store, the staff or manager will come along with you till you make it to the billing counter. Yeah, that’s very much likely to customer services, where the staff or employers would leave your side and support you till the end and after the sales.

    Some businesses still lack in generating leads or sales, even though they topped every aspect of marketing strategies, but lack one thing and that is- Customer service.

    You will succeed in excellent communication abilities, only if the customer comes back to you and willing to make another purchase with your business. Customer service should be offered before, during, and after-sales to help customers and businesses form a trusting connection. As the expression goes, “communication is key,” thus it is critical in business to develop your customer network as well as enable potential customers’ trust in your company.

    Communication tips are essential for maintaining a bond. Irrespective of the relation, the bond can break or make depending on the method of communication. The same is applied in the business too. A few of the customer communication tips are explained below.

    1. Learn About Your Customers
    2. Use a Friendly and Positive Tone
    3. Make Your Customer Comfortable
    4. Become an Active Listener
    5. Adopt Chatbot and Tech Tools for Convenient Communications
    6. Avoid Interruptions
    7. Create the Conversation Interesting
    8. Be Patient While Talking to Customers
    9. Become a Problem Solver
    10. Collect Your Customer’s Feedback

    1. Learn About Your Customers

    Before commencing the sales process, the agent or business manager should know the whereabouts of the customers. Customers’ demands and wishes are satisfied by businesses based on their interests. Thereof, you should have a comprehensive list of your potential leads’ information, including their background, account credentials, creditworthiness, and so on.

    2. Use a Friendly and Positive Tone

    As the proverb goes, “politeness costs nothing but gains everything,” so converse in a kind tone and invite the other person to listen to you. Keep the conversation consistent, positive, participatory, and credible so that the listener (consumer) feels comfortable communicating with you.

    3. Make Your Customer Comfortable

    Your customer service is nothing more than a void conversation unless the customer is willing to leave their comfort zone. Start with inquiring about anything that interests them, such as “what is your favourite part of the day?” or “What do you do for a living?” Notably, do not interpret while your consumer is speaking or saying something; instead, let some time and space for the discomfort to subside.

    4. Become an Active Listener

    Listening and paying attention to the customers is one of the most important parts involved in customer service. Listen attentively during conversations to ensure you don’t miss anything they’re interested in.

    Make sure you comprehend everything in the customer’s communication by reading it attentively. Reiterate the problem as you see it now, and provide the consumer with the opportunity to contribute their thoughts. When your employees see that you are listening and engaging with them, they will feel cared for.

    Predicted uses of Chatbots for increasing customer experiences
    Predicted uses of Chatbots for increasing customer experiences

    5. Adopt Chatbot and Tech Tools for Convenient Communications

    One of the leading causes of customer support dissatisfaction is delayed response. Every month, some new technology is introduced to the world that makes it even easier to assist the consumers such as the use of ChatBots.

    Co-browsing and live chat debugging tools might make it much easier for your customers to communicate their issues. It also expedites the resolution. If your customer can simply show you the problem instead of explaining, that makes it easy on both your team and the person who is reaching out.

    6. Avoid Interruptions

    According to McKinsey, a customer’s emotional state influences 70% of their journey. As a result, ensure there are no interruptions in the middle of the talk. Avert bombarding clients with numerous inquiries before enabling them to react.

    Casting massive pre-written saved responses faster than your clients can skim is not a promising impression. When you rely too heavily on your saved responses, you end up ludicrous. AI help needs to write and communicate at the same speed as a human would.

    7. Create the Conversation Interesting

    Ask your customers how they are feeling. If the customer gives you the insights, make sure of listening attentively to them. Insights can provide a general idea of what a customer is looking for currently.

    Sometimes, customer insights can also show the working of the product and its success rate. Always be prepared to ask customers their personal insights in basic communication.

    8. Be Patient While Talking to Customers

    Customers contact you because they are unsure of what they are doing. When clients encounter a technological issue, they may believe they are less skilled than the person who can solve it.

    Even if they are needlessly contentious, be patient with your consumers and endeavour to discern where they are coming from. If it’s the assistance they want, no one likes to be nudged into something. Empower them with all the data they expect, be helpful, and give them authority over their conclusions for improved customer service.

    How to reduce customer friction? | Making Happy Customers
    Customer friction is caused when customers feel hesitant to buy goods or services of your company. Lets learn how to reduce customer friction?
    StartupTalkyChaitra S

    9. Become a Problem Solver

    Always speak slowly and deliberately, both you and your employees. This step will help you evade dilemmas and reply to client questions before they originate. Use upbeat language to show that you care about their concerns and are capable and eager to help them solve challenges. Pessimistic words stifle growth and jeopardize customer confidence. Customers should feel like they’re a facet of the expedition relatively more than just another phone call, email, or chat session.

    10. Collect Your Customer’s Feedback

    Take advantage of any chance to collect reviews from your clients during customer support conversations. This information can help you figure out how to best serve them. Using surveys to gain the customer’s feedback is the most trusted and highly used tactic.

    Allow your customers to complete a brief survey after each customer support contact or chat so you can obtain fast feedback on how you’re performing. This information can assist you in improving your tactics and providing better service to your clients.

    Brand Rehab: 7 Powerful Moves to Restore your Tarnished Brand Image
    If your brand image is tarnished by some mistake you might need to restore that. Here are some techniques that will help you in doing that.
    StartupTalkyDamini Bhandary

    Conclusion

    If you want your business to prosper, you must develop brand wealth with your clients. Customer Service can consider an important triggering factor for customer review and sales. You can try to deliver the best customer service by just being deliberate. We have provided some directions to assist you in constructing it.

