Heroic Insider – October 2020

By Disha Sharma

Customer service impacts a business’s bottom line like nothing else.

In one research (with 10,500 businesses), Salesforce found that businesses that prioritize customer service get “real,” tangible results: Increase in customer retention (↑26%), Increase in customer satisfaction (↑35%), Increase in faster case resolution(↑31%), and Decrease in support costs (↓22%).

But how do you realize similar results?

It’s simple:

Start with the basics.

We’ve got all the resources you need.

From Our Blog

The 3 Types of Customer Service (and How to Implement Each)

There are just three types of customer service, and most businesses need to implement at least two as part of their customer service mix. Here’s a primer on implementing each.

10 E-commerce Customer Service Best Practices to Go from Good to Great

These are ten eCommerce customer service best practices that can help you lower tickets and support costs while increasing your customer satisfaction and loyalty scores (#3 and #7 apply to ANY business!).

On Providing Customer Support and Developing Support Content

Customer-Service Information on Websites: The Hub-and-Spoke Model

Here’s how NOT to make your customers work hard to find the information they need to help themselves. (Hint: If customers contact you about issues you’ve already addressed in your help docs, they can’t find it…!)

Stop Trying to Delight Your Customers

Here’s why “delighting customers” shouldn’t be your customer service goal. It can lead to “confusion, wasted time and effort, and costly giveaways.” And even when it’s done right, it doesn’t translate to higher customer loyalty or reduced churn. Do this instead.


WordPress News

WordPress 5.5.1 Maintenance Release

WordPress 5.5.1 – a short-cycle maintenance release fixing about 39 bugs from v 5.5 and introducing a few enhancements – got released earlier last month. The next (and the final major) 2020 release will be version 5.6. If you’re a Gutenberg user, V 9.0 is here.

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