Customer Experience

2 Reasons To Get Social Media Customer Service for Ecommerce

According to a survey conducted by Harris Poll, there is about 51% increase of US adults using social media between March to early May, the time period of the COVID-19 pandemic. Because most consumers are staying at home, a significant boost of usage is reflected on social media platforms. There is also a forecast stating that mobile messaging will increase from 4 minutes (2019) to 24 minutes (2020) showing strong engagement on messaging services such as Facebook Messenger, Instagram, Viber, WhatsApp and Apple iMessage.

These changes in digital behaviour makes social media a powerful tool for ecommerce. Hence, a complete social media presence not only contributes to direct sales but also having a back-end tool in place allows customers to share their recent purchase from your ecommerce business and the customer service experience with friends and family.

According to a current projection, 90% of businesses will use social media for customer service this 2020, and about 67% of consumers will use platforms like Twitter and Facebook to seek customer service. With these statistics, knowing how to anchor on social media can immensely help your ecommerce business to grow. Here are 2 best reasons to note.

  1. Systematic strategy to get customer’s questions answered quickly

Social media is an integral part of the omnichannel ecommerce marketing ecosystem. It supplies customers with opportunities to interact with your brand faster thus providing a complete shopping experience. Harvard Business review published a study that omnichannel ecommerce strategy is a panacea for difficult environments.

77% of customers have improved perception of your business after chatting with customer service representatives on these platforms while 60% of customers expect a response within 1 hour. Enhancing your customer service not only makes response rate faster but solving a customer issue on social media costs nearly 1/6th as compared to a traditional voice and telephone call center interaction.

To effectively utilize this, set up a system that unifies different concerns and assigns specific messages to particular social customer care members. This enhances the efficiency and speed of resolving issues, unlike having to manage multiple social media platforms.

  1. Convert customer interaction to promotional posts

If customers feel that they are being heard and their concerns are addressed efficiently and in a timely manner, this boosts customer experience and can easily be converted to positive testimonials. According to Zendesk, 90% of their research respondents said that positive reviews influence their buying decisions. Therefore, it is crucial to have positive feedback and testimonials from the customers. Companies who engage and respond to customer concerns can impact both brand perception and reputation. Also, it is important to note that if customers contact you through Facebook, they expect a response from the same platform and not from an email or phone call.

Customer-oriented communication builds trust and they will recognize your brand more which may eventually establish a long-term relationship. Enhancing your brand image through social media is geared towards not just building awareness to reach potential customers but also takes care of existing ones. Social media customer representatives help build the credibility of your brand in the eyes of the users as they manage not just concerns but also reviews. Keep in mind that reviews influence the purchase decision of prospect consumers. 

The role of social media in customer service is an essential part of your brand’s success through expanding customer reach and retaining customer loyalty. Therefore, building a great team of Social Media or Omnichannel Customer Service Representatives can help not just answer customer’s queries online but also take care of the reviews and ratings of your product to ensure sales. By partnering with an outsourcing company, they won’t only build these teams for you but also help maintain your online store by addressing consumer-based inquiries in a timely manner which eventually can grow your ecommerce platform while you focus on your core business.

Social Media Customer Service - Infinit-O

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. We take pride in our >97% client retention rate and NPS score of 72 demonstrating trust and open communication. Having extensive and profound expertise in ecommerce support, we’re here to help you build a great Ecommerce Support Team who can address your unique needs with up to 70% operational cost savings. You will gain access to world-class talent that will be meticulously screened through our A+ Recruitment process. As your business demands shift, so can your Infinit-O team. We guarantee operational excellence through collaborative Service Level Agreements, metrics-intensive performance, and open communication. We are ISO 27001 and 9001 certified and GDPR-compliant, so your company and client’s data are always safe with us. 

Below are some of the experts we can gather for the unique ecommerce needs:

  • Social Media Managers 
  • Online Community Managers
  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Technical Support Representatives
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Others

Let’s work together to build a great Ecommerce Support Team

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

9 months ago No Comments Views

3 Tips for Excellent Customer Service in the Ecommerce Industry

3 Tips for Excellent Customer Service in the Ecommerce Industry

There is a whopping 129%  growth in ecommerce orders in the U.S and Canada as of April 21 and 146% growth in overall online orders. With these numbers, it is safe to say that the pandemic has brought a rapid change in the ecommerce environment.  The buying and selling trade has radically shifted from physical stores to online stores and to pair up with the demand, businesses are now flexible and have adapted to meet with the changing needs of online business.

Since more brands and companies have transitioned to digital trade, you need to learn key strategies to successfully navigate your business in the new ecommerce climate. One major key strategy is having an excellent customer service because this directly affects the online shopping experience of your consumers.

We’ve rounded up 3 tips for excellent customer service that may help you excel in the ecommerce world.

1. Improve website and social media health through a great customer service team

About 51% of US adults are now more engaged in using the internet, especially social media platforms during this pandemic. Your company can leverage on this increased digital activity and engagement by taking care of the customers through your website and social media platforms. Since most people are online, they have more time to access your business’ online accounts to know your products, inquire, get customer support such as tracking of orders and even post testimonials or product feedback.