    FAQs

    What is meant by customer service?

    Customer service stands for the additional help provided by the company to its customers.

    AI Chatbots that can help in customer service are?

    Some of the most commonly used AI Chatbots in customer service are ChatBot, Clare.AI, NanoRep, Twyla, etc.

    Which tools are best to use for customer service?

    Some of the helpful customer service tools are Messagely, Intercom, Help Scout, Hubspot Servicehub, etc.

  • How to Start Ecommerce as a Side Hustle? | Steps and Tips to Get Started Today

    44 million Americans have a side hustle, and why shouldn’t they? A side hustle is a popular approach to make an extra profit while maintaining the safety net, that is your full-time job. Despite popular belief, the extra credits you work for can be both highly fulfilling and financially rewarding. You can be your boss and extract profits out of projects you are genuinely passionate about.

    On that note, starting an eCommerce business is the most sought way as a side hustle. Ecommerce is the buying or selling of goods and services via the internet. In today’s digital world, it has become pretty convenient and easy to set up an eCommerce store and kickstart your business.

    WIDGET: leadform | CAMPAIGN: undefined

    Steps to Start Ecommerce as a Side Hustle
    Decide The Product or Service To Sell and Your Target Audience
    Research About Related Ecommerce Businesses
    Set Up Your Online Store
    Promote Your Ecommerce Business
    Tips To Make Your Ecommerce Side Hustle Successful

    Number of digital buyers worldwide from 2016 to 2021
    Number of digital buyers worldwide from 2016 to 2021

    Steps to Start Ecommerce as a Side Hustle

    Setting up an online business might seem overwhelming at first, but it gets better with time, as said by Nelson Mandela, “It always seems impossible until it is done.”

    The following are four easy steps that will help you to start eCommerce as your side hustle:

    Decide The Product or Service To Sell and Your Target Audience

    You must be wondering what exactly you should sell. There are tons of business structures, be it service-based businesses, physical products, digital products, or software. It is common for people to get stuck on this.

    Here are a few things that you must bear in mind while selecting your product:

    • You must be genuinely passionate about it so that if it pays off well, you can continue to pursue it full-time in the future.
    • Consider the practical necessities of the product or service such as the competition and its demand in the market.

    You can start this step by making a list of possible products that you would want to sell as inspiration is present everywhere. Think of the products or services your close ones or your target audience might want to buy. There are numerous product lists suggestions available on the internet that might help you with this. Lastly, search for your product on Google trends and verify whether a demand exists for the product. As this will help you to find your target audience.

    A few more things that you should take into consideration at this step include:

    • Who is your target audience?
    • What are the pain points of your target audience?
    • How can your product help them?

    All this will help you set a definite goal in advance, which ultimately makes the rest of the steps easy.

    Top 10 Shopify Tools to use in 2021 | Best Shopify Tools
    Shopify is a popular e-commerce site for sellers to host their online stores. Here are 10 best Shopify tools to use for selling and marketing.
    StartupTalkyBharath

    Once an idea about selling something pops in your head, you would be tempted to start your business right away. But at this point, it is important to control your impulse and rather take a calculative decision.

    So, after you have decided on the product or service that you want to sell, you must conduct proper market research, watch out for your competitors, and, observe what they are doing, what is working, and what is not working for them. Here are a few things that you must consider while researching other businesses:

    • What is their business model?
    • Who is their target audience?
    • What are the social media platforms they are active on?
    • How do they generate leads (SEO, PPC, email)?

    All this will help you create distinguished characteristics for your business and you will also get to know what to do and what not to. Thus, conducting research and analyzing your competitors will give you a better understanding of how you should start eCommerce as your side hustle.

    Set Up Your Online Store

    Set up your online store - Shopify, eBay
    Set up your online store – Shopify, eBay

    The next step is to set up your online store from where your customers would be able to buy the products or services you are offering. You can choose eCommerce platforms like Shopify, Woocommerce, eBay, and more. They provide ready-to-use templates and easy-to-use store-building tools. With so many options available, it might be confusing to choose one platform from where you want to sell. Here are a few points that you should consider before selecting a platform:

    • Loading speed
    • Features and tools
    • Compatibility with payment getaways
    • SEO-friendly features  

    Make sure your store’s theme matches the theme of your business. Give your business a memorable name and be as creative yet clear with the logo. That’s what differentiates other businesses from yours. Also, try to make the buying process as smooth as possible, remove any additional steps and only ask for the information that is necessary to make the checkout process convenient for the customers.

    Also, nowadays, a platform that is gaining huge popularity for eCommerce setups and marketing is Instagram. It is easy to use as all you have to do is open an account, post pictures, think of a payment mode and start selling. Since people are getting more comfortable with Instagram shopping, it is definitely an option worth exploring.

    Boost your Ecommerce Sales with these 10 Simple Instagram Tips
    Want to boost your eCommerce sales via Instagram? This post is just for you! Mehar Gulati brings to you 10 tips on using Instagram to boost sales
    StartupTalkyJeenal Jain

    Promote Your Ecommerce Business

    Deciding on what to sell and where to sell is not the end of the process for starting an eCommerce side hustle.  No business becomes successful without great sales. Lead generation and sales are the most important part of any business. So, it is important that you spend your heart and soul on promoting it.

    The secret to a successful eCommerce business is to perfect your marketing strategy and channel it to the right platforms. Closely follow your competitors, and look for how they are generating leads, or which platforms they are investing in. Focusing on your marketing and making sure that you have a regular inflow of clients should be your priority.

