To acquire new customers, listen to old customers
Every business needs to increase its customer base to survive and grow—which is why customer acquisition is often the focus of marketing strategies. Unfortunately, acquisition efforts can make a dent in your marketing budgets without giving you any significant bump in earnings. That's because customer acquisition needs to be bolstered by customer retention before it can translate into sustained growth.Take stock of the numbersMarketing and sales teams are under constant pressure to deliver bigger and better numbers in terms of new leads, customers, and revenue. Often, their sole goal is to optimize and expedite the customer journey from inquiry to sales, sign-up, or subscription. This is where senior management and the C-suite need to step in. It's important to set long-term goals for your sales teams, drawing on relevant data from other departments like customer service, tech support, billing, and community building. Considering points of interaction in the customer journey, and paying keen attention to missteps, can provide the perspective necessary to build better CX and attract loyal customers. Make sense of the numbers Data doesn't show you everything. To add real value to the data, you need to see the numbers for the living, breathing people behind them. Only when you humanize the data will you understand the truth about customer needs and expectations. How can you be sure you understand what people want from their experience with your company? How can your business build rapport with potential customers? Look to your customers Past and current customers provide an essential opportunity to learn. Your customers are diverse personalities, and getting to know them helps you craft more accurate customer personas to drive your marketing and CX strategy for the future. To get the most valuable information from these customers, be sure to:Find out as much as you can about your current customers' journey from when they first noticed your business to the moment of purchase and beyond. Track your past and current customers' journeys assessing every interaction and exchange across every channel, until the time they drop out, renew, upgrade, or advocate purchases from your business. Follow up with your past and current customers through carefully implemented personal feedback to understand and relate to the emotions and reasons that inspired their choices.Optimize feedbackEvery interaction your customer has with your business is feedback. Always be ready to listen and understand. Support is a great opportunity to do this, because the customer initiates the interaction with the intention of conveying honest feelings. No amount of brand-building and campaigns can build an emotional connection better than a well-managed support ticket—even if it does not end with an effective resolution. What really counts is how your customer feels before, during, and after the interaction. This is true for both B2B and B2C businesses. Past and present customers can tell you how they felt at various points during their customer journey. Their emotions and reactions to your content and processes at each point of interaction with your business provides valuable insight. Correlate this with information gleaned from support and you will know what it takes to tailor content that delivers value and provides impetus. Earning customer loyalty and brand equity is a bonus.
To fix customer service in Australia, put AI to work for employees
Australian business leaders can’t seem to crack the customer experience (CX) code. According to the LIKE.TG Customer Experience Intelligence Report, customer service has gotten increasingly worse over the past three years. Australians are waiting longer than ever—spending a combined 107 million hours on hold, 11% more than the previous year.We spoke to Simon Bowker, head of customer workflow solutions for LIKE.TG in Asia Pacific and Japan, to get his insights on waning CX and how to fix customer service in Australia.Why does Australia’s CX quality keep getting worse?Demand for better CX has grown, but supply hasn’t.On the demand side, consumers’ expectations continue to increase. Some companies are doing well, offering fully connected experiences. As a customer, I see these front-runners and expect more from other organizations—especially when prices are rising.On the supply side, increasing costs make it harder to hire at scale. Leaders have historically done a bad job of putting their stakeholders at the center of their technology. Completing even the simplest tasks can be time-consuming with legacy systems, making everything slower for both employees and customers.Many employees have to rely on clunky, problematic technology to deal with more demand from customers. With the wrong foundations, it’s inevitable to end up with a downward spiral that’s increasingly expensive and daunting to fix. Where should leaders start to improve CX?If you transform work for your No. 1 asset—your people—it will naturally improve how they then serve your customers. But if your people aren’t empowered to do their best work, and technology is burning productivity instead of boosting it, then you don’t need to be an economist to see there’s a problem.So how do we improve employees’ experience of technology? Do we just rip and replace what we have? That’s almost like rebuilding the company from the ground up.We believe you can augment existing systems instead of replacing them. This is where AI plays an incredibly important role. If you use AI strategically, you can scoop data out of complicated back-end systems, make intelligent sense of it, and deliver the right information to employees in a clear and timely way that lets people do their best work.What’s more important: AI for customer or employee solutions?Start with employee-facing systems if you have to choose, but ideally, you want to apply AI to both, covering as much of the customer journey as possible.Chatbots, for example, can be used on both sides of the experience equation. If I’m a customer with a specific but relatively straightforward issue, a customer-facing chatbot can give me what I need quickly and efficiently.Some issues involve a lot of information in a lot of systems, or may be too complex, unique, or nuanced to be understood by a machine. In those cases, you need a highly skilled person, increasingly like a personal concierge, who can solve more difficult problems.These employees can also benefit from a chatbot that validates policies, checks that they’re up to date, and gets data from multiple messy back-end systems. If you start with employee experience, you can apply AI to accelerate processes, decisions, and outcomes—which streamlines every step for customers. Why are leaders getting tech and process debt in CX?Inertia can create a huge drag on CX. Leaders often think, “Change is too hard. We just have to continue with what we have.”The global banking industry illustrates another path. Banks rely on mainframes from the 1960s and ’70s for their core systems. The “too hard” mindset would say digital banking is impossible—replacing the mainframes would come at enormous cost and potential disruption.But with online banking, we’ve seen the augmentation of that back-office infrastructure by putting something more modern and flexible on top of it. Banks had to do that because there was such huge demand for online banking that they couldn’t afford to say it was “too hard” anymore.There’s always a trade-off between effort and reward. Smart leaders realize, “I need to solve this now. Otherwise, I’ll lose market share.” The best time to shake that too-hard mindset is as soon as possible, before you reach a point where your competitor can do something in two minutes that takes your company 20.Is there any impetus for brands to get out of that “too hard” basket?Disruption can come from anywhere: newer digital-first firms, overseas market entrants, and so on. The customer expectations and market share composition of your industry can change overnight, like we’ve seen with banks and fintech. This makes the market concentration we’ve historically seen in Australian industries more susceptible to upheaval.Thankfully, at many of the enterprises we talk to, leaders recognize that AI can make the problem of “too hard” transformations easier to solve. Once you start with AI, the improvements tend to compound and accelerate very quickly.Find out more, including stories of successful CX transformations, in our full CX report for Australia and New Zealand.
Top 10 Best Employee Engagement Software
In today's competitive business environment, it is becoming increasingly important to foster a positive company culture to attract and retain top talent. One of the key factors in creating a thriving organizational culture is employee engagement. Employee engagement platforms have emerged as a powerful tool for organizations to achieve this goal. Employee engagement platforms are software solutions that are specifically designed to improve employee engagement, satisfaction, and overall employee well-being. They help organizations connect with their employees, recognize their achievements, and provide ongoing feedback and support. In this article, we will explore the top 10 employee engagement platforms and their key features to help you choose the best solution for your organization. Why is Employee Engagement Important in the Workplace? Employee engagement is crucial for the success of any organization. Engaged employees are more loyal, productive, and more likely to go the extra mile for their employers. Research shows that organizations with higher employee engagement levels enjoy improved employee retention, higher customer satisfaction, increased profitability, and better overall performance. A strong employee engagement strategy can also impact the overall company culture, creating a positive environment where employees feel valued, heard, and motivated to contribute. By fostering a positive culture of engagement, organizations will be able to unlock the full potential of their workforce, driving innovation and growth. Factors to Consider When Choosing an Employee Engagement Platform Before diving into the top 10 best employee engagement platforms, it's important to understand the key factors to consider when choosing a solution for your organization. These factors include: Ease of use: Employee engagement platforms should be user-friendly and accessible for employees at all levels of the organization. Scalability: As your organization grows, the platform should be able to upgrade and accommodate a greater number of users. Customization: The platform should be easily customized to fit your organization's unique needs and culture. Integration: The solution should integrate seamlessly with your existing HR systems and other tools used by your organization. Analytics and Reporting: The employee engagement platform should offer robust analytics and reporting features to help you measure the success of your employee engagement initiatives. Top 10 Best Employee Engagement Platforms 1.Workmates Workmates by LIKE.TG is an employee communication and engagement platform designed to streamline communication, collaboration and employee recognition, within organizations. It provides various features and tools to facilitate effective communication among employees and enhance employee engagement. The app provides a comprehensive employee directory and news feed feature. It enables employees to create and participate in group chats, making it simple to collaborate on projects, share ideas, and communicate with specific teams or departments. It includes features to recognize and appreciate employees' achievements and milestones. Workmates allows organizations to gather feedback from employees through surveys and polls. Workmates is also available as a mobile employee app, allowing employees to access and engage with the platform conveniently from their smartphones or tablets. Overall, the Workmates app aims to improve internal communication, foster employee engagement, and create a sense of community within organizations. Try WorkmatesInteractive Demo Click through it yourself withinteractive demo. Try It Now 2. Learnamp Learnamp is an employee learning and development platform designed to enhance employee skills, knowledge, and performance within organizations. It provides a range of features and tools to facilitate effective learning and training initiatives. The platform allows organizations to create personalized learning paths for employees based on their roles, skills, and career goals. This ensures that employees receive relevant and targeted learning content tailored to their individual needs. 3. Google Classroom Google Classroom is an online learning management system developed by Google. It is designed to help organizations create, distribute, and manage tasks, as well as facilitate communication and collaboration with employees. Google Classroom integrates with other Google tools such as Google Drive, Google Docs, and Google Calendar, streamlining the workflow for both managers and employees. It allows for seamless file sharing, document collaboration, and scheduling of tasks and deadlines. 4. Kahoot Kahoot incorporates gamification elements, making learning and engagement more enjoyable for employees. It uses game-based quizzes and challenges to test knowledge, encourage participation, and create a sense of friendly competition among employees. Kahoot allows organizations to conduct interactive surveys and polls to gather employee feedback, opinions, and ideas. Kahoot can be used to recognize and reward employee achievements. Organizations can design quizzes or challenges that highlight outstanding performances or milestones, allowing employees to be celebrated and appreciated in a fun and interactive way. 5. The Go Game The Go Game is an interactive team-building and employee engagement platform that combines technology, challenges, and real-world experiences. The Go Game utilizes a mobile app that serves as a central hub for participants. The app provides instructions, clues, and real-time updates during the game, keeping employees engaged and excited throughout the experience. It combines technology, real-world experiences, teamwork, and friendly competition to create a memorable and impactful experience that enhances collaboration, communication, and overall employee engagement. 6.TINYpulse: A lightweight employee engagement platform, TINYpulse offers pulse surveys, as well as integration with popular collaboration tools like Slack and Microsoft Teams. TINYpulse's unique feature is its focus on using anonymous feedback to encourage open and honest communication between employees and managers. It also includes features for benchmarking against industry standards and best practices, to help companies stay competitive and up-to-date on the latest trends in employee engagement. 7. Peakon: With a focus on data-driven insights, Peakon offers real-time feedback, employee surveys, and actionable insights to help organizations improve employee engagement and satisfaction. Peakon's unique feature is its focus on using AI and machine learning to analyze employee feedback and provide actionable insights to managers. This helps to identify trends and areas for improvement in real time, and enables managers to take immediate action to address any issues. 8. Achievers: Achievers is an employee engagement platform that helps companies track and improve employee satisfaction, retention, and performance. The platform uses surveys, feedback tools, and analytics to give companies insights into how their employees are feeling and performing. Achievers' unique feature is its focus on using recognition as a key driver of employee engagement. 9. Motivosity: Focused on employee recognition and rewards, Motivosity offers a range of features, including peer-to-peer recognition, customizable rewards, and integration with popular HR systems. Motivosity's unique feature is its focus on creating a social network-like environment for employees to interact with each other. 10. Emplify: Offering a suite of tools for measuring and improving employee engagement, Emplify's unique feature is its focus on using data-driven insights to help companies make informed decisions about their employee engagement strategies. The platform provides real-time feedback and insights to managers, enabling them to take immediate action to address any issues or concerns. It also includes tools for goal-setting, performance tracking, and recognition to help improve overall employee engagement and satisfaction. Key Features of The Best Employee Engagement Software The best employee engagement software are those that help organizations measure and improve engagement levels. The Workmates App of LIKE.TG offers some of the best attributes such as: Pulse surveys: Regular, short surveys that help organizations gather real-time feedback from employees, providing insights into engagement levels and areas for improvement. Recognition and rewards: It enables employees to give and receive recognition for their achievements, fostering a culture of appreciation and boosting engagement. Goal-setting and tracking: It helps employees set and track progress towards their professional goals, promoting a sense of purpose and accomplishment. Feedback and one-on-one meetings: Workmates facilitate ongoing feedback and communication between employees and their managers, promoting open dialogue and continuous improvement. Analytics and reporting: Robust reporting and analytics features of Workmates help organizations measure the success of their employee engagement initiatives and identify areas for growth. Integrating Employee Engagement Solutions into Your Company Culture To truly elevate your company culture, it's important to integrate your chosen employee engagement platform into the fabric of your organization. This means ensuring that employees at all levels are aware of the platform and its benefits, and are encouraged to actively participate. Start by promoting the platform during onboarding and training sessions, and provide ongoing support and resources to help employees navigate the system. Encourage managers to regularly use the platform for feedback, recognition, and goal-setting, and incorporate the platform's analytics and reporting features into your organization's performance management processes. Measuring the Success of Your Employee Engagement Initiatives To determine how effective is your employee engagement platform, it's essential to establish clear metrics and KPIs. Some common metrics to track include employee participation rates, survey response rates, recognition activity, and overall engagement scores. Apart from monitoring these metrics, it's equally important to regularly review the insights and recommendations provided by the platform's analytics and reporting features. This will help you identify the key areas for improvement and adjust your employee engagement initiatives accordingly. Customizing the Employee Engagement Software No two organizations are exactly alike, and the best employee engagement platform should be flexible enough to adapt to your company's unique culture and requirements. Look for a platform that offers customization options, such as the ability to create custom surveys, recognition programs, and rewards. Also, consider how the platform can integrate with your existing HR systems and tools, as seamless integration can help streamline your employee engagement initiatives and ensure a consistent user experience. Investing in the Best Employee Engagement Platform While implementing an employee engagement platform may require an upfront investment, you should focus on ROI as well as the long-term benefits. By choosing the best employee engagement platform for your organization and integrating it into your company culture, you can create a positive work environment that fosters creativity, innovation, and growth. This can lead to a competitive advantage in the marketplace and position your organization for long-term success. It's important to carefully consider the costs and benefits of each employee engagement platform before making a decision. Look for platforms that offer transparent pricing models and provide a clear roadmap for implementation and ongoing support. Conclusion In today's fast-paced business environment, employee engagement has become a critical factor in creating a positive and productive work environment. By carefully considering the key factors in choosing an employee engagement platform, such as ease of use, scalability, customization, integration, and reporting and analytics, organizations can select the best solution to fit their unique needs and culture. Integrating the chosen platform into the fabric of the organization and measuring its success through established metrics and KPIs can help drive long-term benefits and ROI. Investing in the best employee engagement platform can elevate your company culture, attract and retain top talent, and position your organization for long-term success in today's competitive marketplace. Want to Improve YourCompany Culture Find out what type of company cultureis right for you. Try It Now