Shoppers are now more cautious in committing to a purchase as more brands are exploring online trade. They tend to research or ask questions before they buy. With this knowledge, you need to have a great customer service team that is prepared to answer pre-purchased questions. This is a crucial opportunity to establish a trusting relationship to your customers. They also equate as in-store customer service which adds a personal touch to their online shopping.

2. Important updates (order info, shipping fees, ETA, etc) should be clearly communicated

The supply chains have been disrupted because certain physical limitations are being imposed. Because of this, your customer service team should inform the consumers for any changes on the order and shipping information such as estimated time of delivery because transparency is key to manage their expectations. 

If your customer service team is proactive and reassuring, this will greatly impact customer experience and will result in high satisfaction ratings. A specialized customer service team called Track and Trace Specialists who track and record shipping information, update shipping status and most importantly verify shipping status to delivery providers are your best people for this job. Note that 70% of shoppers will seek a product elsewhere and abandon their shopping carts rather than waiting any length of time for back orders.

3. Turn customer reviews into opportunities

No matter how hard we take care of our business, we definitely can’t please everyone. One or two complaints will surface but this can be an opportunity for your brand to improve. Most of the customer complaints are delayed shipping and receiving wrong orders. It is crucial to be transparent and forthcoming about any disruptions and why they are occurring.

Infinit-O | Customer Service tips for Ecommerce

A team of customer service representatives will effectively explain why and what’s next about their order. Educating them is key to making them understand any disruptions. This can turn your customers as advocates because most consumers support brands that are honest and emphatic. You can extend your empathy through your customer service team.

As more and more businesses explore online trade, you can bank on a great customer service experience. You can partner with an outsourcing company who can round up a great team of customer service representatives who can communicate your brand well.  Your outsourcing partner can build these teams for you and handle the complexities of order management while you focus on your brand and your business goals.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. We take pride in our >97% client retention rate and NPS score of 72 demonstrating trust and open communication. Having extensive and profound expertise in ecommerce support, we’re here to help you build a great Ecommerce Support Team who can address your unique needs with up to 70% operational cost savings. You will have access to world-class talent that will be meticulously sourced and screened through our A+ Recruitment process. As your business demands shift, so can your Infinit-O team. Guaranteed operational excellence thru collaborative Service Level Agreements, metrics-intensive performance, and open communication. We are ISO 27001 and 9001 certified, GDPR and DPA2012-compliant, so your company and client’s data are always safe with us. 

Below are some of the experts we can gather for the unique ecommerce needs:

  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Social Media Managers 
  • Online Community Managers
  • Technical Support Representatives
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Other CX professionals

Let’s work together to build a great Ecommerce Support Team

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

9 months ago No Comments Views

Customer Experience: How Important Is Social Media Engagement?

Average Read Time: 8 minutes

  • What is Social Media Engagement
  • How important is Social Media Engagement
  • Ways of great engagement

It started around 2005-2006 when the traditional channels such as TV and print got their new challengers. YouTube, Facebook and Twitter had entered the mix. According to a study in 2019, people spent at least 2 hours and 23 minutes each day browsing social media. It goes without saying, most people if not everyone are constantly on their phone to browse at least a dozen different social media apps. So, as a business how important is Social Media Engagement? Well, the short answer is: it is very important.

First of all, what is Social Media Engagement? This is more than just making and sharing posts. It includes leaving reviews, engaging with people online (in the comments or private messages), and participating in live streams. Businesses these days will not get far if they do not consider doing their best with engaging with the denizens of their chosen social apps. Everyone is doing it, from small shops to big corporations. Here’s a few reasons why it is so important for you to stay engaged.

Posting is not enough

Making posts, or sharing stories does show an online presence, but more people are interested in interacting with an entity rather than merely observing it. During any form of crisis such as natural disasters or public health calamities like the COVID-19 pandemic, speaking and reaching out to the public can bring positive effects to your business followers. This means you pay attention not just in profit but exercising your corporate responsibility in your community from the information you share in your social media pages. However, one bad review can go a long way. It’s not easy keeping everyone happy but it is worth it. It is a good start to think about your social media customer service strategy.

Social Engagement Shows You Care

A business with social media accounts enables that business to reply socially and quickly. That may be difficult but it is crucial. Having the right team working on your social accounts is the best way to respond as soon as possible. A team should at least consist of the head social manager, a content creator, a content strategist and a digital artist. For example the community manager will be the one engaging with the posts and replying to inquiries and responding in the agreed SLA’s. A good and consistent conversation will let people know you are there to assist them in a timely manner and resolve their urgent issues. This way, they will be highly satisfied which will convert to organic referrals to your business. If your customers are online, then they are at least somewhat savvy with the web and will appreciate quick and efficient responses & resolutions to their inquiries. You must know how to use social media for customer service.

girl with cellphone

Branding Is Marketing

Creating accounts on several facets of the social media world is quite the undertaking, but a worthy one for sure. Whatever you do online will be the brand of your business – your reputation. Having a consistent tone and personality for the accounts is vital. Since this is a representation of your business, you must be thoughtful with how your in-house team is expressing your brand voice online. Your social team is responsible for your brand presence & reputation which will greatly affect your potential customers’ perception. A customer’s loyalty can go a long way and it can be earned through efficient social media engagement. Do you want it to be ironic and humorous, or kind and straight to the point? It is all up to you – it’s crucial that your brand personality in social media reflects your authentic company branding.