    Tips To Make Your Ecommerce Side Hustle Successful

    Tips to make your eCommerce successful
    Tips to make your eCommerce successful

    If you are establishing a full-fledged eCommerce business or just starting with your side hustle, certain tips will help you make your business successful:

    Provide an Exceptional Customer Service

    A survey conducted by Greenwich states that “India loses around ₹11,640 Crore every year in revenue due to poor customer service.” Great customer service is essential for your business’s long-term growth.

    You should go the extra mile to meet the expectations of your customers and keep them satisfied. This will ensure that such customers keep coming back to you.

    Work on Store Optimization

    Once you’ve laid the foundation of your business, the next step is to work on your store optimization. Here are some things that you can do to optimize your store:

    1. Make your store mobile-friendly
    2. Increase the loading speed
    3. Improve your navigation bar
    4. Improvise your search button
    5. Create impressive product pages
    6. Add a section of related items

    Keep Updating Your Inventory

    It won’t take a long time before your existing products start losing their thunder in the market. You need to keep on improvising and adding new products or services to your business to keep it relevant. Offering new and improved products and services from time to time will help you to retain your customers and also attract new ones.

    Conclusion

    A side hustle is a new trend that everyone seems to like, be it young children from school, college students, or even working professionals. It might seem tough in the beginning but with time, it pays off well both in terms of money and experience. So, it is indeed possible to handle a side hustle alongside your full-time job, college, and social life. All you need is strategic planning and a bit of patience. Thus, deciding to start an eCommerce side hustle is a great first step in itself and once you have set the foundation of your business, it will be ready to fly to newer heights.

    FAQs

    Is starting eCommerce as a side hustle profitable?

    The eCommerce industry is full of competition, but if you know what the market wants and have a plan in hand, it can be very profitable. However, the profit will depend upon the type of products or services you are selling and also your business model.

    • Amazon
    • Flipkart
    • Myntra
    • Shopify
    • eBay

    What can I do as a side hustle?

    • Sell products or services online
    • Teach a subject online
    • Rent out your vehicle
    • Start creating videos on Youtube and Instagram
    • Start a blog

  • What is ePacket Tracking? | Everything You Need to Know About ePacket Delivery

    Epacket tracking is another feature of ePacket shipping services. It is a convenient form of self-service made for the customers. It allows buyers to track their parcels through official sites such as USPS, China Post, or EMS for free.

    Once the manufacturer dispatch the parcel, it is listed on the site. The customer gets a code to identify their package. They can track when the parcel reaches a destination by merely typing the information on one of the search pages on the website. All undelivered good is returned to the sender to make refunds easier if the customer does not receive their packages.

    This feature is highly convenient both for the customers and the business owners. It allows customers to know the exact location of their parcel and how long they have to wait. In turn, it prevents the sellers from needing extra customer services. As a business owner, you can also use these delivery confirmation notes as proof to build your brand along the way.

    In this article, we will talk about everything you need to know about ePacket delivery. So, without any further ado, let’s get started.

    What Is ePacket Tracking?
    Which Countries Have ePacket Delivery Available?
    Who Delivers ePacket?
    How to Track ePacket?
    Benefits of e-Packet Service

    What Is ePacket Tracking?

    Epacket delivery is a part of the shipping deal when you use ePacket shipping. It was initially used mostly by merchants from Hongkong and China to send out parcels to the US. It is affordable and faster than regular courier services, so it is now available in many countries, over 46 countries, to be exact.

    When the manufacturers dispatch the parcel, it is delivered to a final destination, which the local companies handle. By “local,” it means the carriers who operate in the country such as the Post Office, Royal Mail, USPS, Canada Post, Japan Post, and others.

    These local carriers have their service charges and processing fees. The parcel also has to meet specific criteria for delivery, and these criteria differ for each carrier and country.

    Which Countries Have ePacket Delivery Available?

    There are 46 countries that have ePacket deliveries available for now and they are:

    • Brazil
    • Canada
    • Australia
    • Austria
    • Belgium
    • Croatia
    • Denmark
    • Estonia
    • France
    • Finland
    • Germany
    • Great Britain
    • Gibraltar
    • Hong Kong
    • Indonesia
    • Hungary
    • Greece
    • Italy
    • Israel
    • Ireland
    • Latvia
    • Kazakhstan
    • Japan
    • Luxembourg
    • Lithuania
    • Malta
    • Mexico
    • Malaysia
    • New Zealand
    • Norway
    • Netherlands
    • Russia
    • Portugal
    • Poland
    • Spain
    • Singapore
    • Saudi Arabia
    • Sweden
    • Switzerland
    • Ukraine
    • United Kingdom
    • United States
    • Vietnam
    • Thailand
    • Turkey
    • South Korea

    Who Delivers ePacket?

    Epacket delivery constitutes a network of carriers. There are several people involved in the delivery process. The first is the carrier based in Hongkong or China who delivers the package to the international border. It is then taken to the international carrier to the destination.

    After it is picked up by the international carrier from the border, it goes for delivery to the respective country’s carrier—the national carrier then distributes it to the states through different agencies. The delivery process may differ for each parcel depending on the destination and the carriers responsible for each area.

    Epacket delivery does not provide door to door services. They only deliver it to the customs, and the rest is left up to the local services. In some cases, if the destination is under high priority and security, there can be some exceptions arranged directly with the service providers. If not, you will have to depend on your local delivery services to deliver the package to the address.