Top 10 Customer Experience Metrics & KPIs to Measure Success
Providing a quality customer experience is a key goal of every business. Customer experience metrics make it easy for you to track and assess the experience of clients.In addition, these metrics help to identify effective strategies to provide a positive experience.In this blog, I will take you through the best metrics to apply in your business to improve customer experience. What are customer experience metrics?Customer experience metrics are quantitative measurements taken from clients that provide insight into their experiences with the business.Measuring customer experience is essential for businesses to understand how well they meet their customers’ needs and expectations.It involves collecting and analyzing data from various touchpoints to gain insights into the customer’s journey and their overall satisfaction with the brand.These numbers may change over time and at each stage of the operations in business.Key metrics for measuring customer experienceYou can track different aspects of the customer experience by use of different metrics. Here are some of the best customer experience indexes you can use in your business.1. Customer satisfaction (CSAT)Customer satisfaction (CSAT) is an aggregate measure of how satisfied customers are with a product or service.Most CSAT responses are based on a rating scale of 1 to 5. 1 indicates a very dissatisfied client, and 5 indicates a very satisfied client.Here is a typical example of a formula that you can use to calculate a CSAT score as a percentage.In this sample formula, 4s and 5s are positive responses.2. Net promoter score (NPS)The net promoter score (NPS) gauges whether or not your clients will recommend your products and services to others.In addition, NPS measures client happiness, loyalty, and trust. You can determine it by asking customers if they would recommend your company to others.Use the following formulas to know your NPS. They are based on a scale of 1 to 10, in which 10 is very likely to recommend the company, and 1 is unlikely to recommend it.3. Customer effort score (CES)The CES metric tracks the effort users put into using your product or service.CES reveals whether clients find it easy, average, or very hard to engage with your business to solve problems, get answers to questions, and more.A standard scale for CES measurement is 1 to 7. 1 indicates that the end user considers working with the company very hard.In contrast, 7 indicates that the customer finds working with the company to be easy. Take advantage of the following formula to determine your CES:4. Average resolution rateThis customer experience index tracks the accountable time it takes for a ticket to be resolved. With it, you can see how long customers are waiting for their issues to be resolved.Similarly, it helps you gauge how good your support team is at solving customer issues.By examining this metric over time, you can see whether your average resolution time is trending longer or shorter.Ideally, it should be about the same or shorter, because customers greatly value quick answers. When resolution of issues is fast, it improves customer experience improves.5. Average first response timeThis metric tracks the average time elapsed between ticket creation and the first response from the support team.Customers don’t like it when they are left unattended. This leaves them unsure of whether anyone noticed their issue or not.Maybe it disappeared into an electronic abyss, never to be seen again?Therefore, you need to check on your customers’ tickets and should send the first response as soon as possible. This relaxes clients because they feel noticed and taken care of. By monitoring this metric and keeping it low, you can ensure the clients’ experiences are good from the start.6. Customer churn rateCustomer churn rate is a significant metric for businesses, particularly those in subscription-based models or those with other recurring revenue streams. It’s the percentage of customers who discontinue using a business’s products or services over a specified time period.Understanding and managing customer churn is essential for maintaining and growing a customer base, ensuring sustainable revenue, and enhancing overall business health.The churn rate is calculated by dividing the number of customers lost in a timeframe by the total number of customers at the beginning of the timeframe, then multiplying by 100 to express it as a percentage.7. Customer retention rateThe customer retention rate is a customer experience metric that measures the ability of a business to keep its customers over time.High retention rates indicate customer satisfaction, loyalty, and the effectiveness of a company’s customer service and engagement strategies.Retaining existing customers or users is often more cost-effective than acquiring new ones, making a good rate vital for sustainable business growth and long-term success.8. Customer lifetime value (CLV)Customer lifetime value is a customer experience metric that estimates the total revenue a company can expect from a single client account throughout the duration of their relationship.It considers not just the immediate value of a transaction, but the entirety of potential future purchases, subscriptions, or recurring revenue generated by that customer.Understanding CLV helps companies make informed decisions about customer acquisition, retention strategies, and resource allocation to maximize profitability. Following is the formula to determine CLV.9. Trial-to-paid conversation rateThe trial-to-paid conversion rate measures the percentage of users who convert from a free trial to a paid subscription or purchase.This customer experience metric is for businesses that offer free trials as part of their sales strategy, such as software-as-a-service (SaaS) companies.A high conversion rate indicates that the trial experience is effectively demonstrating the value of the product, leading to successful sales.10. First contact resolution (FCR)First contact resolution is a customer experience metric that measures the percentage of customer tickets resolved with just one interaction with a customer service representative.These are customers that do not require a follow up or escalation on the issue presented. High FCR rates are a sign of efficient and effective customer service, which boosts customer satisfaction.The FCR rate can be calculated using the following formula.Importance of tracking customer experience metricsTracking customer experience metrics are essential because it:Increases your productivityCustomer experience metrics mutually benefit you and your customers. By tracking customer experience using metrics such as CSAT, you can synthesize the advice you get from customers and use that to improve your help desk.In turn, your customers get a quality product and service, while you earn more business from their satisfaction and recommendations.Encourages open-mindedness in solving customer issuesTracking your customers’ experience gives you a reason to think outside of the box.For instance, when you track an overdue task, you will have thoughts beyond the standard support process on how to resolve the issue faster so that you can retain the customer.Innovative approaches used for one task may be applicable to others. This encourages you to stay open-minded about the best ways to deliver an excellent customer experience.Helps develop essential customer service skillsInsights from customer experience metrics help your support agents develop customer service skills since they deal with all kinds of customers.Polishing customer service skills for both enraged and happy customers makes your help desk a well-rounded one.This, therefore, increases your chances of expanding your business and recruiting new customers.Enables you to set customer experience goalsNot all customers are the same. Each client has a unique perspective on their problem and your product.Understanding these viewpoints gives you a better insight of how your intended customer experience may change in practice.Therefore, tracking their experiences with your service lets you know which ones were never satisfied.You can reach out to these cases to find out what was wrong and correct it for other customers.From such personal experiences, you can set goals for delivering satisfying customer experiences equally.Tracking customer experience metrics for business growthIn summary, customer experience metrics play a large part in improving your business.Tracking them and working to improve them to optimal levels makes your customers’ experience eminent.To improve your client’s experience, consider using a help desk platform like LIKE.TG to give your support team a powerful, seamless tool for addressing customer concerns.Arrange for a live demo to discover how LIKE.TG can enhance your company’s performance and monitor key customer experience metrics. Begin a free trial to delve into its numerous functionalities.Contact the LIKE.TG support team if you have any questions.Related blogs Important metrics in help desk softwareBest techniques for reducing customer service response timeEffective metrics to measure customer loyaltyEssential knowledge base metrics for enhancing self-service
Top 10 Free Help Desk Software and Ticketing Systems in 2024
Establishing a business can be thrilling, rewarding, fulfilling, but also extremely demanding and challenging.For small businesses looking to grow their brand and improve their customer experience, having reliable free help desk software is crucial.Customer service is an important part of any-sized business as it provides a platform for customers to communicate with the company.Effectively handling customer inquiries can increase customer satisfaction, loyalty, and generate positive word of mouth.Not only are customer queries managed efficiently with the right help desk software, but help desk software also plays a significant role in streamlining and managing customer service workflows.Many help desk solutions offer enticing free plans that can potentially address a variety of issues.However, bear in mind that all free plans are not created equal. Some might resolve certain problems, while others could necessitate paid upgrades.This article will help you explore the top free help desk software available for small businesses and guide you through choosing the appropriate solution. What is free help desk software?Help desk software is a tool used by support teams to organize, manage, and respond to customer service-related inquiries.Free help desk software is an affordable, software-based solution that allows small businesses, particularly startups, to manage and track customer inquiries and issues, ensuring a smooth support experience for clients.This software is designed to streamline the process of dealing with customer questions, complaints, or problems, primarily through a ticket management system.By implementing free help desk software, startups can consolidate all customer communication into one platform, making it easier to manage and ensuring that no request is overlooked.It also helps create an efficient workflow for customer service representatives, reducing response times and increasing productivity.Benefits of free help desk softwareInitiating a startup poses many challenges, particularly in the realm of customer service.The aim of any new business is to deliver an unrivaled experience for its clients, but constraints in budget or resources may hinder this.Startups, known for their limited resources and the need for rapid growth, can greatly benefit from help desk software.The following are some of the major advantages of free help desk software:Scalability: As the startup grows, the volume of customer inquiries is likely to increase. Help desk software is scalable and can handle a dynamically increasing number of tickets without compromising on efficiency and productivity.Cost-effective: Rather than having a large customer service team, startups can rely on free ticketing system to help reduce costs by automating various tasks. This is particularly beneficial for startups on tight budgets.Better organization and categorization: With free IT ticketing software, startups can organize customer issues based on priority, category, and other criteria. This aids in prioritizing critical issues and preventing anything from being overlooked.Improved customer service: Quick and efficient responses to customer queries or issues can significantly improve customer satisfaction. Free help desk ticketing system ensures that all customer issues are traced and resolved in a timely manner, ultimately enhancing the customer experience.Reporting and analytics: Free IT ticketing system often comes with built-in analytics, which can provide useful insights into common customer issues, response times, and overall customer service team performance. This data can be used to enhance products, services, and customer service.Increased productivity: By automating routine tasks, free help desk software allows customer service representatives to focus on resolving complex issues. This results in increased productivity and an efficient use of resources.Better communication: Free help desk software fosters better communication between support teams and departments by providing collaboration features, shared inboxes, mentions, and centralized ticketing systems, among other streamlining innovations. Everyone involved can track the progress of a ticket and communicate more effectively, leading to quicker resolution of issues.Best free help desk software and ticketing systemsThe market is flooded with startups and a wide variety of service desk systems, making the selection process for help desk software challenging.In a startup, it’s crucial to be prudent, as every decision can make a significant difference.To assist you with your decision, we have analyzed 10 of the top free help desk software designed for startups.1. LIKE.TGBudget and functionality are the two primary concerns for small business owners looking for help desk software. With those in mind, consider LIKE.TG a top priority as it effortlessly combines affordability with robust help desk features.LIKE.TG is modern help desk software that is designed to meet the needs of both small and large businesses.It offers a complete set of tools to manage customer service and support tickets, including email ticketing, knowledge base software, customer portal software, customer service automation, and ticketing features.This enables agents to rapidly respond to customer queries, monitor progress, and keep all information centralized.It’s a scalable, user-friendly platform ideal for small businesses aiming to provide superior customer support to drive business growth.As your startup expands and your customer service needs become more complex, you can upgrade your plan to add new features and meet your requirements.Teams have the flexibility to customize the software as per their requirements, including custom fields and workflows.Should you require help, the LIKE.TG support team is to answer any questions.Arrange a live demo to explore how LIKE.TG can benefit your support team.Top featuresRobust ticket routing systemKnowledge base softwareIntegrationsReports and analyticsEffective automationTeam collaboration featuresCustomizable, expandable, intuitive interfaceArtificial intelligence toolsMultichannel supportCustom fieldsAutomated workflowsCustom SLA integrationScalabilityPricingLIKE.TG offers the following three categories as its affordable pricing plans.Scale: $25 for 3 agents/monthGrowth: $50 for 3 agents/monthEnterprise: $75 for 3 agents/monthFree trial duration: 15 daysStartup programQualified startups can receive the Growth plan entirely free for one year.Syncfusion customers are provided with 1-year free usage offer.2. ZendeskZendesk is a cloud-based help desk software. Image source: ZendeskWith Zendesk, startups can effectively manage, track, and resolve customer support tickets, ensuring a seamless customer experience.Key featuresReporting and analyticsIntegrationsAI and automationMessagingHelp centerScalabilityPricing for basic annual plansSupport Team: $19 per agent/monthSupport Professional: $55 per agent/monthSupport Enterprise: $115 per agent/monthFree trial duration: 14 daysStartup program: Qualified startups can receive their first six months free.3. HiverHiver is a user-friendly help desk software solution that is especially beneficial for startups.Image source: HiverHiver allows startups to manage their customer support services directly via Gmail.The software provides a shared inbox feature where all support emails can be accessed by the team.It also allows for the assignment of emails to particular team members to ensure accountability and timely responses.Key featuresCross-team collaborationKnowledge baseAutomationSLA remindersPersonalized email templatesCollision alertsPricing for yearly planLite: $15 per user/monthPro: $39 per user/monthElite: $59 per user/monthFree trial duration: 7 daysStartup program: Qualified startups can receive their first six months free.4. FreshdeskFreshdesk is cloud-based customer support software for businesses of all sizes, including startups, offering a variety of solutions.Image source: FreshdeskIt is easy to set up and requires minimal training to navigate its features.The software serves as a contact center solution and ticketing system, featuring integrated support for voice conversations and omnichannel messaging.Key featuresKnowledge baseCollision detectionAutomationsIntegrated ticketingSLA managementPricing for annual plansFree: Up to 10 agentsGrowth: $15 per agent/monthPro: $49 per agent/monthEnterprise: $79 per agent/monthFree trial duration: 14 daysStartup program: Qualified startups can save up to 90% on their first year and continuing discounts for subsequent years.5. HubSpot Service HubHubSpot Service Hub is a customer service platform that helps startups manage and connect with their customers more efficiently.Image source: HubSpotIt features a dashboard that consolidates all customer inquiries in one place, providing full transparency into the status of each one.This means no ticket will slip through the cracks, ensuring efficient and timely customer support.Key featuresAutomationShared inboxEmail tracking and notificationsConversation routingSLAsKnowledge basePricingFree Tools: $0 (limited features)Starter: $18 per month (2 users)Professional: $450 per month (5 users)Enterprise: $1,200 per month (10 users)Free trial duration: 14 daysStartup program: Qualified startups can receive 30%-90% off their first year and continuing discounts for subsequent years.6. LiveAgentLiveAgent is user-friendly help desk software suitable for startups.Image source: LiveAgentIt provides a platform where businesses can manage all their customer interactions from various channels in one place. This includes emails, chats, social media messages, and calls.Key featuresReportingAutomationAPI and integrationsUnlimited ticket historyPricing for annual planFree: $0 per agent/month (limited features)Small: $9 per agent/monthMedium: $29 per agent/monthLarge: $49 per agent/monthEnterprise: $69 per agent/monthFree trial duration: 7 days with free email. 