Closing Remarks

Many businesses today already have challenges in establishing and managing their social media engagement aspect of their work. It is not something you can simply forego. Having an online presence truly affects how the public perceives your business, and it can make or break your brand. This can be your digital footprint in how effectively you handle your business, your team members and your clients. 

There are many stumbling blocks when it comes to handling your social accounts, such as trying to be responsive 24/7, or remaining consistent along all the lines of communication. A lot of what happens online stays online. The public perception of a business affects how well it can thrive, a great online presence is vital in this modern age – your social proof.

Being on top of every engagement like comments, inquiries, shares, and reactions is very crucial to the success of your social media brand presence. This is a vital indicator of your customer satisfaction. 

At Infinit-O, we build great teams while helping you save 70% on operational cost. We understand the importance of your social media engagement in your business. We are here to help you build a great team of digital advocates that can handle your social media presence which includes inbound and outbound customer service partners, digital research analysts and operations specialists. 

Our goal is to create long lasting partnerships with our clients; rendering a strong combination of business consultancy, process optimization, and outsourced services; all utilizing the latest technology to provide excellent value for our clients. We are ISO-certified and GDPR-compliant, so your company and data are safe with us because information security is also our priority.

We understand the effects of customer experience and how it will help a business to improve it. We will assemble a team that will work closely on customer service day and night so you can focus on your core business operations.

Let’s Build a Great Team for you – starting with Social Media Customer Experience. 

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

1 year ago No Comments Views

6 Steps to an Effective Order Processing System

A reliable and efficient order processing system for your customers is crucial to business success. Without it, backroom operations will fumble, front end representatives will suffer, and customers are more likely go to a competitor that offers better service. A lot of time, money, and resources can be saved just by developing a proper order-processing guideline. It’s important for you to come up with the best procedure that will help you run your business smoothly and your customers happy.

Here are a few tips to keep in mind when processing orders:

1. Use a Standard Order-Taking Form

Using only one form will eliminate any confusion both internally and externally. It doesn’t matter whether a customer service representative takes the order over the phone, or a client directly fills out a form on your website, a standard form should be used. This way, whoever fills out the form knows what information is needed, and makes sure that all pertinent information is gathered. Some order details might vary depending on the item, such as options to choose color palettes, volume, or size. Make sure these details are included in the standard form so everyone will literally be looking at the same page.

2. Do not Accept Incomplete Order Forms

If all the needed information is not collected, there will be delays in processing it because there is a need to verify what exactly is required in the order. This will cause backlogs and will waste a lot of time. To avoid having to go back and forth between clients and backroom operations, the should be a system that makes sure the order form is returned and completed before it is processed.

3. Confirm the Order with the Customer

Confirming the order means that you’re acknowledging that the order forms were received, and that you’re about to process it. You may send an email that includes the order details, your contact information, and any other pertinent instructions as needed. Make it clear that the customer should reach out to you if there are any problems. You may opt to require the client to verify the order, but it’s often not necessary; your acknowledgment is what matters.

4. Circulate the Filled Out Order Form Internally

This is the time to distribute the order form to the departments and individuals who will perform any action connected to carrying out the particulars of the order, such as the finance team, backroom operations, manufacturers, depending on the nature of your business. It’s important to communicate with everyone concerned what the fulfillment dates are so that they know what to expect, and how best to keep within the timetable allotted.

5. Let the Customer Know About the Order Status

Clearly communicating with customers throughout the process is important. Keep them up to speed as to what the status of their order is. If there are delays or problems, let them know immediately instead of keeping customers in the dark. Give them the details of the order once it ships: tell them who the carrier is, what the tracking numbers are and the expected date of delivery.

6. Ask for Customer Feedback

After the customer receives the order, take the time to get some feedback. Many businesses skip this step, but it’s one way of knowing your client’s sentiments and getting insights into what needs to be improved with your order processing system and inbound call center services. If a client is delighted with the service, then this is also valuable feedback that let’s you know you’re doing the right thing. Having a customer service representative call after doing business is also one way of letting clients know that you value their opinion, thereby increasing the likelihood of them doing business with you again in the future.

Take the time to develop the best order-taking system that works for your customers and backroom operations. This way, it will be smooth sailing for your business and your clients remain satisfied and loyal.

Having a reliable contact center is a vital aspect of a business regardless of the industry they belong to. It must have several communication channels where customers can freely address their concerns and queries regarding the company’s products and services. With our results-driven solutions, you can expect your contact center to deliver the best responses your clients are looking for. Learn more!