    How to Track ePacket?

    ePacket service offers their customers the option of end to end tracking, for that they don’t charge any additional cost. Through this, the location of the package can be monitored on the official website of the e-Packet delivery company. There is also an assurity that, if the package is not delivered by the merchants, the refund will be given to the customers. ePacket tracker helps customers determine where their package is and when can they expect it, it is totally self-service.

    Apart from using the official website to track your package, third-party tracking services are also available. Some of the websites are:

    • 17track.net
    • AfterShip ePacket Tracker

    Benefits of e-Packet Service

    More and more countries are now engaging themselves with ePacket services. Some of the advantages that make it popular are:

    • It is faster than normal package delivery systems. It is said that within three weeks shipping of the package from China is delivered to another part of the world.
    • The shipping charge is cheaper than any other delivery system.
    • You can track your package very easily with the use of official websites.
    • If a package is not delivered, refunds are provided to the customers.

    Conclusion

    ePacket delivery is a popular shipping method, especially in Hong Kong and China. Apart from them, it has also become part of different countries’ shipping methods. The E-commerce industry is evolving regularly, so one needs to stay updated about the different shipping methods. With ePacket deliveries advantages, it wouldn’t be long before it will become one of the most popular methods of shipping.

    FAQs

    How long does it take for an ePacket to get delivered?

    ePacket packages take less than 30 days to get delivered.

    Does ePacket delivery let you track your order?

    ePacket delivery lets you track your order without any additional cost.

    Is ePacket delivery safe?

    ePacket delivery is safe for both merchants and customers.

  • The Idea, Strategy, And Approaches Behind the Success of Verloop.io

    The internet has empowered customer expectations and the boom in the service industry has to bring new tech-based applications to meet them. Conversational AI is a cost-efficient solution for all businesses to enhance customer service. For all businesses, from small-to-medium businesses to large enterprises, it reduces the staffing cost in the customer service department and improves customer satisfaction. AI-based solutions better understand the customers and offer relevant content that’s tailored to their personality. It helps in customized marketing to drive conversion.

    Verloop.io is a Conversational AI platform to automate customer support. Here are the insights into the idea behind starting Verloop.ai and the growth strategy they have adopted for making it successful.

    The insights are shared by Mr. Gaurav Singh, CEO & Founder, Verloop.io.

    Why did you decide to go with the idea of chatbot?

    At Verloop.io, we wanted to answer the fundamental question companies were asking at that time – how they could increase their profitability by providing better customer support. We realized that customer support as a category had been underserved by technology. While there were various tools available for marketing and sales, this segment was not getting the attention it deserved. Additionally, the technology developed for Customer Support till that time was mostly internal-facing/ process optimization – ticketing, QA sampling, etc. None of them enabled brands to build delightful customer experiences. We strongly believed that we could add value to the partner brands and help them offer a superlative experience to their customers.

    Seven Years, How has been the journey so far? One big challenge you faced and how did you overcome it?

    It has been an interesting journey for us so far to become the world’s leading customer support automation platform that enables businesses to deliver delightful support experiences to their customers across channels. During this time, we helped brands to effortlessly, and accurately scale up their customer support in a secure manner. More than 5,000 brands globally, including Abu Dhabi Islamic Bank, Nykaa, Decathlon, Dar Al Arkan, Fetchr, DSP Mutual Fund, Rentomojo, and Scripbox are using our platform. Currently, our messaging layer can handle over 100k concurrent connections and can process over 4.3 million messages per second. We started our journey with just handful of employees and today our team has over 110 members.

    One big challenge that we faced when we were starting out was that at that time, the awareness around Conversational AI enabling customer support teams was very limited. Most brands were unaware of Conversational AI and perceived it as a simple FAQ answering chatbots. Therefore, we had to build awareness and show them the value that we offered so that they understand the difference between Conversational AI and a simple FAQ or IVR bot.

    Startup Learnings from a Serial Entrepreneur, Gaurav Singh
    Gaurav Singh (Founder & CEO, Verloop.io) shares his entrepreneurial journey & highlights some of the startup learnings he picked in this journey.
    StartupTalkyJeenal Jain

    How did you go about finding your first customer and product-market fit?

    Like they say, finding our first customer is the most challenging. More than customers these also become your design partners and give critical feedback to shape the product in a way that the market does respond to. On our journey, we were blessed to have some great brands that gave us multiple inputs and validated our product features that helped us achieve PMF.

    What are the different channels you use to generate leads? Please share any one growth hack which gives the most ROI?

    We have a multichannel marketing campaign running that ensures we are able to have multiple touchpoints in our potential user’s journey. We run campaigns right from the top of the funnel (awareness) to the bottom of the funnel and even post-acquisition.

    One growth hacks is to identify who truly is your audience is when it comes to generating leads.

    Approaching enterprise clients, SMEs, and startups, requires a whole different strategy. Could you please share some tips for the same?

    As you have mentioned, these are very different customers, and the buying process also differs. We have different playbooks across Product, Marketing & Sales for these. Our enterprise playbook is heavily relationship and outbound dependent while for the SME and startups is focused more on the inbound side.

    What are a few KPIs you track for the company? How do you measure the performance of your bots?

    Conversational AI Chatbots
    Conversational AI Chatbots

    For different brands, there are different KPIs that we follow. With Verloop.io, brands are able to answer data-driven queries without interfacing with customer support. It also enables human agents to access all information from a single platform. By doing this, businesses are not only able to resolve a larger number of queries but also increase agent efficiency through historical and contextual customer information.

    Brands that have adopted Verloop.io have experienced a 2x jump in their Customer Satisfaction Scores (CSAT) and a 5x increase in the agent effectiveness within 3-6 months. There was also a significant drop in calls as automation deflected a lot of queries. This has resulted in annualized cost savings of more than $1 billion across our clients.