30 days with corporate email.Startup program: Qualified startups can receive the large plan for free for 6 months and receive an additional 6 months for 50% off.7. Help ScoutHelp Scout provides a robust shared inbox solution for small businesses, consolidating all customer service emails in one location.Image source: Help ScoutIt allows startups to manage their customer interactions in a central place, making it easier for teams to collaborate and respond to customer queries promptly.This help desk software for small businesses offers a range of features that make customer support seamless and hassle-free.Key featuresTicket routing and prioritizationAutomated workflowsExtensions and integrationsMultichannel communicationEmail and live chatCustom reportsPricing for annual plansStandard: $20 per user/monthPlus: $40 per user/monthPro: $65 per user/monthFree trial duration: 15 daysStartup program: Qualified startups can receive their first 6 months for free.8. ProProfs Help DeskProProfs Help Desk is a customer service tool designed to help small and medium businesses manage customer queries and resolve issues effectively.Image source: ProProfsIt provides a shared inbox for managing and tracking customer emails, a knowledge base for self-service support, and a chat tool for instant resolution of customer queries.Key featuresLive chatShared inboxKnowledge baseReporting and analyticsTicket managementPricing Free for 1 agent$20 per user/month for teams9. SpiceworksSpiceworks is an excellent tool for startups, especially for those with a limited budget.Image source: SpiceworksIt is free, cloud-based help desk software that provides businesses with all the necessary tools to handle their IT support.It is an ideal solution for startups as it helps them manage their customer support services effectively without having to invest in help desk software.Key featuresKnowledge baseReporting and analyticsTicket managementAutomationPricing for annual plan: Free for all users.10. Vision HelpdeskVision Helpdesk is cloud-based customer service software that offers multichannel helpdesk support to businesses of all sizes, including startups.Image source: Vision HelpdeskThis software enables automatic routing of incoming tickets using round-robin assignment.Key featuresShared inboxMultichannel supportWorkflow automationsEmail ticket creationReporting and analyticsPricing for annual plansStarter Help Desk: $12 per agent/monthPro Help Desk: $20 per agent/monthSatellite Help Desk: $24 per agent/monthPro Service Desk: $32 per agent/monthEnt Service Desk: $48 per agent/monthFree trial duration: 30 daysComparison of 10 best free help desk toolsThe following is a summary of the best help software for startups in 2024.NameTop featuresStarting prices LIKE.TGRobust ticketing routing systemKnowledge base softwareIntegrationsReports and analyticsEffective automationTeam collaboration featuresCustomizable, expandable, intuitive interfaceArtificial intelligence featuresScalability$12/user/month ZendeskReporting and analyticsIntegrationsAI and automationMessagingHelp centerScalability$19/user/month HiverCross-team collaborationKnowledge baseAutomationSLA remindersPersonalized email templatesCollision alerts$15/user/month FreshdeskKnowledge baseCollision detectionAutomationsIntegrated ticketingSLA management$15/user/monthHubSpot Service HubAutomationShared inboxEmail tracking and notificationsConversation routingSLAsKnowledge base$18/user/month LiveAgentReportingAutomationAPI and integrationsUnlimited ticket history$9/user/month Help ScoutTicket routing and prioritizationAutomated workflowsExtensions and integrationsMultichannel communicationEmail and live chatCustom reports$20/user/monthProProfs Help DeskLive chatShared inboxKnowledge baseReporting and analyticsTicket management$20/user/month SpiceworksKnowledge baseReporting and analyticsTicket managementAutomationFree for all usersVision HelpdeskShared inboxMultichannel supportWorkflow automationEmail ticket creationReporting and analytics$12/user/month Choosing the right free IT ticketing system softwareIn conclusion, free help desk software is a critical tool for small businesses that aim to provide a high level of customer service.It not only helps manage and resolve customer issues effectively, but also provides features that enhance support workflows, foster team collaboration, and deliver insightful reporting.Help desk software can vary greatly in terms of complexity, cost, and customization options.Therefore, startups should carefully consider their specific needs, budget, and resources when choosing help desk software.Related blogsThe Best Customer Service Software for 202315 Best Issue Tracking Software Solutions for 2023
Top 10 HR Trends in Employee Experience: What to Expect
As the new year arrives, companies will regain some control and lead their employees to a newly mapped future. With this comes significant improvement to the employee experience. We're anticipating the following ten new trends in 2021. Organizations are going on to make preparations for the next twelve months after a historic year of uncertainty and upheaval and planning their company and employees for further changes related to COVID. Although hastily-made modifications to the way we operate were implemented in 2020, 2021 will be the year when these modifications are planned and executed. Many of these improvements are not ideal like employees were forced to return home to work unexpectedly. Yet they are here to stay for the near future from this point of view. In terms of keeping organizations afloat, several new working ways have so far been successful. Although some trends have been going on for a while now and have only been magnified by the year's developments, many of these are the inevitable consequence of drastic changes that organizations have to endure and still encounter in some cases. Employee Experience in 2020 The word "employee experience" was used as a "should do" before COVID. We have been advised that we work on employee experience and see changes in levels of loyalty, retention, happiness, and satisfaction. For many organizations, EX had taken a back seat to more pressing concerns. But by 2020, those who focused on EX sharply contrasted with those who did not. These groups have been able to successfully shield themselves from the brunt of the pandemic, as they had been supporting their employees with an excellent experience. If you have an organization that listens to its people, regularly evolves its handling of its employees, and takes input and suggestions into account — you have a company that is consistent through trembling or imbalance. Thus, those who practice EX were able to adapt to all aspects of the company when businesses had to make a sudden and immediate transition and were able to experience transformation quickly and efficiently. However, as EX was not seen by many as a priority, such companies seem to belong to a minority. According to a Forbes report, less than a third of businesses perform quarterly surveys, and just a little more have a forum for workers to have a say. It can seem anachronistic to have a staff that cannot have any observations or perspectives on their personal workplace experience with systems in place. As the pandemic pressured employees at home to meet their homework and childcare obligations, such non-EX companies were practically oblivious to their workforce's needs. Nevertheless, with efficient communications, two-way conversations and open culture, those highly experienced in EX were able to recognize weak spots, be available to employees' needs and identify possible problems until they become more difficult. When our work's future was imposed on us, the importance of EX was thoroughly and eventually understood. And what are we expecting from the next 12 months? Do we perform well under these new circumstances? Does it promise more traffic next year? Or are we going to see a way out of the current chaos eventually? Here, we foresee the ten trends that will affect the experience of 2021 employees. 1. Flexible work takes precedence. The mass migration to work at home caused great concern for the office's future. But home offices helped to maintain business continuity and were successful. We can see that work from home continues in 2021, but with a more outstanding balance with the company. When safe, employers will offer greater flexibility in terms of the workplace. A Forrester report calls it "the hybrid model anywhere, were working outside the office, including outside of the pandemic limitations, is considered a regular thing. This requires organizations to review their full model – from real estate to management – and determine how they can accomplish long-term objectives outside their traditional offices' real estate borders. 2. System of reimbursement The laws governing working at home are being investigated. When it becomes an essential part of everyday life, businesses will soon begin formally to change their work policies. In several countries, we have already experienced this. For instance, different nations handle institutional and ongoing job costs at home, such as the US government developing reimbursement arrangements for home internet service and other expenses. Denmark also adds coffee-like food prices to pay packages for its workers. In order to cover Wi-Fi, utility bills, and even toilet paper used by those living at home, the Dutch Government is encouraged to contribute $2.40 a day to the employee pay packages. France has passed a law defending them against post-hours email; Britain has indicated that the rules on tax deductions on work-related equipment bought during this pandemic may be relaxed. Some improvements could take a few years to enter into law but display a foresight of a more willing government towards working from home. 3. Changes in HR Review Policies When HR re-examines its policies for employees at home, they will also have to consider how this impacts them. Further lockdown limitations may, for instance, affect schools, nurseries, and childcare, and consequently, it is vital to take account of staff with children. Any changes that are done must be made clear in advance to employees. Consider the company intranet as a central communication platform. Additionally, update staff manuals with new policies on work from home, evaluation requirements, and other appropriate interventions. 4. Culture has Now Become Reactive. In the absence of a physical office, the office building can become secondary to the working culture. The digital workplace will grow further and create an omnichannel world where the office's tangible and intangible elements will be brought digitally to the employee. Types of events can be more intuitive and include spaces for workers to enjoy – like huddles, team reunions, all-hands meetings, and satellite workspaces for employees to work in solitude. While the office culture was more ambient, cultural leaders in a remote work environment might be required. Some workers build programs, launch new camps and initiate conversations. Organizations should concentrate in 2021 on how their working culture is developed in a dispersed workplace. 5. Attention on Mental Health Has mental health ever been more critical than in 2020? This continues as managers start to consider their employees' emotional and mental well-being and find ways to track it. Most people will establish behavior patterns and reactions and identify people who have negative emotions without meeting their colleagues. As jobs began to consider the fundamental value of mental health for their employees, the effects of COVID have intensified this awareness, and in 2021 this approach will be further developed. 6. A Trust Culture Though there were several "firsts," 2020 meant that companies had no choice but to trust their staff with the way they handled their home offices for some kind of continuity. The culture of physical presence could well come to an end as the relationship between employer and employee evolves into the relationship of trust and autonomy. Organizations have moved to various softwares that help track the level of employee productivity. However, 2020 showed that workers apply the same degree of professional discipline at home when appropriately managed and with the right communication channels in place. The major concerns are loneliness and isolation, which need to be tackled on a case-by-case basis by flexible working, commuting, and better comms networks. 7. Global Workforce The human resources would no longer look for people of a given location. Any potential vacancy should consider extending the talent pool into a global context. This improves chances for high-quality workers irrespective of their location. This includes a revision of the typical lifecycle of the organization. Every aspect of your business' working life should be re-tuned, from onboarding to training and development, to be easily available online anywhere in the world. This, of course, poses new cultural and logistical challenges, but companies should start getting used to managing a global workforce. 8. The Importance of IT In 2021 they will have to place much greater pressure on IT in order to concentrate on delivering a better employee experience. Their position in the process is crucial. They are majorly facing two challenges—a drop in expenditures as companies tighten up to reverse the current economic downturn and collaborate with existing software for a better solution. IT needs to build ways to support and reduce discomfort for employees. The IT will bear all essential responsibilities, such as social coordination, data maintenance and security. This is not the year of short-term adjustments. By 2020, long due reforms have forced companies to work with speed, strategy, and enterprise to better tackle these challenges. 9. Communication becomes Crucial The CEO's ability to have an insight into the office was enough to please the employees while leadership was present. At the desk, lunch breaks and sometimes talks, walking in the hallway — each little touchpoint meant a sense of communion and community. It's a little bit different at home. Not only must people feel noticed, but they must also be guided, and a home workplace can serve as a dialogue blocker. Enable business leaders to look at how the whole company can enjoy similar synergies. At the same time, teams interact more closely than ever with daily stand-ups and immediate chat channels like Slack, Microsoft Teams, etc. The importance of pulse surveys, CEO-led zoom meetings and managers holding more one-to-one talks with team members is the only way to know what is happening in each employee's life at a micro-level. Helping ensure that several home offices collaborate as one company and continues to work seamlessly. 10. Higher need for Automation With remote work becoming more regular, businesses need to implement software and technology that helps workers when they don't have a physical presence. This program is designed to provide a readily available, humanistic service: an employee's ideal experience. This part of the company would be one of the first to use intelligent devices without, for instance, an HR department for people who talk face to face, plan meetings, and visit. The employee also maintains the same confidential service quality through applications to connect with the worker on annual leave, health, and job-related concerns while receiving consistent and accurate data that they can evaluate and work on. The 2020 events have led us to behave reactively and, at times, hastily at a breakneck pace. Therefore, employee experience is an evolving process that transforms small doses but has a dramatic impact on the company. These changes are led by senior management in line with employee feedback, and a feedback loop is formed as these changes are centered. Feedback has taken center stage in such times to really understand what is going on in the home workplace. This enables companies to step away from a more strategic, awake and considered 2021 mentality from the impulsive and abrupt 2020 decision-making. That is why EX is more critical now than ever for our employees. Only if we take our workforce's experience exceptionally will we be able to keep track of the pace of change in workplaces and allow for accuracy, creativity and new opportunities – something organizations must concentrate on in the next 12 months more than ever before. About Author: This article is written by our marketing team at LIKE.TG. LIKE.TG is a leading provider of HR solutions, including recruiting, onboarding, employee engagement, and intranet software. Our aim is to help your company improve employee engagement, employee productivity, and to save you valuable time!