When you’re ready to grow, think Infinit-O!

1 year ago 1 Comment Views

Outsourcing Companies Step-Up Acquisitions

The outsourcing industry has been defined just as much by acquisitions, as much as it has been defined by mega deals: think Xerox (NYSE:XRX) and Affiliated Computer Services. This November, several companies have announced acquisitions of other firms in a bid to redefine their services, and expand their business, and perhaps to give rise to the next Xerox-ACS caliber acquisition, within different industries including legal process outsourcing, IT outsourcing and call center outsourcing.

New York headquartered company, Accenture (NYSE:ACN), has acquired business process management services provider, Knowledge Rules.  The company announced on the 2nd of November that it has acquired the Philadelphia-based company to utilize Knowledge Rules’ expertise in PegaSystems.  According to Accenture’s Chief Technology Architect Paul Daugherty, “This acquisition immediately increases our capacity to implement Pegasystems-based solutions, and will enable us to train and develop more people, more quickly.”  A few days later on the 10th of November, Accenture announced that it has successfully acquired Beijing-based software company, Mogenesis, a provider of mobile software outsourcing services.  Following this, on the 19th of November, Accenture also completed its acquisition of Ariba, Inc.’s (NASDAQ:ARBA) Ariba Sourcing Services, an acquisition that had previously been announced on the 6th of October.  Hot on the wheels of these developments and Accenture once again advised that they are acquiring another company, CAS Computer Anwendungs-und Sytemberatung AG (CAS).  A Kaiserslautern, Germany based company, CAS is a provider of customer relationship management (CRM) and mobility software provider.

It has certainly been a busy month for Accenture as it has been acquiring companies left and right, but other companies have been making notable acquisitions as well.

Financial news and information provider Thomson Reuters (NYSE:TRI) announced on the 18th of November that it is acquiring legal process outsourcing services provider, Pangea3 .  Commenting on the acquisition, Peter Warwick, Thomson Reuters President and CEO said that, “[Thomson Reuters] will now bring to the legal marketplace a responsive, high-quality, transformative resource for a broad range of legal support work. This is particularly important as law firms and general counsel adjust to the realities of the ‘new normal,’ where efficiency, quality and responsiveness are paramount,” signaling Thomson Reuters entrée into the highly-competitive legal process outsourcing business.

This is not however, the only movement in the LPO space as days before the announcement by Thomson Reuters, the acquisition news that had been making rounds in the LPO space was the acquisition of legal process outsourcing company, LawScribe by UnitedLex on the 11th of November.

A number of acquisitions from smaller companies also came through this month, including the acquisition of IT outsourcing and business process outsourcing provider TechTeam Global (NASDAQ:TEAM) by Stefanini International Holdings Affiliate, Stefanini IT Solutions for $93.4 million.  The news came days before TechTeam Global reported its third quarter 2010 results wherein the company reported a net loss of $8.4 million following the company’s sale of its government subsidiary, TechTeam Government Solutions, to Jacobs Engineering Group (NYSE:JEC).

We will likely see more acquisitions coming through before the year ends.  Other companies such as Infosys (NASDAQ:INFY) and Globallogic, have already announced that they are in the market for acquisitions this year and the next, as companies continue to search for the winning combination that may ultimately land them at the top of their field.

Author: Audrey B.

1 year ago 2 Comments Views

50 Customer Service Quotes to Motivate You for 2015

For the past years, we have seen how the customer service industry continues to develop in meeting the growing needs of the customers. Tools are improved, methods are polished and people are equipped to achieve excellence in customer service delivery. Regardless of the “what” and “how” of customer service, the “why” is most essential.

The significance of having quality customer service is the long-term relationship you build with your customer. All the other reasons fall second. So to help you internalize customer service excellence, here are the best customer service quotes to motivate you for 2015.