    Could you please share some metrics on growth numbers and revenue metrics?

    In 2020, Verloop.io leapfrogged to become one of the biggest chat automation processors in India. Continuing on the growth journey in 2021, we have increased our customer base by 5X this year.  We have gained from experiences and continue to enable businesses to deliver delightful support experiences to their customers in multiple languages. At the same time, we offer an omnichannel approach so all our partners can offer a unified customer experience to their customers.

    In terms of volumes, Verloop.io is now powering more than a million conversations on a daily basis across various platforms. During the course of this year, we have also set up offices in UAE, Singapore, and South Africa to be closer to our clientele while we make our solution available for customers worldwide.

    How do you make decisions on partnership?

    When we look for partnership, we look at two things. One is how well the partner is respected and trusted by its customers and secondly is there a true value being created when Verloop.io and the partner join hands. This has helped us in screening out the noise and focussing on the partners we believe can unlock tremendous value in terms of growth and reach not only for Verloop.io but for the end customer as well.

    What’s your strategy to hire the right candidate?

    As an organization, we believe that if you hire the right set of folks and treat them right, they will take care of your business/customers. While we are super focused on the skills we need to hire for, we look for the right fitment in terms of our values and our working culture.

    Being a funded company, what would you advise the founders who are looking to raise funds?

    I believe in the initial days itself the founders should have a clear idea of who they will be targeting. Another approach that I recommend to fellow founders is that rather than looking at pleasing all, they should focus on their product and how they can better it. This is essential, especially in the initial days. Instead of obsessing over the competition, or what competitors are doing, they should focus on the value add that they can bring to the table. Rather than spending time chasing VC, founders should invest it in increasing their top lines. If the foundation of the start-up is solid then there will have no dearth of people wanting to invest in it.

    What are a few new areas where conversational AI tools will be used? Do you think, Is it possible to completely replace customer support with conversational AI?

    Conversational AI makes perfect business sense for all B2C companies. At Verloop.io we have been focusing on industries where there are large volumes of pre-sales and post-sales support required. This typically includes retail businesses, e-Commerce, banking, financial, insurance, edTech, food-tech, travel, and logistics amongst many others.

    In the last 10 years, there have been significant improvements in the natural language processing (NLP) and deep learning technologies that has given new amplitude to simulate human conversation and dialogues. To delight the customer, achieve excellent Net Promoter Scores and reduce their customer service cost, businesses too are investing heavily in innovating ideas.

    With the prevalence of chatbots and customers becoming more amenable to talking to bots, voice-based bots are becoming the new mainstream. As advancements in NLP continue, chatbots will only get smarter and have more human-like interactions.

    More than replacing, Conversational AI chatbots are designed to work in conjunction with the existing systems. The chatbots enable the system to get more efficient by handling a greater number of queries in a reduced time and cost. The focus here is to ensure that only escalations are passed on to human executives.

    What’s your opinion about the Indian SaaS market in 2022?

    The SaaS business is booming in India. A report by McKinsey and SaasBoomi has predicted that this industry will be worth $1 trillion by 2030 and India’s share to double by that time.

    In my opinion, the Indian SaaS market is just starting up. With the recent funding(s), acquisitions, and listing, SaaS is now entering the growth phase in India. While typically India SaaS has sold to clientele outside India, this year will see a lot of Indian businesses engaging with Indian SaaS products. These are driven by SaaS organizations investing in better product leadership, great customer experience, and the advantage of being at the cutting edge of technology.

  • Milestones Every Entrepreneur Should be Thriving for Success of Their Startups

    Milestones are a great way to keep track of what you’ve accomplished in your life. And, when it comes to your startup, you should be aware of the milestones that are required and those that have the most impact on your company. Achieving a goal is always a great feeling, and it’s especially crucial for startups since it propels the company to the next level of success.

    Milestones are like stepping stones to a successful business, and it’s critical to create proper milestones to keep track of your startup’s progress and keep it on the correct track. Following are some meaningful milestones you should be focusing on hitting if you want to have a successful startup.

    Milestones for a Successful Startups
    1. Creating a Proper Business Model
    2. Set up a Business Bank Account
    3. Launching a Website
    4. Hiring Important People For Your Business
    5. Make a Functioning Prototype
    6. Collecting and Reviewing Feedback
    7. Official Product Launch
    8. Signing Up of New Paying Customers
    9. Have An Excellent Customer Service
    10. Growth Of The Customer Base
    Conclusion
    FAQs

    Secrets for Startup Success

    Milestones for a Successful Startups

    1. Creating a Proper Business Model

    Proper Business Model - Startup Milestones
    Proper Business Model – Startup Milestones

    It is one of the most important objectives that a startup should strive for. The model should be simple to comprehend, but it must also grow through time and include all of the aspects that changing time necessitates. The business model should tell everything about the project and explain to the investor about the working of the business.

    2. Set up a Business Bank Account

    One should always separate their personal and business accounts. It is usually the most intimidating thing in the world when you are starting a new business. And you’ll need two separate accounts for your personal and business assets to keep everything in order.

    3. Launching a Website

    When you build a business website, it becomes official, and the majority of people will learn about it. If your company does not have an online presence in current times, it will most likely suffer. Launching a website for your company will boost its legitimacy and make it more accessible to customers.

    4. Hiring Important People For Your Business

    Bringing the proper people on board assures that they will grow with you, boosting your company’s overall success and decreasing the need to hire for any new leadership role that arises down the road. When the right people are doing the right jobs, the efficiency sky rockets and is ultimately good for the company.