Top 11 LiveChat Alternatives for Customer Support (2024)
Businesses strive to enhance their customer interactions and engagement by providing real-time communication.Having the right chat software helps businesses provide quick support and self-service options to their customers.Although LiveChat is widely used and has a wide range of real-time features conducive to company growth and rapid customer query resolution, it is not without its limitations.Its high cost, complicated user interface, and restricted customization options often make businesses explore other LiveChat alternatives.These LiveChat alternatives offer stronger automation, enhanced engagement, and revenue-boosting capabilities.In this blog, we’ll explore the top LiveChat alternatives so you can choose the best solution for your company’s needs. Why look for a LiveChat alternative?LiveChat is not perfect as a real-time assistance platform. It has drawbacks, some of which might be reason enough for some businesses to opt for other alternatives. Below are some of its downsides.Financial considerations: LiveChat’s per-agent pricing can be expensive for larger teams, especially if you’re a small business or a startup. The starter plan costs $20/agent/month, which can be difficult for small to medium-sized businesses.Customization: LiveChat’s customization options are restricted, and premium plans are needed to customize chat keys and the enterprise package to remove LiveChat’s brand logo. This may limit the ability to provide a unique customer experience, especially for businesses with unique branding or user flows. More customizable alternatives could offer a better fit.Integration requirements: Businesses relying on specific software or services may find LiveChat integrations insufficient. Alternatives with wider or multiple integrations can simplify workflows.Products that require additional features:LiveChat’s pricing structure for chat, help desks, and knowledge bases may increase business costs and difficulty, requiring more administration and integration time. As a result, businesses will search for other alternatives.Complexity: Businesses may opt for alternatives to LiveChat due to its challenging user interface, which could lead to implementation delays and require additional training for customer support agents.Support: If you are not satisfied with the level of customer support provided by LiveChat, you may look for alternatives that offer better support and are quicker to respond to your inquiries to increase your level of loyalty.Innovation: Other LiveChat solutions might offer more innovative features, better user experiences, or newer technologies that align better with your business goals and customer expectations.Top 11 LiveChat Alternatives for Customer SupportHere are the top LiveChat alternatives.LIKE.TGLIKE.TG, a Syncfusion product, is developing a chat feature. Although it will be available very soon, the project is still in progress.Schedule a live demo to see why LIKE.TG is the most effective choice. Start a free trial to get instance access right now. If you have any questions about the product and its capabilities, please contact the LIKE.TG support team.LIKE.TG pricing plans Agent-Based plansScale: $25 for 3 agents /monthGrowth: $50 for 3 agents/monthEnterprise: $75 for 3 agents/monthUnlimited Agents plansStandard: $799/monthPro: $1499/monthBusiness: Talk to usFree trial: 15 daysZendeskZendesk offers a LiveChat feature as part of its customer service platform, allowing businesses to connect with website visitors and customers in real-time.Customers may contact support teams through various channels on the platform to handle any problems they might have while using its services.With Zendesk, customers can receive instant assistance and enjoy a seamless experience.Key featuresChat widgetReal-time messagingCanned responsesCustomizationPricing: Starts at $19 per monthFree trial: 14 daysIntercomIntercom is a customer messaging platform with a chat feature that allows customer communication and engagement.The chat feature enables businesses to interact with their website visitors or app users in real-time, allowing immediate support.It improves customer relationships and enhances business performance regardless of volume or convenience.Key featuresChatAutomated answersMobile appsApps + integrationsPricing: Starts at $39/seat/monthFree trial: 14 daysZoho SalesIQZoho SalesIQ is a customer service tool that provides an excellent alternative to LiveChat. With Zoho SalesIQ, your customers can easily contact you for support on your website and other channels.Unlike traditional chat solutions, Zoho SalesIQ offers advanced features that enable you to communicate with your users more often and provide them with personalized assistance around the clock.Key featuresChatInstant messagingVisitor trackingPricing: Starts at $7/user/monthFree trial: 14 daysOlarkOlark is a chat platform that allows businesses to effectively communicate with their customers in real-time, providing instant support and assistance.By centralizing customer data, this platform offers businesses insights from chat interactions that they can use to enhance their products and services.With Olark, businesses can improve customer engagement and create a better user experience.Key featuresCustomizationsChatAutomated messagesReal-time chatPricing: Starts at $29 per monthFree trial: 14 daysTidioTidio is an alternative to LiveChat, enabling businesses to engage with website visitors in real time through chat.Tidio’s platform empowers businesses to provide personalized customer service, capture leads, and enhance the overall user experience on their websitesUnlike LiveChat, Tidio caters to seasoned chat tool users and those new to the system.Key featuresChatTicketingMessaging channelsAnalyticsPricing: Starts at $29/user/monthFree trial: 7 daysHelp ScoutHelp Scout is a LiveChat alternative that provides tools for managing customer issues, support tickets, and communications.While Help Scout primarily focuses on email-based customer support, it offers an integrated chat feature called Beacon.This feature provides proactive customer service for quick support when needed.Key featuresApp messagingIntegrationChatShared inboxPricing: Starts at $20/user/monthFree trial: 15 daystawk.totawk.to is another LiveChat alternative. This software enables you to add a chat widget to your website quickly.With tawk.to you can monitor and chat with your website visitors without putting a strain on your budget.Key featuresChatAgent-to-agent messagingTagsGroup messagingPricing: FreeLiveAgentLiveAgent is a platform that provides a chat widget to connect with customers immediately.This software enables you to direct chats to the appropriate department, and with other features, you can evaluate and enhance operator performance.When it comes to customer support, LiveAgent is extremely good. It guarantees users the necessary support and upgrades to fulfil their changing requirements.Key featuresChatTicketing systemCall centersSocial media help deskCustomer service reportingPricing: Starts at $9 per agentFree trial: 14 daysHiverHiver is a customer service tool that simplifies communication with customers by integrating chat into its existing email management tools.This allows businesses to provide multichannel customer support.This enables support agents to respond to inquiries, resolve issues, and engage with customers in real-time through email and chat channels.Unlike LiveChat, Hiver manages your customer support operations without requiring you to run several systems.Key featuresEmail managementMultichannel supportCollaborationsIntegrationsPricing: Starts at $15/user/ monthFree trial: 7 daysOcelotOcelot is one of the LiveChat alternative designed specifically for students in higher education who require help with serious issues.With regular advice and assistance, the platform helps students create and sustain unique relationships with artificial intelligence and human intelligence.The software is designed to cater to student’s unique needs and the requirements of colleges and universities, offering features and functionalities to support student engagement.Ocelot provides a straightforward implementation process that reduces complexity.Key featuresChatbot integrationAI supportFile sharing and video chatPricing: Has no pricing plansLiveChat alternatives comparison tableWhile LiveChat is a great solution for various teams, more suitable options may be available. Depending on features and affordability, here are a few LiveChat alternatives to consider.LiveChat alternativesLiveChatPricing starts atFree trial LIKE.TGYes$10 for 10 agents /monthYesZendeskNo (Chatbot)$19 per monthYesIntercomYes$39/ seat/monthYesZoho SalesIQYes$7/user/monthYesOlarkYes$29 per monthYesTidioYes$29/user/monthYesHelp ScoutYes$20/user/monthYestawk.toYesFreeYesLiveAgentYes$9 per agentYesHiverNo (Chat widget)$15/user/ monthYesOcelotYes–Has no pricing plansHow to choose the best LiveChat alternative?To select the best LiveChat alternative for your business, it’s crucial to understand your unique requirements and how they relate to the features offered by different platforms.Here are steps to help you determine the best option:Establish your requirements: Specify your requirements for a LiveChat solution. Please consider aspects such as the number of customer queries and desired features you would like to have. For example, if inquiries overburden your support teams, find a solution with an excellent tool for automation or canned responses.Consider customer support: Customer service from the platform vendor is crucial, especially throughout the installation and expansion periods.Assess their level of assistance, documentation, tutorials, and resources to maximize platform usage.Check for integration: It’s critical that LiveChat alternatives seamlessly integrate with your existing systems and tools, such as CRM software or analytics tools, to ensure a smooth workflow and effective data management.Consider user experience: Evaluate the user interface and experience of each LiveChat feature. The tool should provide a smooth experience for your support teams and customers.Think about the features: When comparing LiveChat alternatives, prioritize tools that offer features required by your support teams, such as multilingual support, mobile support, reporting and analytics, and CRM integration.Assess flexibility and ease of use: As your business grows, consider using user-friendly LiveChat alternatives for your support teams and customers.Select the best LiveChat alternatives for your businessWhen choosing the best LiveChat alternatives for your business, it’s crucial to consider features, costs, flexibility, and integration capabilities. LiveChat is a reliable tool, but it may not be the most suitable option for every business.Therefore, if you’re looking for LiveChat alternatives, this list of tools will help you find the one that fits your business.By using a great alternative, you can improve client connections, increase sales, and simplify communication, all of which will eventually contribute to your business’s growth and success.Was this article helpful? Do you have any suggestions or recommendations for other LiveChat alternatives?Please provide your thoughts in the comments section below.Related articles LiveChat Support: Transforming Customer EngagementWhat Is Customer Service? The Ultimate Guide
Top 11 Talent Management Tips to Reduce Employee Turnover in Your Company
Every business wants to attract and retain the best talent in its industry. After all, a good business is run by good people. A high employee turnover not only costs the company a pretty penny, but it is also demoralizing for the people who genuinely want to work for you. As per a LinkedIn survey, the average turnover rate is about 11% {SOURCE}. Many people who may switch jobs decided to stay put in recent years. The reason was the pandemic and the job insecurities that came with it. Add that all together, and it comes to, well, a lot! Some of the most successful businesses work hard to make their workforce feel appreciated and constantly look for new ideas for better employee retention. What Causes a High Employee Turnover? If you wish to reduce employee turnover in your company, the best place to start is to understand what causes high employee turnover. Improve your exit process to identify the most prominent reasons employees decide to leave and work to rectify it. Here are some of the most common causes of high employee turnover:· They do not feel recognized for their hard work or contributions· Feeling like a misfit in the team· They have an unhealthy work relationship with their manager· They do not identify with the work culture in the organization· Their day-to-day responsibilities are not what they expected when they joined· They don’t feel adequately supported or trained to do their job· They feel like there is a culture of favouritism or a toxic work environment· Low job security· Unhealthy work-life balance· No new opportunities for progress in the company· If they are or they feel they are being paid lesser than their peers for the same job· They think that the company is not doing well or is headed in the wrong direction Christopher BaggottChief Executive Officerator of Medlinks Cost Containment, Inc. and Medlinks Staffing, LLC. “Our staff has praised the increased communications level Workmates delivers. We use it to communicate important project matters and give staff specific ‘kudos’ or even recognize their birthdays. More importantly, we use Workmates to clarify important project details that needed rapid dissemination among the entire team.” Why is it Important to Reduce Employee Turnover? Building a good team with skilled people who have the proper knowledge and experience is essential to any business. If you have the best talent pool, you can deliver the best results in every project. However, attracting the best talent is easier than retaining them. A high employee turnover can prove costly for your business. The average cost of replacing an employee is 1.5 to 2 times the annual salary of the job position.Besides, a high turnover affects productivity and morale. It creates a company culture where no one wants to work with you for very long. And that’s why we have put together a list of eleven effective ideas that can help you reduce employee turnover in your company – Hiring the Best Fit Hiring a resource should be a well-thought-out exercise. Do not recruit in a hurry tofill a position. Recruitment should be meticulously planned by identifying the skill gap and hiring the required talent ahead of time. Smart recruitment strategies help you find employees who are the best fit for the role. Organizations use applicant tracking systems to effectively and efficiently manage hiring processes.Hiring staff with planning and preparation can help your organization avoid a shortage or excess of resources. It will also give your company a reliable, high-quality resource pool that delivers on client expectations. People who are a good fit in their job role will perform well and be happier, more satisfied employees. Training & Mentorship Programs Conducting regular training and mentorship programs will ensure that your employees are always well-prepared for their job. It can also help keep your employees on the same page as the management. Employees who feel inadequately trained will have low job satisfaction and may be frustrated. New hires should be given thorough training before they start working.A good training program is an investment that develops your employees into future managers and leaders. Design your training programs to help your employees progress and gain industry knowledge. Training can equip them to take on more significant roles and find value in the workplace. To learn even more about improving the employee experience and increasing your competitve advantage while providing a fast return on investment, download our ebook now. Download now Optimal Workforce Utilization Optimizing the utilization of your workforce means ensuring that your employees’ maximum time is spent on strategic and billable work. Overutilizing an employee can adversely affect their work-life balance and lead to burnout. Underutilizing an employee can lead to disengagement and a negative attitude. Optimally utilizing your workforce is essential to use your employees’ skills to their maximum potential.It is also essential for job satisfaction. Working on a project where their skills are relevant and valued helps boost employee morale. Productivity goes hand-in-hand with workforce utilization. Managers can use dashboards that track and improve employee utilization levels. Team Building Activities Organizing practical & fun team-building activities builds strong bonds among colleagues. People who feel connected and friendly with their team members are more likely to stay with the company than those who feel disconnected. For greater team bonding perform team-building exercises like informal meetings, outings, team lunches, and fun contests help colleagues build meaningful friendships with each other.According to GoRemotely’s Workplace Collaboration Statistics, teams that value interpersonal relationships can see up to a 21% increase in profitability. The buddy system (adapted from defence forces) is an excellent example of a team-building exercise. When new employees join, they are assigned a mentor or a ‘buddy’ from the same team. It facilitates hand-holding, training, and integration of the new employee into the company. Recognition Rewards and recognition are great ways to boost employee morale and reduce employee turnover. A small thank you note from a superior or employee rewards every quarter can help employees feel appreciated for their hard work. Another way of recognizing an employee’s efforts is to give them new opportunities and responsibilities. Managers who can incite positivity among their team members can engage with them better. Receiving recognition reinforces an employee’s wish to remain with the organization for longer. Peer-to-peer recognition programs are also very successful in reducing employee turnover. Creating a Healthy Work-Life Balance Everyone wants a balance between their personal and professional life. Working on weekends or beyond office hours prevents employees from attaining a healthy work-life balance. It may lead to burnout or prompt employees to look for other job opportunities. Understandably, this trend is more pronounced among older employees, who are married and have children.Promoting flexible schedules allows employees to adjust their work timings to suit them. Giving the option to work remotely at least a few times a week can reduce commuting time and improve the work-life balance for your employees & it also eases mental health issues Employee Engagement Higher employee engagement directly translates to employee retention. Workplace relationships are an excellent place to start employee engagement efforts. A person’s relationship with their manager profoundly impacts employee engagement. Companies that discover and cultivate individual employee motivations usually have the most successful employee engagement programs. Employee engagement surveys and focus groups through employee app help the management evaluate the results and improve engagement. Performance Feedback Employees who feel criticized or uninspired after a performance review are most likely to look for a new job. Infrequent and unproductive performance reviews are a recipe for high employee turnover. Looking at employee feedback examples can help you determine the frequency and quality of performance reviews in your company.Create a performance review process that is collaborative, inclusive and dynamic. Changing performance reviews to be continuous helps improve the relationship between an employee and a manager by enhancing communication. Your performance review system should recognize the goals and KPIs of every employee, link them to actionable metrics and provide rewards for good performance. Room for Personal Growth Is your organization creating opportunities for your employees to grow and learn new things? Design training programs that utilize your employees’ time in the best possible way. Most employees would be happy to work at a company where they get opportunities to strengthen their existing skills and build new ones.Upskilling your employees allows them to take on new responsibilities and perform better in their roles. It also provides the company with the skilled staff it needs to meet evolving business needs. Suppose you can match the upskilling process with defined job roles in your organization. In that case, it makes it easier for employees to find internal positions to progress in their careers. At the same time, making it easier for the organization to source talent for new posts. Employee Autonomy Providing employees control over their job helps create employee autonomy. Better employee autonomy promotes creativity, critical thinking, originality, innovation, and engagement. Even if procedures constrain the job role, any increase in autonomy will help improve employee morale and engagement. Improving employee autonomy allows your team to decide how and when to complete their work. The freedom to control their work and responsibilities promotes performance and reduces employee turnover. Analysis Deploying an efficient human resources management system can help your company management collect, analyze, and act to reduce employee turnover. Analyze your turnover numbers year on year to find the cause for the churn. You could also understand the numbers in-depth by investigating top performer turnover trends, and break-up according to business units, geography, and demographics. Analyzing this data will help bring out valuable insights into the causes of high employee turnover in your company. Rectify your talent management strategy according to that to reduce employee turnover.Excessive employee turnover is a problem that most businesses deal with. Suppose your organization is also witnessing a high employee turnover. In that case, it may be time to remedy the situation. You could use any or all of the steps listed above to slowly create a team of talented people who are happy to work with you.An essential aspect of employee retention is to be aware of employee turnover trends and take action before the problem gets out of hand. An excellent way to do this is to adopt a cloud-based human resources software that collects and analyzes HR data. A good HRM software can help you get a bird’s eye view of talent trends, performance tracking, skills gap, and training statistics. It can help find better ways to get your employees engaged and help you create an improved employee experience to attract and retain the best talent in the industry. About Author:Kelly Barcelos is a progressive digital marketing manager specializing in HR and is responsible for leading Jobsoid’s content and social media team. When Kelly is not building campaigns, she is busy creating content and preparing PR topics. She started with Jobsoid as a social media strategist and eventually took over the entire digital marketing team with her innovative approach and technical expertise. The LIKE.TG Award for Excellence in Employee Experience Participation is free and winners receive: A $25 Amazon Gift Card Feature on the LIKE.TG website and social media Digital badge + certificate to share on your website recruitment materials Apply Now