  1. Truth builds trust. – Marilyn Suttle
  2. Make a customer, not a sale. – Katherine Barchetti
  3. Kind words can be short and easy to speak, but their echoes are truly endless. – Mother Teresa
  4. Sometimes the best discoveries are the result of simple observations. – Dr. Seyed Reza Agha Seyed Hosseini
  5. Capitalize on charm by continually captivating your customer. – Ryan Lilly
  6. Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong. – Donald Porter
  7. Make your customers comfortable and they will give you their lives. – Paul Orfalea
  8. In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts. – Jeff Bezos
  9. The way to a customer’s heart is much more than a loyalty program. Making customer evangelists is about creating experiences worth talking about. – Valeria Maltoni
  10. The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways. – Richard Branson
  11. Every day we’re saying, ‘How can we keep the customer happy? How can we get ahead in innovation by doing this?’… because if we don’t, somebody else will. – Bill Gates
  12. A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. – Mahatma Gandhi
  13. Customer service represents the heart of a brand in the hearts of its customers. – Kate Nasser
  14. Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers. – Ross Perot
  15. Your customers don’t care how much you know, until they know how much you care. – Damon Richards
  16. Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you. – Chip Bell
  17. Every great business is built on friendship. – JC Penney
  18. Customer experience is a catalyst of transformation. It directly impacts culture, strategy, structure and all parts of a business. – Christine Crandell
  19. Here is a powerful yet simple rule. Always give people more than they expect to get. – Nelson Boswell
  20. Being on par in terms of price and quality only gets you into the game. Service wins the game. – Tony Allesandra
  21. Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do, if you are to bring it to your customer interactions. – Betsy Sanders
  22. Your most unhappy customers are your greatest source of learning. – Bill Gates
  23. You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied. – Jerry Fritz
  24. In the world of Internet Customer Service, it’s important to remember your competitor is only one mouse click away. – Doug Warner
  25. Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business. – Zig Ziglar
  26. The customer’s perception is your reality. – Kate Zabriskie
  27. Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves. – Steve Jobs
  28. Customer service should not be a department; customer service is everyone’s job. – Ken Blanchard
  29. Well done is better than well said. – Benjamin Franklin
  30. If you do build a great experience, customers tell each other about that. Word of mouth is very powerful. – Jeff Bezos
  31. The purpose of a business is to create a customer who creates customers. – Shiv Singh
  32. Whether you are big or small, you cannot give good customer service if your employees don’t feel good about coming to work. – Martin Oliver
  33. Profit in business comes from repeat customers; customers that boast about your product and service, and that bring friends with them. – W. Edwards Deming
  34. The customer experience is the next competitive battleground. – Jerry Gregoire
  35. Know what your customers want most and what your company does best. Focus on where those two meet. – Kevin Stirtz
  36. You’ve got to look for a gap, where competitors in a market have grown lazy and lost contact with the readers or the viewers. – Rupert Murdoch
  37. Every client you keep is one less that you need to find. – Nigel Sanders
  38. If we keep doing what we’re doing, we’re going to keep getting what we’re getting. – Stephen Covey
  39. Excellent firms don’t believe in excellence – only in constant improvement and constant change. –Tom Peters
  40. The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. – John Russell
  41. If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends. – Jeff Bezos
  42. If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers. – Shep Hyken
  43. Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. – Steve Curtin
  44. Customer Service is everything and anything that touches a customer – directly or indirectly. Customer service means servicing customers and it’s so much more than just solving problems or addressing complaints. Customer service is part of a holistic customer experience that is capable of providing a critical competitive advantage in today’s increasingly cluttered and commoditized marketplace. – Joseph Jaffe
  45. The goal as a company is to have customer service that is not only the best but legendary. – Sam Walton
  46. A man without a smiling face must not open a shop. – Chinese Proverb
  47. Do what you do so well that they will want to see it again and bring their friends. – Walt Disney
  48. Do more than what is required of you. – George Patton
  49. When the customer comes first, the customer will last. – Robert Half
  50. We are what we repeatedly do. Excellence then, is not a single act, but a habit. – Aristotle

Nowadays, the traditional landline phone customer service that businesses have may not serve your customers well—considering that we’re living in the technology era. Having customer support in other types of network such as through online and mobile are some of the customer assistance services we have, which can take your entire customer service to a whole new level. Learn more!

We have created a simple presentation of these best customer service quotes so you can easily share them to your colleagues! See embedded presentation below or click here to download from Slideshare.

1 year ago 3 Comments Views

10 Zappos Stories That Will Change the Way You Look at Customer Service Forever

Companies that are devoted to their customers’ satisfaction reap loyalty and recognition that will reverberate across the business sector and beyond.

Such is the case with, an online shoe and clothing shop based in Nevada. The e-commerce website raised the bar high in terms of providing the best client experience, you’ve most likely heard about them too!

They have stood by their core values which includes giving their customers a WOW service—being unconventional and innovative in their approach. They have modified their customer service metrics from the usual call time, tickets opened, tickets resolved, response time, and the like to what they call a Net Promoter Score (NPS) and Personal Service Level (PSL) for each of their service reps.

Its goal is to identify how customers will frequently shop with them and share the experience with others as well as qualify the time spent with customers. And because they have invested time with their clients, the good feedback about their company and their services just kept pouring in.

So we have rounded up the Top 10 inspiring Zappos customer service stories that will challenge businesses how to become better at offering first-rate customer service experience:

1. The Best Man and his shoes

Jay purchased his shoes off for his best man stint mainly because they were the cheapest. Unfortunately, the courier routed his package to the wrong location and won’t be arriving on the day he’s supposed to wear it. So he called Zappos about his dilemma and immediately got his issue solved in no time. Not only did Zappos settle the problem by offering to overnight a replacement pair of shoes at no cost, but he was also even upgraded to a VIP account and given a complete refund.

Jay, blown away by the great customer service he received only has this to say, “Zappos has earned a customer for life — In addition to all of this, I originally ordered from them because they had the cheapest deal on the shoes I needed.

2. Free Toll for Massachusetts Turnpike Motorists

Zappos spreads good cheer for Thanksgiving. They teamed up with the Massachusetts Department of Transportation to cover the tolls on a particular section of the road from 5-7 PM back in November 2011. Massachusetts Department of Transportation CEO and Secretary Richard Davey said they wanted to make the drivers’ travel less stressful due to the holiday. Ain’t that thoughtful?

