Customer Support Technique #3

Acknowledging Without Encouraging When faced with an angry customer, acknowledge their perspective and the necessity of meeting their basic needs. "The catch is that 'what you focus on, you get more of' and people are naturally less likely to continue being difficult or angry when they feel acknowledged. Therefore, this technique combines two techniques: acknowledging their feelings politely…


Customer Support Technique #2

Acknowledge Customer’s Needs When you make the effort to understand a customer's needs even if they can't be met, customers are more likely to view you positively. Acknowledging needs can be as simple as asking a customer what they want or having patience when interacting with them.


How App Developers Can Reduce the Risk of Cyber Attacks

The evolution of technology has brought seemingly endless benefits to both businesses and consumers. But along with the progress comes a few setbacks, like the increase in the number of cybersecurity attacks for example. The end goal for attackers remains the same—monetary theft. And with around 249,662 new domains and 5,518,007 new hosts launching daily, their targets are continually growing.…


 Self-service: the future of customer support?

Customer support is on the rise, becoming the backbone of any business. While customers enjoy fast and responsive customer service, more and more people prefer self-service over contacting a customer support agent. Could self-service be the future of customer support? In a survey by Interactive Intelligence Group, “short response times” ranked higher in importance for customers than “efficiency”,…