    Headhunting in Recruitment | How Headhunting works??
    Headhunting is the process of attracting perfect candidates for senior positions in organisation. Read about headhunting & how headhunting works?
    StartupTalkyANJANA A K

    5. Make a Functioning Prototype

    The creation of the first ever working prototype is the next milestone. This is how companies begin by developing their initial product. The prototype leads to the finished product, and the finished product leads to customers, which leads to profit.

    6. Collecting and Reviewing Feedback

    Collecting feedback throughout the introduction of prototypes and minimum viable products will save you time and money in the long run by revealing the product’s market position and future possibilities. Take your time collecting data and reviewing feedback, since this will assist you in creating the ideal product to meet demand.

    87 Business Ideas with Low Investment and High Profit
    Are you looking for small investment business ideas? Here in this article, we have compiled 87 business ideas with low investment and high returns. Best ROI Business ideas
    StartupTalkyShubham Kumar

    7. Official Product Launch

    For a startup, nothing is more stressful than the first product launch. The first ever launch decides the new reputation of the company amongst the customers and whether it will be valued in the market or not.

    Insane Marketing Strategies Successfully Implemented Ever | StartupTalky
    Do you love Marketing? Which is your Favourite? Here, we’ve made a list of some Insane Marketing Strategies that were successfully implemented. Check the article.
    StartupTalkyKaran suri

    8. Signing Up of New Paying Customers

    Your company will begin to receive paying customers after formally introducing the new product, and this is the best moment for the startup to keep the customers hooked and keep them coming back. Once the product is published, a small number of new consumers will try it out, and if they enjoy it, they will recommend it to others, resulting in a pool of devoted customers.

    9. Have An Excellent Customer Service

    If the product is good but the customer service is poor, the total quality of the experience will suffer, the product’s market value will fall, and customers may begin to migrate to a company with superior customer service. Invest in it and hire people who are qualified for the job. A company’s image, especially that of a startup, can be made or broken by its customer service.

    How To Do Performance Reviews Effectively 2021 | Tips and Examples
    This article talks about Performance Review Tips, Do’s & Don’ts. Good, Satisfactory, Poor, Combination Review with examples of Reviews.
    StartupTalkyAvantika Bhardwaj

    10. Growth Of The Customer Base

    Keep track of customer growth and the amount of new customers you obtain daily and monthly once the business is up and running and the initial product sales are happening. This will aid in the general expansion of the company and its consumer base. A large customer base equals more earnings and more individuals using and promoting your product. Make a daily and monthly goal for yourself so that you always have something to strive for. This will aid in the improvement of profit strategies and the efficiency of work.

    Conclusion

    You achieve a new milestone with every new sale or product you create. However, there are some milestones that are far too essential to overlook, and you should keep track of them to ensure that you are running your business correctly. Milestones keep you on track for your goals, and striving for them will make your work more efficient, and when you achieve them, you’ll feel more productive and optimistic about your business.

    Different business milestones have different effects on the company but the ultimate goal is to earn money and expand the business. Keeping track of records and recruiting the correct personnel for the job will aid in growth and help you reach your milestones faster. However, the most important thing is to not only maintain track of the business, but also to look after yourself and the people who are helping you reach your goals.

    New Year Resolutions Entrepreneurs should take in 2022
    New Year resolutions is very important especially for entrepreneurs. Here are some of the best New Year Resolutions an entrepreneur should make.
    StartupTalkyRia Puneyani

    FAQs

    What makes a startup successful?

    The characteristics that propel a startup to success are proper workplace culture, vision, and teamwork.

    What is the most important thing an entrepreneur should do before starting a business?

    According to experts, analyzing rivals, examining the legal elements of your sector, evaluating your income and expenses, being practical about the risk involved, understanding timing, and hiring aid are all good first steps in beginning a business.

    What is a milestone in entrepreneurship?

    Milestones are business goals that include dates and the individual or team accountable.

  • Entrepreneurs’ View & Action Plan on Providing the Best Customer Service

    The opinions & views in this article are contributed by various industry experts & entreprenuers in the startup ecosystem.

    The first priority of a business or a company is to meet the demands of the customers. Though the demands of the customers are growing, the impressive customer service is attending these demands only too well. Extending the best customer service is the rule of thumb for every business, young and old. No doubt it brings a wide range of benefits for the businesses, which is why more and more enterprises are lining up to empower their customer service.

    If you are now curious to learn about the companies that are prominently prioritizing their customer service, then here we bring you a list of startups that are keeping their customers ahead! Read about how these entrepreneurs deliver commitment and gain trust from their customers with actionable insights, tools, and strategies.

    Vinayak Shrivastav | Co-founder and CEO, Toch AI

    Providing Best Customer Service
    Vinayak Shrivastav – Co-founder and CEO, Toch AI

    “Building a good customer experience does not happen by accident, it happens by design.” – Clare Muscutt. At Toch AI we take our customers’ specific requirements seriously and deliver with commitment.

    Every new inquiry is guided by a complete demonstration of our platform and product. With diverse clients across the globe, it is imperative to process the definite and precise needs of each client. It is then assessed over face-to-face virtual meetings. With technology bridging distance, a personalized solution delivered across geographies needs to be seamlessly integrated; such that demand meets the expected workflow efficiency. The next step is an effortless onboarding process that is comprehensible in the form of flowcharts and direction for unobstructed services that eradicates remote chances of disruption. A Slack channel is created with the client for fast and direct communication with a quick turnaround time, in case of any queries, suggestions, or problem-shooting. The success team steers smooth adaptation of the new work profile with precise timelines. A step-by-step discernable communication is chalked between the client and the concerned team.