Top 15 Customer Service Metrics to Measure and Track
Understanding and improving customer service performance is crucial in every business, as it affects both customer satisfaction and brand loyalty. With the help of customer service metrics, you can determine how good your customer support is and whether your support team is meeting customers’ expectations and needs.Although each customer service metric serves as a powerful tool for gauging satisfaction, efficiency, and the overall health of customer relationships, businesses should ask which customer service metrics are the exceptional performers that enable them to reliably measure their successes and which ones significantly influence their ability to ensure customer satisfaction.In this blog, we’ll discuss at length these customer service metrics. What is customer service metrics?Customer service metrics are specific measurements that assess the quality of customer service, the quantity of support issues handled, and the performance of your support team.Companies measure these customer service metrics to gain valuable insight into:How well their customer service performance isHow efficient their customer interaction isThe productivity of their support teamAreas where improvements are needed to enhance their overall customer experienceBusinesses can make informed decisions to improve customer service by analyzing these metrics, increasing customer satisfaction and loyalty.The qualities perfect of customer service metricIdeal customer service metrics should have the following qualities that help them offer valuable insights and stimulate positive changes.Here are some qualities that you may consider while choosing the right metric for measuring customer service:Relevance: Customer service metrics must align with the business’s goals and objectives, providing meaningful information regarding customer service performance.Measurability: Customer service metrics should be quantifiable and measurable to facilitate data-driven decision-making.Actionability: Customer service metrics should provide actionable insights that enable teams to identify specific areas for improvement.Accuracy: Data used to measure customer service metrics should be accurate. Ensuring the reliability and consistency of the data used to calculate metrics enhances the credibility of the insights derived, supporting more informed decision-making.Timeliness: Customer service should provide up-to-date information that reflects the current state of customer service operations on time. This quality is important in a fast-paced business environment where rapid responses and adjustments are necessary.Consistency: Meaningful comparisons and trend analysis require consistency in measurement methods and data sources. Consistent customer service metrics over time provide a reliable basis for evaluating the impact of changes or interventions.The best metrics for customer serviceCustomer service metrics are measures based on performance, quality, and quantity of customer service. Here are some of these metrics:Quality-related metricsThe following customer service metrics measure how your customer service is impacting your customers:Net promoter scoreThe net promoter score (NPS) evaluates the probability of consumers recommending a business’s brand to their friends, family, and others.This assessment is based on a single question, asking if respondents would be inclined to suggest the business to others.Here is a formula you can use:How to use it:On a rating range of 0 to 10, respondents indicate their tendency to recommend their brand to others.They are then categorized as:Promoters (9–10)Passives (7-8)Detractors (0–6)The net promoter score (NPS) is a complete indicator of consumer advocacy that is calculated by subtracting the number of Detractors from the percentage of Promoters.Customer satisfaction scoreCustomer satisfaction score (CSAT) is a measurement used to evaluate the level of contentment customers experience during a specific interaction or the entire experience with the product or service.Below is a formula you can use to calculate CSAT score:How to use it:The customer satisfaction score can always be evaluated through a survey question that includes a scale, such as 1 to 5, that asks customers to rate their level of satisfaction.The resulting average score is an indication of the overall level of satisfaction.Customer effort scoreThe customer effort score (CES) is a metric used to gauge the ease with which customers can accomplish a task using a product or resolve an issue related to your brand.This measure is obtained by asking customers for feedback on their effort during a specific interaction, usually on a quantifiable scale.Here is a formula you can use:How to use it:Businesses can assess how simple it is for customers to fix problems or issues using customer effort score.A lower CES suggests that customers felt less effort was required, indicating better user-friendliness.A higher CES indicates that customers felt more effort was required during their interactions, suggesting the product was hard to use.First contact resolution rateFirst contact resolution (FCR) measures support agents successfully resolving issues during their first contact or interaction with customers.A greater rate signifies effectiveness, enhances customer contentment, and diminishes the need for customers to reach out multiple times concerning the same issue.This can be done with well-designed service level agreements (SLAs), which help the support team monitor each customer ticket.How to use it:By watching the FCR rate, you can learn how effective your customer service is and monitor your support agents’ ability to resolve customer issues during the first interaction.Average resolution timeAverage resolution time (ART) is a critical metric measuring a support agent’s average duration to resolve customer concerns. It encompasses when a customer first raises an issue until it is completely resolved.Several factors can influence ART:The complexity of problemsThe expertise of the support teamThe available tools and resources for problem-solvingHere is a formula you can use: How to use it:This metric is essential for evaluating the effectiveness and efficiency of a customer support team.A lower ART indicates a quicker response and resolution procedure, potentially increasing customer satisfaction.Conversely, a high ART may indicate inefficiencies in the resolution process, which could result in customer dissatisfaction.Customer retention rateThe customer retention rate is a metric that measures the percentage of customers a business can retain over a specific period.According to Zippia, the average customer retention rate across all industries is approximately 75.5%.Therefore, companies should strive to retain customers by offering good customer service.Here is a formula you can use to calculate customer retention rate:How to use it:The customer retention rate helps companies know how many customers are stopping their use of the company’s products or services, possibly due to dissatisfaction, competition, or unmet expectations.A higher retention rate indicates higher customer satisfaction and implies a greater likelihood of customers continuing with a company’s products or services and remaining loyal.Low retention rates indicate a decrease in customer loyalty and satisfaction.Customer churnThe customer churn rate measures the percentage of customers that stop using a brand or stop doing business with a company within a given period.This metric, which contrasts with the client retention rate, is crucial to comprehending customer attrition.Here is an example of a formula you can use: How to use it:Customer churn rate determines the proportion of lost business during a given time frame.By monitoring this rate, companies can identify strategies to retain more customers and improve their services since a higher churn rate indicates customer dissatisfaction.Performance-related metricsThese customer service metrics are used to measure how long support agents take to resolve customer issues:Ticket volumeTicket volume is the total number of customers’ support tickets or questions received within a given time frame.Here is a formula you can use to measure ticket volume:How to use it:The goal of monitoring and analyzing ticket volume is to assess the volume of work performed by the customer support team and to provide information about common trends and patterns regarding client complaints.Ticket resolvedThe “tickets resolved” metric indicates the total number of tickets the customer support team resolved.It shows the volume of successfully resolved customer issues.How to use it:This metric is important, as it indicates the effectiveness and efficiency of your support team in successfully addressing customer issues or inquiries.It can also assist in identifying recurring issues, allowing for proactive measures to prevent them.A high number of resolved tickets demonstrates a responsive and efficient support team.On the other hand, a low number may indicate inefficiencies or obstacles in solving customers’ issues or inquiries.Number of unresolved ticketsThe number of unresolved tickets measures the total number of customer problems or unresolved requests within a specific timeframe.This measure is vital because it directly affects customer satisfaction and loyalty. A high number of unresolved tickets indicates inefficiency in addressing customer issues, meaning bad customer service.It is essential for companies to monitor this measure and strive to keep it as low as possible.How to use it:By analyzing these tickets, companies can recognize opportunities for development and take the initiative to improve offerings.Additionally, reducing the number of unresolved tickets can enhance operational efficiency. Companies should keep track of open tickets to know how many are not resolved.First response timeFirst response time (FRT) is a support agent’s time to respond to a customer’s initial inquiry. It is a crucial metric that assesses the effectiveness of a customer support team.To optimize the first response time measure, it is imperative for businesses to consistently monitor and assess the duration it takes to acknowledge and address consumer inquiries through various communication channels such as email, social media, and others.Here is a formula you can use:How to use it:By measuring FRT, you can assess the following:The level of priority you assign to client concernHow well your team is providing customer supportHow well the support system is managedA prompt response demonstrates a commitment to customer satisfaction, a positive impact on customer perception, and loyalty in customer service.Average ticket handling timeAverage ticket handling time is a key measure in customer service for gauging how long it takes to address a customer’s issue or resolve a ticket. Shorter times indicate efficient service, but balancing speed with quality is tantamount.Rushing solutions for the sake of speed can lead to customer dissatisfaction.Here is a formula you can use to calculate AHT:How to use it:Analyzing trends in handling time can provide insights into support processes and workforce efficiency.Variations may signal a need for training or improved procedures.Ultimately, a well-managed balance ensures prompt, high-quality assistance for customer satisfaction and loyalty.Quantity-related metricsThe following quantity-related metrics measure how productive your customer service is and the amount of work being done:Social media metricsSocial media metrics gauge how successful your customer support agents are at meeting your customer needs.These metrics show what your social customer service team is doing well, where they can improve, and what resources they need to close those gaps.You can measure social media through the following metrics:Number of followersLikesSharesCommentsMentionsThese metrics provide valuable insights into a company’s performance, customer perception, brand awareness, and sentiment.How to use it:This metric assesses how well your social media presence reflects your brand, how involved you are with your customers, and how you can enhance your entire online presence.By tracking these metrics over time, you can make data-driven decisions to improve customer service and satisfactionCustomer lifetime valueCustomer lifetime value (CLV) is a customer service metric that quantifies the overall value a customer brings to a business throughout their entire association.Here is a formula you can use to calculate CLV:How to use it:CLV is an essential metric that aids businesses in comprehending the significance of customers and determining the appropriate allocation of resources for serving and retaining them.A high CLV signifies that you have many loyal customers who make frequent purchases and are likely to recommend your business to others.These customers need exceptional customer service, as their retention can substantially enhance profitability.Conversely, a low CLV may indicate the need to reassess the customer service approach for that segment. They may be dissatisfied, or there may be untapped opportunities for upselling or cross-selling.Frequency of upsells and cross-sellsThe frequency of upsells and cross-sells is a vital customer service metric that measures how often additional products or services are suggested and sold to customers.Successful upselling and cross-selling indicate skilled customer service, which improves the customer experience.This metric also reflects customer engagement, satisfaction, and trust in recommendations.How to use it:The frequency of upsells and cross-sells indicates the frequency at which clients upgrade their services or make additional purchases.It also assesses the effectiveness of sales strategies, enhances sale value, and maximizes revenue.Additionally, it allows companies to refine their strategies, identify opportunities for improvement, and customize their approach based on customer preferences.The importance of metrics for customer serviceBy analyzing customer service metrics, businesses can better deliver outstanding customer service, which boosts customer loyalty, customer satisfaction, and brand image.Here are some of the benefits of customer service metrics:Assessing support team performanceCustomer service metrics offer tangible insights into the effectiveness of your support team.By tracking and analyzing these indicators regularly, you can:Recognize high performersSpot areas where training might be neededMake well-informed decisions to raise the standard of serviceHave a proactive and responsive support team that contributes to ongoing improvement effortsIncreasing competitive advantage between customersCustomer service metrics can significantly impact a company’s success in a competitive market by fostering customer loyalty.Loyal customers are more inclined to recommend a business to others, increasing market share.Additionally, comprehending these metrics allows businesses to anticipate customer requirements and offer proactive solutions that stand out.Offering data for decision-makingThese customer service metrics offer measurable data that can be thoroughly examined to gain insights into customer behavior, preferences, and satisfaction.Organizations can base their decisions on factual customer feedback rather than mere assumptions.This information can guide decisions such as:Allocation of resourcesImprovement of operational proceduresAdvancement in product developmentIdentifying areas of improvementCompanies can obtain valuable information about their operations by monitoring customer service metrics.Examining these customer service metrics assists in recognizing recurring patterns and trends, highlighting areas that require enhancement.By pinpointing these areas, businesses can implement optimization strategies, thus improving the overall customer experience.Measuring efficiency in customer serviceMeasuring efficiency in customer service involves tracking key performance indicators (KPIs) that reflect how effectively and promptly your support team handles customer service requests.Monitoring average response time, ticket volume, and other customer service metrics can help businesses to:Identify challengesEnhance the customer experienceImproving customer satisfactionAnalyzing customer service metrics offers valuable insights into service quality, allowing businesses to quickly spot and deal with problems.By improving response times, resolution efficiency, and the total customer experience, companies can boost satisfaction, encourage loyalty, and promote a positive brand image.Tracking these customer service metrics also provides businesses with quantitative data and qualitative insights to improve customer satisfaction and build long-term relationships.Make use of customer service metrics to measure your performanceCustomer service metrics are crucial for assessing and improving customer experience and support operations.They offer data to evaluate support agent performance, identify areas for growth, and make informed decisions.Remember, a successful business prioritizes customers and constantly seeks to improve.Use LIKE.TG to help you improve your customer service. Sign up for a free trial or book a live demonstration to see the advantages LIKE.TG can provide to your support team. Please contact the LIKE.TG support team with any questions you may have.Related articlesImportant Metrics in Help Desk Software7 Best Techniques for Reducing Customer Service Response Time10 Important Customer Service KPIs to Track
Top 3 priorities to enhance customer experience
The retail, banking, telecom, and tech sectors have been trying to prove their love of customer experience (CX) for years. But the COVID-19 pandemic has underscored the need to elevate those vital customer relationships.German shoemaker Adidas is a case in point. In November 2020, it reported strong quarter-over-quarter performance. CEO Kasper Rørsted told Seeking Alpha that a great deal of the company’s success stemmed from using digital channels to woo people into enrolling in its membership program, which had tripled from 50 million to 150 million during the prior 12 months. Members shop more and spend more on each transaction, resulting in a lifetime value 2.5 times greater than non-members.[Ready to enhance customer experience? Read IDC’s Spotlight, sponsored by ServiceNow.]Digital has changed the CX tuneThe COVID-19 pandemic has turbocharged the migration from physical to digital channels. And expectations are high. The "app for everything" mentality is rampant. If one app—or product or service—doesn't work, we can easily switch to another.The pressure is on for customer success leaders to set priorities that turn things up to 11. According to an IDC-LIKE.TG survey conducted in Europe in late 2020, these are the top three priorities for customer leaders:1. Workflow optimizationCustomer experience and engagement are like a streaming channel with hundreds of songs on shuffle play united by a theme. At a basic level, customer success leaders must ensure digital touchpoints (websites, self-service portals, apps, etc.) are consistent with each other and with traditional ones, such as contact centers, products, and physical locations.UK-based Cheshire Datasystems Ltd. (CDL) is a tech supplier to the insurance industry. CDL deployed workflow automation tools to streamline its customer service desk. Customer requests that once took hours to resolve now take minutes. Calls and emails to service staff plunged by 50%, and service-level agreement achievements soared to 97%.2. Digital trust and securityAccording to a 2020 survey by IDC, approximately two-thirds of European enterprises have implemented trust programs.1 Of those, only about a third say a program goal is to establish trust agreements with partners. And just 28% say a goal is to help improve perception of the enterprise.This suggests a missed opportunity to burnish brands. Security must always be a priority to ensure regulatory compliance, but a brand’s commitment to trust is a song that needs to be in heavy rotation. The more it's played, the more loyal customers and partners are likely to be.Trust and privacy must also include efficient data exchange and respect for customer preferences. It’s about timing offers and promotions for when they’ll be welcome and soliciting customer feedback proactively.3. Business model innovationOnce you’ve had a smooth digital experience, it’s hard to tolerate old-school, analog processes. For example, we can hail rides using apps that allow us to choose a vehicle type and track our driver’s progress to the pickup point. The app provides the expected drive time, fee, and driver ratings. After that experience, going back to hailing cabs by hand and paying in cash would feel like playing music on an eight-track cassette.Similarly, during the pandemic, many restaurants have shifted to a pickup and delivery model, leveraging Uber-like ordering apps that integrate with point-of-sale systems—and sometimes inventory management systems. While we all look forward to dining in physical restaurants when health conditions permit, these new apps have permanently changed how we order takeout.B2C manufacturers are also creating digital customer experiences. Well before the pandemic, French skin care and cosmetics manufacturer L'Oréal had been laying the groundwork for engaging customers online.In addition to optimizing its own sites, L'Oréal solidified relationships with partner sites. This included getting them to use the AI-powered ModiFace, an application that allows customers to try on makeup virtually. Though sales through shops and to professionals suffered in 2020, the company saw its e-commerce revenue soar by 64% year over year in the first half of the year.Cross-functional compositionCustomer success comes from harmonizing experiences across the organization. For that reason, customer success officers need to break out of their functional silos in sales and marketing. Siloed performance metrics won’t cut it either. If you want your work to resonate across the enterprise, you need to blend traditional front-office metrics with technology, operations, and finance metrics.Every function has its part to play. The CIO needs to be a partner to link in the right systems. The human resources department is critical to drive employee experiences that foster exceptional service. Operations can automate and optimize supply chains to simplify ordering, delivery, invoicing, and payments. And so forth.The good news: Implementing customer-centric solutions often sparks discussions about technical, data, and operational silos that eventually contribute to their elimination. This paves the way for everyone to play to the same customer-focused beat.Enhance customer experience with help from LIKE.TG and IDC.1 Trott, D., Brown, D., and Child M. (October 2020). The future of trust in Europe: Moving beyond technology deployment to support business outcomes. IDC.