3. Record-Breaking 10-hour Customer Service Call

Contrary to the accepted call duration metric, Zappos doesn’t hurry its customers just to beat a call time requirement. This particular customer service phone call on December 8, 2012, was not even about a complaint. The Zappos customer service rep took time to have a conversation with the caller about living in the Las Vegas area which clocked in at 10 hours and 29 minutes!

While the phone chat may have gone beyond clothes and shoes, it still ended with the caller purchasing a pair of Ugg boots. One Zappos rep explains, “Sometimes people just need to call and talk…We don’t judge, we just want to help.

4. Refusing a Shoe Exchange

No, it is not bad feedback. Truth is, Sarah was a happy Zappos customer. She emailed Zappos to have his son’s Keen Kids Newport H2 sandals exchanged because one of its straps broke. A prompt reply was sent back to her saying that they will be overnighting her order for free and she doesn’t have to send back the defective pair.

When the shoes finally arrived, it was actually the wrong pair. She tried sending it back to Zappos but they refused. Instead, they told her to donate the shoes to charity while they overnight the correct ones to her.

5. Leather-Free Shoes for Vegans

As per Wikipedia, “veganism is the practice of abstaining from the use of animal products, particularly in diet, as well as following an associated philosophy that rejects the commodity status of sentient animals.” Hence the very limited options vegans have when it comes to purchasing food and other items like clothing and footwear. But Tabathia S. was so delighted for Zappos to consider vegans like her.

She posted this on Zappos Customer Testimonial page, “I just found out that Zappos added a category for Vegan shoes and products! You don’t even know how happy this makes me to find leather-free goods. I just forwarded the link to a group of about 150 people. Thank you so much. Keep it up and please continue to increase your offering.” How’s that for effective marketing?

6. Six Pairs of Shoes and a Bouquet of Flowers

This customer, whose mother’s left foot was numb and sensitive to pressure due to recent medical treatment, bought six pairs of shoes for her in hopes that one of them would work. But after receiving the orders, the mother called Zappos to explain her medical condition and to ask how to return the shoes.

Two days later, a large bouquet of flowers was delivered at her doorstep from Zappos, with a sweet get-well-soon message. Two days after that, the customer, her mother, and even her sister were all given VIP memberships granting them shipping on all orders without charges.

7. Sympathetic Gesture for a Grieving Customer

Zaz Lamarr needed to return some shoes to Zappos but her mother just passed away and was still coping from the loss that she didn’t have the time to do it. When Zappos emailed her to ask about the status of the shoes, she replied about what happened. Zappos took care of the shipping and had the courier pick up the shoes for her at no extra cost.

Zappos didn’t stop their customer care there. Zaz writes, “Yesterday, when I came home from town, a florist delivery man was just leaving. It was a beautiful arrangement in a basket with white lilies and roses and carnations. Big and lush and fragrant. I opened the card, and it was from Zappos. I burst into tears. I’m a sucker for kindness, and if that isn’t one of the nicest things I’ve ever had happen to me, I don’t know what is.” Now, that is what you call “going the extra mile.

8. A Handwritten Card to Remember

Beth, a blogger, first called Zappos because one of the zippers on the Ugg boots she purchased for an 11-year-old family member was broken. So Zappos arranged for the boots to be returned and will have the new pair shipped to them the next day. However, since the style was discontinued, they picked out a different pair which is cheaper than the first. Zappos refunded them the $30 difference and had the defective boots returned free of charge.

Two months later, the boot broke again so she called customer service once more. The replacement pair was actually $30 more than the defective one. But Danielle, the Zappos rep she spoke to, insisted that Zappos cover it, send a label with a free return of the defective shoes and ship the new ones the next day. And they followed through it.

You’d think the service ends there. Beth received a thoughtful thank you card in Danielle’s handwriting. She was so satisfied with the service she received that she blogged about it and encouraged her readers to pass along the story to others.

9. Timmy Wants to Chat About Timmy

This particular one was taken from Zappos Live Chat. The chat support was given to Timmy who had a quirky request which Zappos most happily indulged. He basically just wanted to verify the quality and flexibility of Zappos’s chat agents. Read on:

You are now chatting with Jonathan
Jonathan: Hello Timmy. How can I help you?
Timmy: do you know how wide the G-Shock Atomic Solar – AWG101 SKU #7403774 is?
Timmy: I mean, how big a wrist it would fit?
Timmy: Timmy has a big fat wrist
Timmy: Timmy need to watch grande
Jonathan: I’ll see what I can find out for Timmy.
Timmy: awesome. and can we please continue to talk about Timmy in the 3rd person? Timmy likes to boost Timmy’s ego by talking about Timmy that way
Jonathan: Jonathan would be happy to neglect the use of pronouns for the duration of this conversation.
Timmy: Jonathan and Timmy shall get along just fine
Jonathan: Will Timmy be able to measure Timmy’s wrist?
Timmy: Timmy’s wrist is big, but not Biggie-Smalls big. Timmy doesn’t have the required measurement instruments.