    At Toch providing solutions to every customer’s unique needs is our best business plan. Our work has been the best branding we have ever done through the life of our company, where each team member is involved in ensuring delivery exceeds expectations. The patrons might forget our faces, but they seldom forget the work we do. It is an intangible feeling of pride, being associated as a dependable company that never backs down.

    Also Read: List of Top Customer Experience Management Software in 2021 | Free Tools

    Prashant Radhakrishnan | VP of Sales & Marketing (India), SemaConnect

    Providing Best Customer Service
    Prashant Radhakrishnan – VP of Sales & Marketing (India), SemaConnect

    Companies need to wire all design thought – whether it be products or services ground up from a customer-centric viewpoint & usage, instead of spending a lot of time and effort in getting the policies, processes & people approach around customer service. Now, providing effective customer service is important – however, the overall goal of an organization’s need to revolve around eliminating said customer contacts (typically negative or catering to issues).

    While this is easier said than done – it involves crafting organization structure, processes & culture across all functions from a customer at the center viewpoint.

    At SemaConnect, the endeavor is to build the relevant products and services after extensive understanding of the “Voice of Customer” – each iteration of a new product or service is user-centric – this user-centricity in design is not restricted to external customers but to internal customer groups as well. For small startup companies, this is always a challenge – hence a “Guiding Principle” on user-centricity in building new products or services can only be done when the clarity of thought on Customer-Centric design is part of the DNA of the organization.”

    SemaConnect, established in 2008 is a leading provider of Electric Vehicle Amenities to North American and Indian Commercial & Residential Market. For over a decade, SemaConnect has installed over 14,000 charging stations in North America, while its IT development, R&D, and manufacturing are based out of India.

    Harsh Shah | Co-Founder, Fynd

    Providing Best Customer Service
    Harsh Shah – Co-founder, Fynd

    Fynd is a one-stop omnichannel retail platform, with customer service at its core. Our key focus while serving our brands is to offer hassle-free coordination between all points of service, be the expert solution providers, and engage in our brands’ growth with regular checks and market insights.

    We offer business insights and monitor a brand’s performance over periodic weekly/monthly calls. Going a step beyond the basic technology platform-based omnichannel solutions, this demarcates us from our peers and attracts most brands to sign up with us. Our clients look to us as solution providers and place their trust in us for a resolution in times of crisis. Brands like Sportstation & Ruosh have appreciated that even if something gets stuck at 11 PM, it will be taken care of to ensure a smooth running for the brand.

    Brands often run tight on schedules around the mega sales time (both, in-store and eCommerce). That’s where our customer support has been a great relief for brands like Mothercare, Hamleys, Red Chief, allowing them to focus on core sales, while we take care of the rest. Another highlight in our service offering is our user-friendly Fynd Order Management System (OMS) that allows a brand’s store and warehouse staff to adapt to technology with an appealing UI and UX. Our collaboration and experience with logistic partners ensure a speedy delivery for our clients giving them an edge. There have been instances where the product manager himself went out to deliver so that the brand’s customers do not suffer.

    Shubhi Agarwal | COO & Co-Founder, Locobuzz

    Providing Best Customer Service
    Shubhi Agarwal – COO & Co-Founder, Locobuzz

    When it comes to customer service, the secret to success lies in personalization, consistency, and timeliness. In the post-pandemic era, we witnessed a voluminous spike in digital customer interactions that have coerced even the most traditional businesses to innovate their service scope and digital engagement methods. Today, brands across sectors constantly deal with delivering timely customer experience at scale. Through AI-led automation solutions, we aim to give customer service the human touch and personalization it needs for a brand to succeed in volatile markets. To us, ‘personalization’ is the result of rich, real-time, actionable insights that help eliminate the chance of a neglected customer.

    Social listening and response management, therefore, is not just about AI-technology at its ‘always-evolving’ best; but about a brand’s utilization of AI-tech to deliver the best customer service. With simple things like faster responses and interactive social media engagement, one such BFSI brand celebrated 40% sentiment score uplifts and extended to nearly 700 new leads every month. One of the services we often suggest to clients is CRM integrations (Customer Relationship Management) – A Retail brand that leveraged CRM in its response management was able to garner organized intelligence about its customers and converted those insights into a consistent engagement strategy wherein; they captured 16,000 unique visits over WhatsApp Business alone, and measured 264.6k brand replies from customers within a year on social platforms.

    Essentially, it is a fact that people appreciate being heard and cared for by the brands they are loyal to. With AI-powered Listening and Response mechanisms, advanced automation lets brands deliver tender and attentive customer service to their clients. For all thought leaders of the new age, it will be interesting to see how fast-paced tech advancements in the future will be employed, while keeping customer simplicity and service at its optimum.

    Top 5 Autonomous Stores – Taking Customer Experience to Next Level
    The Cashierless stores are the new concept that has transformed retail space and provide customers a seamless shopping experience
    StartupTalkyPratiksha Bajikar

    Chaitali Das | Associate VP of Marketing, Sprink.online

    Providing Best Customer Service
    Chaitali Das – Associate VP of Marketing, Sprink.online

    Customer services have changed a lot in the last decade. Providing better customer service in today’s world goes beyond “professionalism” and “positive attitude”. It has become more than just solving problems but about how creatively the problem can be solved. It is about understanding the customer’s psyche and helping them provide solutions for not only what they might need for the moment but also about how the interaction can add value to their experience. Customer services now demand to be more personalized, where the customer wants to feel more than just a ticket number. Today, companies are developing more full-proof customer service strategies than just deploying just call centers. Many food businesses are utilizing technology to a great extent and as a part of customer service offer online forums, detailed & self-sufficient FAQ pages, and automated chatbots along with human help that gives customers the chance to help themselves in cases where queries are taking more time to resolve.