TOP 5 Security Software to Protect Employers On The Online WorkPlace
More and more employees now have the opportunity to work remotely. The trend of working remotely is on the rise; the number has increased by more than 350 percent in the last 20 years. In some countries, the trend of employees working remotely or from home arises due to the rising office and property rental costs and traffic congestion problems that the government is facing. Many people opt for more flexible work arrangements, but cybersecurity is often unthinkable when logging in from outside the office. Given these trends, it is essential to ensure that employees keep company information secure, no matter where they are accessing the network. Here are some valuable tips for employees to maintain cybersecurity while working from home or remotely. Tips to Maintain Cybersecurity In order to optimize your company’s cybersecurity, there are several things you can do. Here are some of them: 1. Don't share plans or locations Working remotely is the preferred option for most employees, but they need to be careful about what they share. Tell employees that they should avoid sharing specific dates and, of course, never share photos of travel schedules or airline tickets––unless they want to have someone else take the flight or break into their home while they're away. They also have to pay attention to the mobile applications they use. Facebook and Twitter, for example, both share location information. A harmless post about an "amazing dinner" tagged with a Bangkok location, for example, instantly lets others know they're going overseas. Employees must be careful when sharing their location and not share too much when they are away from home. 2. Use a cloud-based password service. With a cloud-based password service, your employees can easily set solid passwords for all their applications or websites, only needing to remember one password to access the service. Most services enter passwords automatically for users, making it impossible for "keyboard scrape" apps––attackers use malware to track all of your keyboard activity so that they can find out your passwords. 3. Be careful with public Wi-Fi. We recommend that you think carefully when you want to connect to public Wi-Fi. Or better yet, avoid connecting to public Wi-Fi. Public Wi-Fi is very risky. The free Wi-Fi at the airport may look so tempting to write about on social media. But it's crucial to remember communications that should be private should never be shared with anyone and at any point. Oftentimes, users are tricked into talking to swindlers of Wi-Fi networks, who send their communications directly to attackers. This means attackers can find login details, passwords, and any data transmitted from employees' browsers while surfing the web. Your company should consider purchasing a subscription service and requiring employees only to connect to secure Wi-Fi. If possible, they must use a virtual private network (VPN) to connect to the internet. Things like using VPN for Chrome can be a solution to keep you safer. It's easy to install but highly beneficial. This will encrypt all communications so that attackers cannot see them. 4. Use multi-factor authentication Recent network attacks have insufficient simple password authentication to protect enterprises from illegally accessing networks and applications. The number of break-ins increased by 23 percent with dire consequences: non-compliance, fines, and intellectual property theft. Require multi-factor authentication, if available. This includes a password and a second "token," such as a passcode sent to your phone, for logging in. Many devices with built-in biometrics support this automatically, and some online services like Gmail have this functionality. When traveling, companies usually use two-factor authentication to sign in to their VPN and access cloud apps like Office365, Box, etc. Secure access is effortless with one tap or fingerprint scan. Shirley GarciaAuditing and Operations Administrator of Medlinks Cost Containment, Inc. and Medlinks Staffing, LLC. “I can’t say this enough: Without LIKE.TG, we could not have communicated important project information or demonstrated that we could take on an increased workload. We now provide real-time workforce statistics and productivity reports that have helped us win more projects.” 5. Secure all entry points to your device Ensure all devices have proper protection from vendors like Symantec on devices or the cloud. Embedding digital certificates (public key infrastructure; PKI) into devices will help keep network activities secure, from confidential email to eCommerce. 6. Secure all mobile devices with a backup and encryption system Although employees are required to keep their mobile devices safe at all times (they should not leave the device in their car, hotel room, or hotel secure), sometimes devices can be lost or stolen. In this regard, have a backup system to ensure all data is safe. If the device is damaged or stolen, at least the data can still be recovered. TOP 5 Security Software to Protect Employers In order to keep your working environment safe, there are at least five security software programs that should be installed. Let’s go straight to the first one. To learn more about giving access to vital HR and work information — even when they're not in the office. Download our ebook now. Download now 1. Virtual Private Networks VPN or Virtual Private Networks is one thing that people are using nowadays, especially when cybersecurity risks are on the rise. According to some research, 77% of employees who are working from home are unprotected and unmanaged. This is understandable since the system of WFH isn’t the same as WFO. There’s not any system that could protect them from the danger of cyber attacks. And since they're mostly using their own internet connection, the risk has become more imminent. Plus, 25% of the respondents say that they allow the other family members to use the device provided by the company for other means. The device could be used to open websites, access videos or music illegally, download games from unknown sources, etc. This could worsen the already-dangerous risks, especially if the users tend to use public Wi-Fi rather than private one. That’s one of the main reasons why companies should give their employees access to VPN technologies. By using a free or paid VPN, their connection will be channeled through a safer tunnel, and their IP address will also be masked as well. The VPN will help a lot in creating an additional layer of protection for both employers and employees in sharing and trading data. 2. Email Encryption Another technology you need to have is email encryption. We know that most companies would probably use active email-spam protection. However, the problem isn’t only about spam, especially today when hackers are always one step ahead of everybody. Email security is definitely essential to keep your company’s private data protected and private. Surely, you don’t want it to be leaked, especially to competitors. Even SMBs need email protection against viruses, malware, spam, and also phishing attacks. The incoming email isn’t the only problem, the outgoing mail may have the probability of being hacked, and the results could be quite serious for the company. A company’s policies, plans, and strategies might get leaked in this way. That’s the reason why email encryption is definitely a mandatory technology to have in every company. They’ll help not only to keep the data safe but it’ll also ensure that the messages will only be sent to the suitable and intended recipients. 3. Data Sharing Protection Software Employees share data every day. A more secure file-sharing technology will make employees safer when sharing large, sensitive company data. The file distribution can also be made to be effortless thanks to the URL simplification and easy-to-access transfer page. The links that will be shared are generally able to be customized. If they’re too long, employees can simplify them and send them whether to the employers, fellow employees, or the other intended parties. 4. Software and Education to Fight Phishing The only effective way to make your company a lot safer and secure is by giving an adequate amount of safety and cybersecurity training to your employees. A company without proper cybersecurity protection will be at a huge risk of terrible reputational damage and huge losses in terms of finances. The first and one of the most important lessons to be told to the employees is about the phishing method. Although this hacking technology is considered old, it still works wonderfully since not many people know and are familiar with it. Hackers also became smarter in masking themselves to be an employees-look alike, making their effort almost indistinguishable. So, what the employers can do about it is to explain the logical and proper way of thinking about phishing and other cybersecurity risks. Since the method is often seen to be too boring, try to engage more with the employees by using the gamification aspect. 5. Password Management Software Passwords are essential. In a workplace that doesn't give a single thought to cybersecurity risks, the employees may lack care of the company’s and their own passwords. The situation is worsened when they work outside, using their own device to access the company’s website using a public Wi-Fi connection. When there are a lot of cyberattacks occurring around us, what’s best a company can do is to utilize the proper password management for all employees. Start by giving them education about the importance of password keeping, and then introduce them to the system. One of the commonly used is MFA or multi-factor authentication. The technology can be really useful to create a safer working environment, especially when the employees already have VPNs. About Author:This article is written by our marketing team at LIKE.TG. LIKE.TG is dedicated to providing powerful solutions for your HR teams and creating an exceptional employee experience. Our aim is to help your company improve employee engagement, onboarding, and to save you valuable time! The LIKE.TG Award for Excellence in Employee Experience Participation is free and winners receive: A $25 Amazon Gift Card Feature on the LIKE.TG website and social media Digital badge + certificate to share on your website recruitment materials Apply Now
Top 5 Tips For Increasing Employee Retention
Losing a good employee is bad news, regardless of the size or stage of your business. It has a knock-on effect on the rest of your team and costs the business money. If you are losing top performers, it’s time to do something about it. According to the Wall Street Journal, experts have stated that finding, recruiting and training a new employee costs 2.5 times the salary of an existing employee. Plus, the impact of being one employee down impacts the workload of your team members, adding work-related stress and reducing productivity. It can also impact workplace morale. For some employees, losing a colleague can be the push they need to start looking for a new job of their own. Why Do Employees Leave? Some employees are open and honest in their exit interviews, providing an insight into the reasons that led them to leave. Others may not feel comfortable discussing their reasons for leaving. For the most part, the annual salary is typically not the reason employees leave. After all, there are so many salary comparison tools available nowadays, making it easy to rule out any discrepancies with the annual salary. Instead, studies have found that the most common reasons for leaving include: Lack of career growth Feeling burnt out / struggling with stress Lack of flexible working options i.e. remote working, flexible hours The behavior of management/supervisors/colleagues Relocation Feeling unchallenged by the work Feeling unappreciated Regardless of the reasons, you shouldn’t be waiting until an exit interview to think about reducing employee turnover. Here are our top 5 tips to help you improve employee retention. 1. Improve Your Recruitment Process It is no surprise that there is a connection between a great recruitment process and high retention rates. To attract talent is one thing, but to attract and retain talent is something else altogether. And it starts with choosing the right candidate. But this doesn’t just mean they have the skills and experience required for the job. A job candidate should also fit well with their team members and be able to thrive within your company culture. Also, when reading CVs, look out for candidates that have longevity in their previous jobs. Did they stay with a company through ups and downs? Did they go the extra mile, volunteering or joining team activities? Do they speak about their previous jobs/companies in a professional manner? If the answer is yes, this demonstrates loyalty, reliability, and perseverance. During interviews, spend some time getting to know the individual's personality, as well as their skillset and experience. If you get to know a person well enough in the interview, you can gauge whether or not they’re a good fit for the company culture. Having a mentorship program can also help provide the best possible start for your new employees. 2. Communicate One-To-One How often do you have one-to-one meetings with your employees? My guess is not often enough. But so much good can come from having a chat with an employee. There are several important areas to discuss with your team that can improve employee retention. For example, during a one-to-one meeting, you can: provide positive feedback and ensure your employee feels appreciated for the hard work they are putting in ask for feedback, discuss job satisfaction and gain an understanding of positive changes that may improve the lives of your employees and ensure a healthy work-life balance. This could include flexible working hours or remote working discuss career advancement goals and provide guidance on how your employee can grow within the company. 3. Allow Opportunities For Career Growth Career growth is very important to employees. If employees feel as if they cannot grow within your company, they will likely find a job elsewhere. So, it’s crucial to ensure that there is always room for promotions and career development. For some employees, it may simply be a slight change to their role or an added responsibility that keeps them motivated. For others, it may be an advancement to the next stage in their career. You should be offering training and providing your team with the tools they need to improve their skills and broaden their experience. 4. Focus On Employee Wellness Time and time again, studies have found that healthier employees are happier. Wellness perks are a great way to improve the health and wellbeing of your team, effectively reducing stress and improving workplace productivity and employee engagement. Plus, prioritizing employee wellness demonstrates that you care about the health and wellbeing of your team. There are several ways to implement employee wellness perks. You could provide gym memberships or discounts to local exercise classes – but tons of companies do that. To stand out from the crowd and retain top talent, you need to go the extra mile. And this includes focusing on mental wellbeing. An employee wellbeing app is a great way to help employees priorities their mental health and wellbeing. It allows your team members to track their sleep, exercise and mood and provides valuable resources and advice on how they can improve their overall wellness. Better yet, you (the employer) can access the app data through an online portal. This will give you an insight into which employees may need additional support to improve their physical and mental health. 5. Create A Positive Company Culture Imagine walking into the workplace and feeling a weight of unease settle on your shoulders. For many employees, that’s the norm they face every day when working within an uncomfortable and negative company culture. There are several reasons why a business may have a poor company culture. These include poor communication, micro-management, unmanageable workload, workplace bullying, ineffective leaders, and general cynicism about work. If any of these problems sound familiar, it’s time to fix them. And this usually means starting from the top. Talk openly to your employees and gain a better understanding of the key problems within your business. Then set about improving them. Happy employees are 61% more likely to understand how their contribution will be assessed than employees who are looking for a new job It may be that your managers need additional leadership training. Or perhaps your employees need the time to connect and build positive workplace relationships. Whatever the solution, finding it sooner rather than later is crucial if you want to improve employee retention. About Author: This article is written by our marketing team at LIKE.TG. LIKE.TG is a leading provider of HR solutions, including recruiting, onboarding, employee engagement, and intranet software. Our aim is to help your company improve employee engagement, employee productivity, and to save you valuable time!
Top 6 Recruitment Trends to Look for
The recruitment process has seen a huge shift from traditional recruiting to new recruiting techniques in the past decade. Due to the agility in modern technology, recruitment specialists are obligated to adapt to the new changes if they want to stay in the game. We live in an era where revolutionary technologies are introduced one day, and the same technology is replaced by the more revolutionized idea the other day. This applies to all the industries and the recruiting industry is no exemption. To stay ahead in the recruiting process and to improve the efficiency of recruitment, you must brace yourself for such changes. Recruiting will see a major shift and you might be forced to bury some of your old school staffing habits. Based on the numerous years of experience in recruiting, we have listed six recruitment trends to look for in 2020. 1. The rise in Inbound Recruiting Inbound recruiting is the method of attracting employees through different marketing strategies like content marketing, social media marketing, and branding. This method helps you build a rapport with the top talent and the chances of these candidates opting to work for your company are high. Many companies will give importance to inbound recruiting over outbound recruiting. The inbound recruiting method must be designed carefully, and it might take some time to fetch results, but inbound recruiting can bring really good talent in your company. 2. Emphasis on Candidate Experience Candidate experience will be given higher priority. The overall experience of the candidate during the whole recruitment process will be very important. Based on this recruitment experience, a skilled employee will decide whether to join your company or not. If the candidate feels valuable and excited to join the company, then the chances of retaining him will be high and at the same time, he might provide the reference of some great talent in the future. Many companies will come with strategies to provide positive candidate experience as this will have a huge impact on the recruitment process. 3. Artificial Intelligence will be the Game Changer Artificial intelligence is spreading fast and it is important for all the industries to adopt it in their business. AI will be a vital strategy as you can automate the recruitment process and save your time. For example, if you post any job opening, you will receive hundreds and thousands of applications. Screening all those resumes and finalizing the candidates will consume more time. If you use AI in screening the resume, then the whole task can be done within no time. There are a lot of things such as candidate screening, candidate matching, and resume updates that you can achieve through AI. AI will improve the accuracy of the recruitment process. 4. Automating the Recruitment Process Automation has been the trend in the past few years and all the businesses have now got used to automating things as much as they can. The main benefit of automation is that it saves your time. With the evolution of technology, the emphasis is given on automation tools by all business owners. To learn more about recruitment methods, download our ebook now. Download now Automation in the recruitment process will save time in the job posting, screening resumes, zeroing on candidates, onboarding, and much more. Therefore, HR tools are going to get more and more popular in 2020 and most companies will start using at least one or the other tool to automate their recruitment. 5. Social Recruiting Recruiters will rely on social recruiting in the year 2020. Social recruiting is the process of recruiting using social media channels like Facebook, Linkedin, Twitter, Instagram, etc. There are other job portals and advertising websites where you can post your job. The social recruiting process can be more than posting jobs on social media channels. You can use social media channels to build your brand reputation and connect with the candidates. 6. Recruitment Marketing Recruitment marketing will boom. It is the process of applying marketing strategies in recruitment. The agenda of recruitment marketing is to attract the right potential candidates. Recruitment marketing can be achieved through both paid and organic methods. You can search for the latest marketing trends and apply the same in recruitment. You might have to tailor those marketing strategies according to your recruitment requirements. Bottom Line Recruitment is going to take a major leap. Predicting those changes and adopting those changes will be challenging. So, knowing the upcoming trends in advance will help you in adapting to those changes easily so that you can stay ahead in the business. Author Bio: Lingappa is the General Manager of Payroll Operations at Paybooks. He has worked in the payroll industry for 13 years gaining unparallel experience in managing payroll, payroll outsourcing and payroll implementation. He is passionate for helping people in all aspects of payroll industry and enjoys sharing his knowledge about payroll with his peers.