For sure both of them were all smiles after that chat support, as we were writing this. Just as you are smiling now, reading this.

10. Zappos CEO Tony Hsieh’s Personal Story

Tony Hsieh, CEO of Zappos, has shared this story with almost all the presentations he was invited to. It was his personal story that he most fondly narrates to his audience.

Hsieh took his clients out for a night in the town so when the bar closed they all went back to their hotel room. One of his clients craved pizza but the hotel’s room service was closed for the night. Hsieh suggested that this client call Zappos for this request, even though his company is a fashion retailer. He was confident about his company’s customer service.

Of course, Zappos did not deliver pizza, but the rep who took the call at 2 AM, found three pizza parlors that were still open near the hotel and made the order for the client.

Our Takeaway

There are too many good Zappos customer service stories but we can only list ten. Zappos was able to cultivate a culture that offers only outstanding customer support. They make customers so satisfied that one actually describes Zappos as “Happiness in a box.”

Our takeaway: make every encounter with customers count. Give them a unique experience, and you’ll be sure to reap benefits from years to no end.

This curation is also available on Slideshare.

Nowadays, the traditional landline phone customer service that businesses have may not serve your customers well—considering that we’re living in the technology era. Having customer support in other types of networks such as online and mobile are some of the customer assistance services we have, which can take your entire customer service to a whole new level. Learn more!

1 year ago No Comments Views

What makes Best Buy’s social media presence so effective?

Just over a year ago, Best Buy was in bad shape.

Declining sales and competition from successful retail giants such as Walmart and Amazon nearly drove the company’s original founder to buy back the store chain for $1 billion out of his own pocket and turn it private, according to Forbes.

But since then, Best Buy has experienced a modest rebound, with stocks undergoing a steady increase for most of this year already. The company has found success by digging into its unique and highly effective social media presence.

In fact, social media management and research service Conversocial recently released a report ranking online customer service interactions among 100 leading retail companies. Of those 100, Best Buy came out on top as the only organization to receive a full five stars. According to Internet Retailer, the study looked at specific metrics such as average response time when fielding customer inquiries over social media channels, as well as how many inquiries the companies cared to respond to at all.

What can businesses learn from Best Buy’s social media presence? And how can an outsourcing company achieve the same level of success? Here is a closer look into what makes it all work for Best Buy:

Low average response times

Best Buy knocked out all other competitors in the Conversocial report with an average response time of 14 minutes on all social media channels. The company also successfully responded to 42.1 percent of total customer inquiries over both Facebook and Twitter. Outsourcing social media efforts to a BPO company can especially help small businesses that lack the resources and time to constantly check feeds and respond to multiple inquiries. Best Buy already demonstrates strong face-to-face customer service through its in-store Geek Squad program. But much of these fast response times on social media inquiries can be attributed to customer-service-specific accounts.

Previously, the company utilized the @Twelpforce handle as an official Best Buy Twitter account devoted exclusively to fielding customer questions and concerns about any product. The account achieved more than 47,000 followers before recently merging over to the already existing @GeekSquad handle, where it continues to operate in much of the same capacity.

The right people

Because the company encourages such a large online customer service team, all new Best Buy sales clerks are trained in social media from the very beginning. As a result, the people contributing to the @GeekSquad account are often the same helpful employees found on the showroom floor of any Best Buy chain in the U.S.

Best Buy is a large retail corporation that can easily afford such a robust social media presence. But smaller businesses with limited resources can still incorporate many of Best Buy’s strategies into their own social media operations by hiring the right social media outsourcing company. 

1 year ago No Comments Views

Top 8 Social Media Trends This 2014

Infinit-O Customer Experience social Media Trends 2014

In the past years, we’ve seen the growth of social media marketing and how it affects customer behavior and engagement. This year, social media will continue to thrive, and in order to get ahead of the competition, businesses should know how to maximize exposure in this ever-growing channel. Here are the trends that are expected to hit social media this 2014:

1. Paid social ads will be on the rise.

The most effective social media campaigns this 2014 will be paid ads, as all major social media platforms (Facebook, Twitter, and LinkedIn) are now offering paid advertising. Social media advertisements are proving to be a lot more effective than traditional forms of advertising. What’s behind the growing success of social ads? Social media marketing has the potential to reach large numbers of people for a little cost and they are quick to catch on for consumers.

2. Social mobile is now mandatory.

Social mobile is now becoming essential. Younger age groups, in particular, are logging into their social media services via their mobile devices. The rise of mobiles and their almost universal use means that optimizing your social content for mobile is vital. This year, companies should make sure their blogs are viewable on mobile devices by using responsive templates. Visual content such as images and videos need to be easily viewed on smartphones and tablets.

3. Visual social takes center stage.

Visual social content is now a serious contender in social media marketing. With the rise of Pinterest and Tumblr, it’s going to become increasingly important to produce content in visual form (whether they are infographics, images with text overlay, or pretty quote graphics). Slideshare Mobile and Path will also continue to grow. These social networking sites will become an integral part of retailers’ marketing strategies.