    At Sprink, our customer care strategy revolves around building human-centric customer service through great customer care representatives and the utilization of technology where it is needed. A lot of our menu and services have actually evolved into what our customers are actually looking for rather than just providing them with one-dimensional services. Our customers are living testimony of how they feel about us. We feel confident and lucky when customers residing in a foreign country or in a different city wants to book meal subscriptions for their elderly parents in Bangalore due to their trust in us or when a happy customer recommends us to their loved ones because we delivered food to their door-step beyond our predefined delivery slots when they were sick with corona. All in such cases and more, our focus is and will always remain working towards making a better customer experience.

    Mahmud Kotebagil | CEO & Co-Founder, Beyond Garage

    Providing Best Customer Service
    Mahmud Kotebagil – CEO & Co-Founder, Beyond Garage

    Providing good customer service is not an accident rather it’s a design that involves people from all the level of an organization. We at Beyond Garage believe that will never have a product or price advantage eventually, as they can be too easily duplicated. But a strong customer service culture cannot be copied and excelling the customer service every time builds a huge gap between a successful company and a normal company. Also, a brand is no longer what we tell the customer or other people but it is what customers tell each other in the market hence we collect reviews in an open forum from all our customers. And it’s easy to understand that, people will soon forget what we said. They will NEVER forget how we made them feel and that’s our effort all the time.

    Naman Shah | Co-Founder & CEO, NowPurchase

    Providing Best Customer Service
    Naman Shah – Co-Founder & CEO, NowPurchase

    Customers enjoy customized experiences from B2C brands on a daily basis. Companies like Amazon Prime, Voot are known to provide personalized suggestions, similarly, eCommerce platforms like Flipkart provide excellent customer service, but it’s a different scenario when it comes to B2B enterprises.

    The average customer experience score for B2B companies is less than 50%, compared to 65 percent to 85 percent for B2C companies.

    Customer experience is a top focus for many B2B organizations, but their actions don’t always match their statements. However, the trend is gradually shifting. B2B organizations are beginning to see the significance of investing in customer experience and the competitive advantage it can provide, especially in light of the uncertainties surrounding COVID-19 and its influence on global industries.

    NowPurchase strives to give the finest customer experience to all of its stakeholders, including purchasers, production managers, and business owners. Some of our clients, for example, requested a live tracking system to keep track of their delivery progress. As a result, we created a WhatsApp notification system that alleviated their worries. We also discovered that clients preferred to receive information via WhatsApp notifications, so we developed a WhatsApp bot that allows them to receive daily pricing updates depending on market trends.

    Priyanka Salot | Co-founder, The Sleep Company

    Providing Best Customer Service
    Priyanka Salot – Co-founder, The Sleep Company

    In today’s highly competitive business world, how you handle client complaints can either help you thrive or consign you to failure. Customer journeys are evolving based on specific customer personas, which is helping D2C firms improve their final mile. Customer attitude has evolved dramatically in some areas, to the point where there is no longer a blueprint.

    So, we see innovation in the digital environment as a strategic opportunity. It benefited us in communicating with our customers and responding to their feedback and suggestions. Taking into account customer feedback has been one of the biggest advantages for The Sleep Company. We try to initiate one-on-one conversations with customers in order to have a deeper knowledge of their requirements.

    Tech is at the forefront of our customer experience. We are using a website chat feature through which customers are addressed as per their inquiries. We also listen to our customers via social media and apps like Whatsapp. We have integrated the latest CRM tools to enhance the after-sales service. When it comes to human intervention, we also have dedicated teams for sales and support.

    Customers have also expressed gratitude for taking their complaints seriously by providing speedy responses.  It has also helped us to determine what needs to be improved. Listening to their complaints has helped us identify issue areas that we can improve on in the future, to create a positive customer experience.

    Customers have evolved, and they now prioritize a brand relationship over a brand product. Customers want to have meaningful conversations. Brands should take the lead in identifying answers to issues that directly affect their target audience, as well as societal and cultural concerns that their customers care about.

    Sandeep Aggarwal | Co-Founder, Candes

    Providing Best Customer Service
    Sandeep Aggarwal – Co-Founder, Candes

    We are a Delhi-based D2C brand of home appliances that aims at offering the best to its consumers. Be it technology, innovation, style, convenience, or after-product services. One should trust our company especially when it comes to your home appliances because we give a minimum warranty of 2 years in most of our product range. Also, we provide free door service to keep you tension-free, having over 1 million trusted users. We make sure to keep your electricity bill to a minimum and we have the highest ratings all across the marketplace. At Candes we make sure you get the best service and live a comfortable life with the help of our product lines. If there are any problems that you face, then you don’t have to worry as our customer service is always available to assist you. You can call us anytime between 10:00 AM to 5:30 PM from Monday to Saturday. We have a very convenient interface to register your complaint and resolve the same on a priority basis.

    Also Read: Challenges faced by Entrepreneurs while Operating in Tier 2 & Tier 3 cities

    Conclusion

    Customer service ought to be a strong point of every business and most companies now are strengthening the services offered to their customers like anything. This is also resulting in a growth that is longstanding and built on the pillars of trust.

    We hope you liked our article on the best customer service providers. Feel free to share your feedback about the article and also subscribe to StartupTalky for more articles of interest!