Top 7 Benefits of Using LIKE.TG CSAT Surveys
Getting genuine feedback from clients, whether positive or negative, has a major impact on the growth of a business. Companies should make an effort to offer the best customer service experience and satisfy their customers to the best of their ability.Customer satisfaction can be described as a metric used to gauge the happiness level of customers with a company’s offerings and abilities.Data on customer satisfaction, such as surveys and ratings, can assist a company in identifying the most effective ways to enhance or modify its products and services.Providing your customers with CSAT customer satisfaction surveys is the best way to know how they view your company and the products or services you offer.In this blog, you will learn about:Scenarios under which you can use them.The benefits of using the LIKE.TG CSAT survey to get feedback from your customers. When should you send a CSAT survey?Customers should receive survey questions after support agents complete certain processes for them, such as resolving their issues or after they interact with them.Here are some of the common events that can prompt sending CSAT customer satisfaction surveys to clients to gauge their view on the customer service they experience:After a client completes certain key proceduresFor instance, you can send new clients CSAT survey questions about how their on-boarding process was. Their responses will help the support team know its level of efficiency and identify areas to improve on.Before customers renew their subscriptionIt is ideal to send CSAT surveys to customers before they renew their subscription. It helps to identify areas in the product or service that need improvements.Actions can then be taken to ensure customers will not experience the same issues after renewal.Once agents resolve or respond to ticket issuesAfter tickets are resolved or responded to, the tickets are closed. Upon closing, a CSAT customer satisfaction survey question can be automatically sent to the customer to rate the service provided, the response rate of the agent, or both.After interactions with the customer support teamAfter interacting with customers, such as getting information about customers and their issues in detail, support agents should send CSAT surveys. These allow clients to give their feedback based on how well the agent interacts and collects information from them.Advantages of using LIKE.TG customer satisfaction surveysLIKE.TG has a CSAT survey feature that any support team can use to improve the customer service they provide to their clients in many ways, such as:1. Obtaining client feedback using a simple numerical rating scaleLIKE.TG uses a numerical rating scale method to collect feedback from clients. This method allows the clients to rate their experiences under three satisfaction levels: positive, neutral, and negative.According to a Microsoft study, 77% of consumers have a more positive perception of brands that actively seek and welcome customer feedback.LIKE.TG allows agents to customize survey questions to send to their clients. They can also customize the rating text that will display, based on their needs.In LIKE.TG CSAT surveys, there are three types of rating scales. You can customize the rating scale content based on your unique survey case. The rating scales are:2-point rating scale3-point rating scale5-point rating scaleThis rating method is very simple, easy to use, and easy to understand. It saves time and reduces the chances of survey bias and failure of clients to complete the survey questions.2. Providing customers a chance to give detailed opinions about your servicesCustomers are free to give their feedback and explain their experiences in detail in the comments section, which is under the rating scale. The comment section is optional.The feedback provided in the comment section helps a company in the following ways:Enables agents to understand and address precise concerns and needs of customers better.Provides insight on products or services that need to improve to satisfy the customer.3. Drawing insightful conclusions from survey data (survey reports)The LIKE.TG CSAT survey reports feature in LIKE.TG allows the support team to collect and measure the feedback from customers in real time. Support team leads can then promptly analyze the feedback and determine the experiences of clients.This helps identify areas the support team or others in the company need to improve on and helps identify steps that can be taken to enhance their product, services, or support.4. Controlling when to include surveys in emailsThe LIKE.TG CSAT survey feature gives agents an option to send survey links to clients via email. Agents can choose to send survey emails after every email reply or after a specific change in status.For instance, once an agent resolves a ticket issue and the ticket is closed, a client will receive a survey email where they can provide feedback. Often, follow-up survey questions help a company make improvements on products or services.5. Giving anonymous users a chance to share their opinionWith LIKE.TG CSAT surveys, any potential client that visits the website or comes across its rating link online can rate the product. The user can rate their customer service experience without the need to log in to your support portal first.This is a strategy to show potential clients just how customer-focused the company is. As a result, it increases their trust in the brand of the company and encourages them to purchase your product or service.6. Sending automated alerts and notifications based on feedbackLIKE.TG CSAT surveys are automated to send alerts and notifications to the right groups or support leads regarding negative or positive feedback.An alert on negative feedback helps leads work on resolving their problematic areas to avoid future complaints. On the other hand, notifications on positive feedback motivates agents to keep up the good work.7. Categorizing data based on CSAT reportsAdvanced filter options are available to CSAT customer satisfaction reports to categorize data based on satisfaction ratings by clients. The various filters that are listed in the category field will determine the data to be displayed.These advanced filter options make it easy for agents and support leads to identify and separate issues by the type of feedback they provide.This helps support agents focus their efforts on required areas and helps them know the next steps to take to improve customer experiences in the future.Types and common examples of CSAT survey questionsThere are some common survey queries that most businesses use. Asking the right questions helps clients provide the best feedback in detail.Companies can utilize a range of customer experience surveys to gather customer feedback. Each type of survey offers distinct customer insights and should be applied at a particular stage in the customer experience lifecycle.Visit our CSAT types and examples blog to explore the types of surveys and a list of common CSAT survey questions that support agents often send to their clients.ConclusionCompanies that collect, measure, and analyze feedback from customers using customer satisfaction surveys in LIKE.TG gain great insights.These insights contribute in many ways to their main goal, which is to improve the customer service experience for their clients. Agents also need to consider when to send survey questions to maintain the trust and loyalty of customers.LIKE.TG offers the best customer satisfaction survey tool to ensure any support team gets feedback from its clients with ease. Try our LIKE.TG free trial for first-hand experience with the best help desk survey tool.If you have any questions, feel free to contact LIKE.TG support for assistance. To explore how LIKE.TG can be tailored to meet your business needs, please contact us to schedule a live demo.Related blogsBenefits of tracking customer satisfaction with helpdesk How to collect and use a customer feedback survey 10 Popular Customer Satisfaction Survey Questions in Customer Service 10 Essential Ways to Improve Customer Satisfaction
Top 7 Customer Testimonial Tools to Help You Drive B2B Sales
Modern businesses revolve around customers because today, customers’ voices can be heard more than ever. With the advancements of technology and social media, it became significantly easier for businesses to obtain insights and for customers to share their experiences. We all know how important it is to have more than satisfied customers and how much it can benefit a brand or a company. Therefore, successful businesses of the modern world are actively shifting their focus to the customers and their core needs. But more importantly, giving your customers a backbone to share their satisfaction with your product/service will lead to building a trustworthy social proof. In that light, crafting great testimonials and effectively sharing your customers’ satisfaction stories is of utmost importance for your business. Now, the latest state-of-the-art trends, which are giving businesses the upper hand in driving B2B sales and making prospects are video testimonials. A lot of thriving businesses already shifted gears to video testimonial services and added more depth to their customers’ stories. There are a lot of video testimonial tools in the market, so here are the top 10 that can strike a difference. Testimonial Hero Testimonial Hero enables companies to create outstanding B2B video testimonials. Moreover, it is adapted to the current situation with the pandemic, and it specializes in remote video testimonials. By offering top-notch recording and editing services, crafted through a hassle-free process, it is one of the most popular tools on the list. Here is how it works: Kick-off meeting with experts from Testimonial Hero who note your ideal interview questions and conceptualize how to shape the best video testimonial 30-minute hands-on with your customer to set everything up and film a remote video testimonial Editing and transforming previously filmed content into a compelling 90-second testimonial Pros: Highly professional video testimonial service, using the highest-quality equipment The staff takes care of everything and delivers a finished product A multi-expert approach to cover the whole process from pre-production to post-production Proven service with dozens of satisfied users Cons: Not offering any additional action and consideration metrics over published testimonials (not exactly a Con, but a “would-be-nice” feature to have) Testimonial This testimonial service brings a simplistic and user-friendly approach to easily record testimonials. The users of Testimonial range from startups through SMEs and even up to some of the Fortune 500 companies. Testimonial also offers your customers to make both text and video testimonials. The service works by creating a link for users to send to their customers via multiple platforms. It also has a fair number of tweaking options for recorded testimonials as well as integration options across many platforms like WordPress, Wix, Appy Pie Website, etc. Pros: Reasonable price Easy to use with minimalistic design Money-back guarantee if you don’t get any testimonial from your customers Cons: It could have more editing & tuning options for testimonials Voxpopme Voxpopme is a video testimonial service made to quickly collect the best insights from your customers while preserving the quality in the process. Additionally, it comes with an automated analytical toolset that helps with further understanding of your NPS and sentiment metrics. Lastly, it offers the versatility to tweak and tune collected video testimonials and further analyze them if needed. Voxpopme creates remote video testimonials like this: Collects CX experience and feedback either from users’ or platform’s on-demand audience Analyzes and categorizes gathered feedbacks and provides features to expand users’ customer understanding (“Test Single/Multiple Concepts” Feature for example) Creates showreels and provides various sharing and embedding options Pros: Extensive toolset for various analyses including qualitative and quantitative metrics Proven track-record Cons: Hefty price tag GetBravo GetBravo is a cloud-based platform that makes simple and affordable video testimonials. This solution is ideal for smaller businesses and startups or those with a lower budget in mind. It comes with a somewhat decent amount of options to publish & embed completed video testimonials. What’s more, GetBravo has everything you need built-in on their website, with a few useful articles on video testimonials. It is really easy to customize testimonial requests with the company's logo and even write specific questions you want to be answered. The only thing you need to do next is to embed the code of testimonial recorded to your website and you are all set. Pros: Very easy-to-use Affordable price even for their top-positioned plan 7 day trial period to test it out Cons: Lacking more editing and post-production options The quality of the video is limited by the interviewee's web camera VideoPeel VideoPeel is a mobile-friendly, remote video testimonial service that makes it easy to collect video social proof. Simply enough, users can provide their customers with testimonial links instantly, relieving them of any additional action to effectively record their testimonial. Even more, VideoPeel takes care of the entire process by automating everything from making initial requests to publishing and analyzing testimonial performance. There are many options for various types of video marketing, but we will stick with video testimonial features that include: Creation of user-tailored instruction forms for the customers (involving personalized prompts and branding) Hassle-free recording process from customer side available via a single link Multiple publishing options like video carousel, picture-in-picture, or video library intended to fit different platforms Video testimonial insights analytics Pros: It doesn’t require any hassle from customers who are recording their testimonials Great publishing features Reasonable price tag Cons: Video NPS, Video Sentiments and Consumer Insights aren’t included in VideoPeel’s Video Testimonial plan Only Premium and Enterprise plans offer publishing options and additional analytics LivingLens This flexible platform offers many features to craft distinctive video testimonials that highlight key points of user products & services. Furthermore, it is mostly intended for brands, agencies, and technology & healthcare enterprises. It comes with a dedicated set of tools for in-depth analytics for extracting insights and powerful publishing features. LivingLens works like this: Collecting video testimonials through surveys shareable via an app, cloud, or Zoom Analyzing key elements of testimonials for better decision-making in what to publish — analyses are aided by smart BI and ML technologies Creation of resourceful showreels that can trigger desired emotions or decisions Pros: Offering a lot of options for collecting testimonials In-depth, state-of-the-art technology standards to extract insights and provide other significant metrics Video insight knowledge base Cons: Some hassles with exporting multiple videos The price tag is not publicly visible “I can’t say this enough: Without LIKE.TG, we could not have communicated important project information or demonstrated that we could take on an increased workload. We now provide real-time workforce statistics and productivity reports that have helped us win more projects.” Shirley Garcia Auditing and Operations Administrator of Medlinks Cost Containment, Inc. and Medlinks Staffing, LLC Learn More The Bottom Line The last entry on our list is VideoGenie — a simple and user-friendly platform that helps capture testimonials in classic and simple ways. A lot of major companies are using this platform, like Facebook, Disney, and Levi’s, just to name a few. VideoGenie is versatile, covering all the phases to publish a testimonial — from various recording features to digital rights. It works like this: Collection of customers’ video testimonials from multiple sources and platforms with a toolset to create effective prompts or restrain the recording with a pre-set timer Reviewing of submitted videos to correct, tag, and set tracking parameters Publishing videos to social platforms via embed code or simple download to publish on other websites Applying metrics to analyze the impact of video testimonials — sales, generated traffic, time spent, etc Pros: Easy to use, versatile platform Reputable and reliable service Minimalistic approach with just enough features Cons: The whole process from collecting to publishing videos is almost entirely left to be conducted by the companies The price tag is not publicly visible Conclusion To sum up, video marketing is the next phase in the digital marketing revolution. As we speak, video campaigns are being conducted for virtually any type of business for many purposes. Driving sales and customer expansion and retention are essential, but what drives it is the story behind the satisfaction of the customers. Naturally, giving a face to your story with video testimonials and transferring satisfaction and life-changing experiences to the viewer watching is what sells. Each tool within this listicle has its purpose, and it is up to you to gauge which will best fit your business. For really tight budgets — GetBravo will be enough. For those who want elite production and quality — Testimonial Hero is what you need. To learn even more about managing remote teams and keeping employees working at home highly engaged, download our ebook now. Download now About Author: Sam Shepler is the founder and CEO of Testimonial Hero. 150+ B2B revenue teams at Google, UiPath, Medallia, InsightSquared, and many others use Testimonial Hero to easily create customer videos that engage prospects, reduce friction in the sales cycle, and drive more revenue faster.
