Integrating your VoIP, or phone system, into your customer service tooling landscape can prove challenging. You want one user experience for agents that contains all relevant customer data - from every channel – available at a glance.
Howdy! It’s been a while since the last update on this blog. Not that we haven’t been publishing! Throughout the summer we have continuously been publishing posts over at our other blog ‘Definitive Guide to Customer Service for Online Stores’.
Moreover, we’ve been busy developing new features to help you - eCommerce storeowners - deliver better service with less effort.
Let’s take a look at what our development team been up to this summer and start with an optimization we rolled out on the ROBIN website today:
Today, I am happy to announce that we released our API. It means that any web store can now enrich their ROBIN customer service dashboard with e-commerce data, regardless of the e-commerce platform they’re using.
ROBIN is an online customer service dashboard made for web store teams. We help them provide better and faster customer service, in less time.
Developers who wish to use the API to build a connection between an e-commerce platform and ROBIN can request an API key and API secret (password) via the ROBIN support site.
How often have you contacted a web store with a quick question, only to get an automated email response that says ‘we’ll do our best to answer your question within 24 to 48 hours’?
Imagine walking up to the counter in a brick and mortar store with that same question. You’d be pretty surprised to hear the shop assistant say that he unfortunately can’t take your question right now, but he’ll do his utmost best to answer it tomorrow or possibly the day after.
That’s exactly how that email feels to an online shopper who’s looking to buy something today.
Today, customer service is all about speed.
Go into any shopping centre, and you’ll see that there are countless shops that sell clothes, any number of shoe shops, and even plenty of bookstores. With the shift into the online world, getting someone to look at what you have to offer, and buy it, is even more difficult, if you take into account that going to another shop is just a click away.
The deciding factor, that makes customers return to the same shop over and over again is (usually) service. Customer service. Because we like it when the barista knows how we drink our coffee in the morning, we enjoy having the butcher call us by name and offer us the latest prime cut of rib, and it’s great to walk into a shop and not feel the immediate pressure to buy something.
I have a good friend who doesn’t believe in tipping waiters 10 percent. It’s not that she’s stingy - far from it. I’ve seen her leave $10 on a $15 lunch. It’s just that she believes that you should tell the business exactly what you thought of their service, not what they think that you should pay for that service.
According to her philosophy, the tips show the restaurant what people really think of their service. If the waiter was excellent, and the service was amazing, she gives generously, and not only does the restaurant know that they has done well, she’ll tell her friends about it. If the waiter was rude and the service was poor, she will give very little tip (and in one memorable instance, no tip at all), making sure that the business knows that they did extremely badly - and she won’t go back there again, or take her friends there.
Feedback is awesome.
Customer feedback is even awesomer.
Customer feedback helps improve your services, which in turn means more customers, and even more feedback, which you can use to improve your services, which in turn.... :)
Now, it’s a well known fact that most people don’t like leaving feedback. They may ask a couple of questions, but even if they do have feedback to give, they don’t always spell it out for you. So you have to learn to read between the lines.