4. Videos, particularly micro-videos, are in.

Videos should continue their upward ascent in the social media marketing toolbox hierarchy- specifically, short-form videos. YouTube shows no sign of fatigue yet for brands, the best promises come from the rise of applications such as Vine (with 6-second video capabilities) and Instagram (with 15-second video capabilities) complete with filters and integration within Facebook. More companies embrace these short videos as quick, inexpensive, and efficient ways to tell their brand story.

5. Google+ is the new superstar.

With over half a billion users and growing, Google+ is now becoming a vital component in SEO, social media marketing and content moving. Google+ has bigger ownership in terms of search power than Facebook and it is one of the most powerful social forces on the Internet today. Google+ creates a strong community that allows you to use your brand and identify consumers who share an interest in your products. Promoted posts are the future of Google+ which makes more companies experiment and expand their presence on the platform.

6. Companies will experiment with Snapchat.

Companies have an appetite for so-called “ephemeral” networks like Snapchat, where content literally vanishes seconds after being received. As content on the major networks becomes more corporate and commodified, Snapchat and services like it restore some of the fun and spontaneity to social media. With the recent launch of Snapchat Stories, brand marketers now have an opportunity to ask customers to share their stories or interact with them, which would increase engagement and promotions.

7. LinkedIn will strengthen its position as a B2B market player.

LinkedIn will emerge as the primary player in the B2B market. Today, it has 238 million users and is the #1 social networking site for professionals. LinkedIn has managed to position itself as one of the largest sources of content curation and generation for professionals with the launch of its Influencers program. This means that the advantages of being on LinkedIn will be massive for B2B marketers. LinkedIn will become the most important publisher. It will become a premium destination for industry news, and organization needs to take part in that ecosystem.

8. Twitter takes over.

Facebook is a promising social media marketing outlet and it still has its value. However, Twitter is trending to take over many different marketing efforts. A study by Pew Internet & American found that more and more teenagers were shifting from Facebook to Twitter and Instagram, in great part “because there is less drama”. Twitter is expected to soar above other social media sites. Many companies already use Twitter to build a network, re-distribute content from their websites, and create a personal brand.

Consider these trends your guide as you create your social media strategy this year. We can also help you through our social media outsourcing services. You can learn more about it here

1 year ago No Comments Views

Improve Buyer-Seller Relationship With Purchase Order Matching and Entry

In an age of customer, purchase order matching and entry have high error rates and customer complaints go unanswered for weeks. The typical ways for improving buyer-seller relationship – process rationalization and automation – has not yielded the remarkable improvement companies need. Particularly, huge investments in IT resulted in poor results – mostly because companies tend to make use of technology to automate hoary ways of improving business performance. They place the current processes intact and use PCs only to get faster results.

But speeding up is not a handy solution. You need to address all your basic needs. One way to improve purchase order matching and entry is to help examine all processes more professionally, but a better option is to avoid all the variations at first. You have to set up an “in-voiceless processing”. At this moment when the purchasing department places an order, it places the information into online record. This department does not need to mail a copy to everyone in the organization. When the supplies come, you need to check your records if they match an existing purchase order. If it is matched, you must accept them and enter it into your PC.

In four different types of purchase order matching and entry levels, you must:

  1. List the products you want to send;
  2. List the quantities of a single product that you want to deliver to your business in a series of consignments, usually on a set deadline;
  3. List products that you want to ship straight to your buyer. The seller sends you a receipt, and you send a bill to your buyer; and
  4. List the numbers of a single product that you want to deliver straight to your buyers in a series of consignments, generally on a set deadline. The seller sends you a receipt and you send a bill to the buyer.

Another way to overcome those performance deficits is to focus on three levels of relationships:

  • Adversarial: This approach designs dynamic power management strategy. It is the level where buyers drop sellers even on the last bit of a discount. Focusing specifically on cost at this level is very important for both.
  • Barometric: In global business, Barometer level refers to an indicator about the fluctuations in economy. At this level, both of you has to check the atmospheric pressure (business atmosphere) and fluctuation in sales taxes. Although it is very close relationship but still you need to develop a trustworthy relationship with one another. Normally it is a short-term contract but the results are long-term.
  • Complementary: This level shapes long-term business relations. It is where true bonding or integral partnering occurs. Both of you should have a mutual level of trust and a proper understanding of your values and needs. In complementary level, efforts are made on both ends to help get exactly what is required.

Nowadays business professionals are way too busy negotiating with suppliers for maximum discount, overseeing global agreements and making decision on selection. In such situation, most prefer third party services. These include trained professionals to help you in overcome those patchy areas: creating list of purchase order, managing procurement, developing a strategy for detailed accounts information, entering funds and recording other vital required information. A perfect purchase order matching and entry would certainly improve your company’s performance. Bottom line: A professional accounts payable team is a must to improve buyer-seller relationship.

1 year ago No Comments Views


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