Top 7 SLA Best Practices to Improve Customer Service
Building a good relationship between clients and the support team is a strategic imperative for the success of any business. According to research from Microsoft, 96% of consumers say customer service is important in their choice of loyalty to a brand.The initial stage in establishing a good rapport with clients involves drafting a contract that clearly outlines the requirements and standards that both parties are expected to comply with.In customer service, a service level agreement (SLA) is key to ensuring:The best customer experience.Improved productivityThe growth of the company.This blog walks you through the following topics:What an SLA is.The key components of a customer service SLA.Importance of service-based agreements.SLA best practices. What is a Service-Level Agreement (SLA)?A service level agreement is a documented agreement between a company and its clients. This agreement defines the services that the company will provide its customers as well as the service standards to expect from it.In customer service, it is referred to as an agreement between the support team and the clients about the response and resolution times to expect.It clearly defines the set target time within which a company is expected to respond to or resolve different customer issues.Types of customer service SLAsService-level agreements (SLA) vary depending on the nature of the services and the provider-client relationship. Each type of agreement requires specific terms and conditions to which both parties involved must agree.These terms often include details about services, priorities, responsibilities, guarantees, and warranties. Here are the main types:Customer-based SLA: This is an agreement with an individual customer or group covering all the services they use. It contains details regarding the type and quality of service that has been agreed upon.For example, a company may have a service-based agreement with its IT provider covering all its digital services.Service-based SLA: This type is an agreement that pledges a specific service standard to all customers using the services provided.For example, a telecommunication company may guarantee a specific internet bandwidth to all its customers.Multilevel SLA: This type is broken down into levels, each addressing different sets of customers for the same services in the same SLA. A multilevel agreement may include a component at the corporate level that is applicable to all users, along with a distinct agreement specifically designed for a particular customer group.For example, the telecom company might offer basic services and support to all its customers, but it could also present varying price tiers that determine different levels of service.The Key Components of a Customer Service SLAThe components of this type of agreement vary based on the needs and expectations of customers. However, there are some features that are common for any customer SLA.These include:Goals and expectations of both partiesThis service-based agreement clearly states the expected goals and targets of each party. It explains the level of service that the customers should expect from the support team of the company.Service performanceThis agreement defines the specific quality of services or level of performance expected by the client.Summary of the agreementsA summary of the agreement includes all the specific terms and conditions of the service offered. It defines the time span to resolve or respond to issues.Services offeredThis component includes details about the services or products that the company offers to clients.For instance, you can include all the primary services provided by the company as well as other services like analytics and reporting services that the company offers as bonuses.SLA breach conditions and measuresThis component clearly states the conditions under which the contract is breached and states the repercussions that will follow an SLA breach.If tickets are not updated within the set target time, support leads can follow up with the assigned agents to prioritize the issues.Importance of SLA in customer serviceSLAs play a crucial role in software for ticketing system. They set the expectations for a company’s performance and establish the remedies or penalties for their performance failures.A help desk service-based agreement clearly states and defines different aspects of a company’s customer service.These aspects, such as goals and the terms and conditions defined for both parties, can benefit the company and the clients in many ways:Improves communication between parties.Enhances the productivity of the support team.Creates and builds strong relationships with clients.Fosters loyalty and retention.Read more on how an SLA in customer service improves productivity in our blog.Best practices of using a service level agreementCompanies should implement specific key practices in their service-based agreements to improve client-company relations and enhance the experiences of their clients.The following are the best practices of using an SLA in customer service that you should consider:1. Create and maintain separate agreements for each brandCompanies should draft different agreements for each brand they own. Since they have different kinds of issues, different brands can require different resolutions or response times.This depends on issue’s complexity, type, and volume. For this reason, it is ideal to have separate customer service contracts for each brand.2. Track the performance of the right SLA metricsFirstly, select the right automated help desk software for your customer service needs.With it, you can choose useful metrics that best represent the quality of your support. You can also highlight areas of concern.Use metrics from past customer issues and aim to implement agreements that best fit the time requirements of both your customers and team. Consider the following metrics:First response time.Next Response.ResolutionSLA achieved and breached.With such metrics, using an SLA reports dashboard, support leads can have access to useful information that will help them to:Monitor how each support agentGain insights from informative reports.Adjust future service-based agreements to ensure they are always achievable.Read this article to get an overview of SLA dashboards.3. Set realistic targetsWhen you draft a help desk agreement, make sure all the standards of service and the expectations that you set up are realistic. Confirm whether you have included the right ticket requirements and the help desk tools needed in your content.The resolution and response times agents will have to perform the required tasks should be achievable.Customers prefer service providers that deliver as promised. So, companies should ensure fast and accurate delivery of high-quality services as defined by the agreements.Achieving clearly set expectations will satisfy clients.4. Involve your customer support team in creating the agreementsAgents are the first point of contact between the clients and the company. They are more aware of what the clients need and expect from the company.Support agents also know which goals can be achieved and which are unrealistic. They will be of great help to management as they draft the expectations for the end users and company.5. Clearly define the roles and responsibilities of both partiesFor any SLA to be useful, the roles and responsibilities of support agents and teams should be clear and well-defined.This makes it easy to identify the right agents to perform specific tasks and know if they meet the expectations of the clients.In addition, clients should know their responsibilities to make the agreements they made work best.6. Review and set SLAs that align with customer goals on a regular basisAlways strive to review and update the help desk SLA documents based on the current needs or expectations of your clients.A recent study revealed that 70% of customers will do business with a company again if it resolves their complaints. This shows the importance of tailoring your service level agreement to accommodate diverse client needs.This should be done on a regular basis to keep up with any changes in the needs of clients. Remove or add new customer service agreements to help your end users achieve their goals.You should use service-based agreement metrics to determine the real goals of clients.7. Make simple and clear agreementsWhen drafting this agreement, make sure the language used is simple and explains all the terms and conditions in the agreement in a clear manner.Clients should be able to read through and understand the agreement easily. It should clear up any concerns and answer any questions they might have about the company and its services.It is advisable to avoid jargon since it complicates the customer service SLA and not all clients can understand it.ConclusionA good service-based agreement should be specific, measurable, achievable, relevant, and timely (SMART). The needs of clients should be well addressed.A good service-based agreement ensures the service providers and their clients maintain a good relationship, the productivity of agents increases, and customer satisfaction improves.With LIKE.TG, your customer-facing teams will enjoy state-of-the-art SLA metrics and integration. Try the LIKE.TG free trial package for your customer support. Contact us to schedule a 30-minute live demo to experience the best help desk SLA in customer service.Related articles6 Reasons You Need an SLA for Customer ServiceWhat is an SLA? How does an SLA improve productivity?
Top 9 Customer Loyalty Metrics in 2024
Although hard to come by, loyal customers are a tremendous asset to any brand. Many businesses now consider keeping customers happy to be a top priority and for good reason.Returning customers generate the most value by gushing their friends and coworkers about their most recent purchases!In this post, we will examine what customer loyalty is, ways to improve it, and some metrics to gauge client loyalty. Why should your business measure customer loyalty?Just because a customer is satisfied with your support doesn’t guarantee that they will be loyal to your company. Measuring customer loyalty benefits companies in many ways, such as:Knowing their customers better: Customer loyalty metrics provide insight into what drives customers to stay loyal to the brand. Understanding customer behavior and purchasing patterns makes it easy to offer exactly what customers need to keep them returning for more.Tracking business performance: Observing changes in customer loyalty metrics helps companies evaluate their performance against past trends. They can use this to identify their strengths or weaknesses and devise strategic plans to improve customer loyalty.Strengthening customer relationships: Knowing how customers relate to the company and perceive it helps departments throughout the company improve customer connections.Creating and maintaining a superb customer experience: Businesses can use customer loyalty metrics to identify which experiences retain customers and which ones push them away. This helps companies adapt their procedures and workflows to deliver an outstanding customer experience in every interaction.Making sound decisions: The insights from loyalty metrics inform businesses’ future decisions to maintain customers.How to measure customer loyaltyCustomer loyalty is the ongoing commitment and preference of a customer towards a particular brand, product, or service. It is the result of a positive customer experience, satisfaction, and the perceived value of an offering.With customer loyalty index, we can monitor our success at keeping the customers we attract. Let’s discuss the key metrics to measure your customers’ loyalty.1. Customer satisfaction score (CSAT)The customer satisfaction score serves as an efficient and straightforward method to gauge immediate customer satisfaction. It prompts customers to evaluate their satisfaction with a company’s product or service on a scale, typically ranging from 1-5 or 1-7.To improve your CSAT score, learn more about the best practices for customer satisfaction surveys.To calculate your customer satisfaction score:Divide the total number of satisfied customers by the total number of respondents and multiply the results by 100.This direct response can assist businesses in pinpointing problems and implementing improvements to boost customer loyalty.2. Customer retention rateYour customer retention rate reflects how well your brand can keep clients. It displays the number of clients who have continued using your brand over time.According to statistics, 82% of organizations agree that customer retention is cheaper than client acquisition because of improved brand image.Several things impact customer retention, like perceived value versus cost, delivery time, and loyalty programs.Customer retention rate (CRR) calculation is as follows:Subtract the number of new clients (CA) during your chosen time period from the number of clients at the end of that time (CE).Divide the result by number of clients you had at the beginning of that time period (CS).Multiply the result by one hundred.Where:CA: Total number of new clients.CE: Total number of clients at the end of the given time.CS: Total number of clients at the start of the given time.3. Customer lifetime valueThe complete financial connection between a brand and its customers is examined through customer lifetime value (CLV).This metric aims to estimate the potential profit each client may provide for the company. Companies can use the CLV calculation to determine how much they can spend to gain each client.This metric aims to estimate the potential profit each client may provide for the company. Companies can use the CLV calculation to determine how much they can spend to gain each client.Apply the following formula to calculate your customers’ lifetime value:First, calculate the customer value by multiplying customers’ average number of transactions by the average value of a transaction.Then, multiply the resulting customer value by the average customer lifespan.4. Repeat purchase rateThe frequency with which buyers make purchases of a specific product is known as the repeat purchase rate. A high frequency of repeat business is a strong indicator of consumer loyalty and people who believe in your brand.To calculate the repeat purchase score, follow this formula:Divide the total number of repeat customers by the total number of paying clients.5. Customer loyalty indexA standardized technique for tracking client loyalty over time is the customer loyalty index (CLI). Even though it can be your top goal, client loyalty cannot be expressed in a single figure.This is why CLI considers a variety of variables, including Net Promoter Score (NPS), upselling, and repeat business. This is done by way of a questionnaire that covers these three crucial areas:How likely are you to tell [people you know] about us?How likely are you to buy from us later?Are you likely to try our other products or services?The average of their three replies determines a customer’s CLI.It rates these responses on a scale of 1 to 6, with one denoting “Definitely Yes” and six denoting “Definitely No.”6. Active engagement rateA valuable indicator of client loyalty is the active engagement rate, which is comparable to the participation rate. The quantity of consumers actively participating in your loyalty program is called active engagement.Active engagement rate calculation is as follows:Take the total number of customers in a given time period and divide it by the number of clients participating in the loyalty program.7. Rate of engagement in social mediaSocial media engagement serves as a valuable tool for measuring customer loyalty metrics. It allows businesses to track customer interactions, preferences, and overall sentiment toward their brand. You can monitor consumer loyalty by monitoring your social media involvement levels.Count the mentions, likes, shares, and comments you receive on social networking sites. Your clients are more likely to be loyal to your company if they are active on social media.8. Customer attrition rateIt is critical to monitor client turnover in the same way as client retention. Customer churn is the number of clients that leave your company over time. A high customer churn rate (CCR) suggests that many of your clients will attend your firm.Calculate the rate of customer attrition using the following formula:Divide the number of clients who left your company in a specific time period by the number of customers at the start of that period, then multiply that value by a hundred.9. Upsell ratioThe upsell ratio is yet another excellent indicator for gauging client loyalty. This customer experience metric is the proportion of buyers who made several purchases over those who made just one purchase.Cross-selling is the process of purchasing more items than were initially planned, whereas upselling refers to the behavior of choosing higher-value choices over lower-value ones.To calculate the upsell ratio:Divide the number of customers purchasing additional services by the total number of all customers.Ways to improve customer loyalty to your businessHere are some crucial pointers for enhancing your metrics:Create loyalty programsInstead of holding frequent sales events and discount promotions, you could create a customer loyalty metrics program that rewards customers for their repeat business to boost their overall income.Doing this may establish a relationship with the consumer and provide them with reasons to place further orders.Ask for feedback from customersRepeatedly ask your customers for their opinions and suggestions (but not to the point of being annoying). This shows that you respect their point of view and are willing to improve based on their needs and preferences.You can request feedback on your merchandise or the performance of your customer service staff.This can assist you in gaining more sales from customers who see their suggestions come to fruition in your offerings.Social media engagementIf you put time and effort into your social media interaction, your most devoted clients could assist you in reaching new heights. Your company’s success depends on building strong customer relationships. Thus, having active social pages is now required.Using social media marketing and interactions, many new businesses are attempting to engage clients further, turning them into brand advocates.The more you invest in client involvement, the more money you save from the free marketing they give you.Take advantage of customer loyalty metrics to scaleYou can better gauge your company’s development and trajectory if you calculate customer loyalty.Tracking a mix of customer loyalty metrics will offer you a more in-depth understanding of your success in attempts to win over consumers’ loyalty.Consider using a platform like LIKE.TG to improve your customer experience. Sign up for a LIKE.TG free trial or book a live demo to see what it can do for your support team. If you have any questions, please contact the LIKE.TG support team.
Top HR-Approved Employee Engagement Tools In 2023
Employee engagement software is a platform wherein it helps HRs or employers to connect better with their employees and strengthen their business relationships. It is a cloud-based system wherein employers could get in touch with their employees through various means. Engaging with employees requires a strategical approach that requires dedication and hard work. In this guide, we will share 10 important employee engagement tools to improve the overall engagement level in your organization. Let’s get started. Top Employee Engagement Tools The following 10 tools and software are approved by HR professionals in order to increase or improve employee engagement in the organization: 1. LIKE.TG LIKE.TG is a software used by many HR professionals around the world as a tool to increase employee engagement in the organization. One of the greatest benefits of using LIKE.TG is that the users are more connected to their organization or company as well as with each other. It provides an automated onboarding process, personalized paid time-off for the team, helps you recognize employee potential, and more. LIKE.TG helps you create a successful onboarding experience for new employees with self-service capabilities. Usecases of LIKE.TG, a employee engagement platform: Promotes employee recognition and good work with a centralized newsfeed of a company Automate the employee onboarding process Gamify the employee rewards program Welcome employees with a personalized portals with important information and a welcome letter Boost collaboration between internal team members in your organization Also, one of the important ways to measure the employee engagement level in your organization is by conducting survey and taking feedbacks. Fortunately, the tool helps you perform survey and polls with a detailed analytics reports. Book your free LIKE.TG demo 2. Bonusly This is software that helps to make the recognition of employees more impactful by helping you connect with the employee’s core values and giving recognition to everyone’s contribution to the company. It also helps to build a stronger team and a scalable culture of recognition by empowering everyone. It helps greatly in boosting employee engagement by encouraging and motivating the employees. It also helps employers to listen and act according to the employee’ feedback with fun surveys. It also reduces friction by helping you implement an easy to manage system. Price: bonusly starts its pricing at $3 per month for each applicant. They also provide a free trial. 3. Empuls This tool is trusted by various big companies. The main reason that empuls is this recognized is because of their help in providing various strategies to implement in order to increase employee engagement. They provide a “social intranet” that helps the employees to connect with the organization through open and honest communication. And through surveys, empuls helps to measure employee sentiment and to seek honest feedback to make improvement in the strategies. Empuls also help in recognizing employees for collaboration among teams and for motivation to do better. 4. Nectar Nectar has been helping to power up the teams that deliver great Customer & User Experiences for over 15 years. This platform helps to strengthen your brand and also in improving customer service. It is cost-effective and helps in increasing efficiency. It helps in monitoring and alerting the environment of your employees. Nectar also provides help in reporting and analytics. 5. Awardco It helps to create, manage and customize various recognition programs for employees. Awardco helps you create modern service awards and milestones for all your employees. It helps you create automated incentive programs to reward your employees. Awardco helps your come up with ideas to reward your employees with the most powerful network you could find. 6. Quizbreaker It helps you custom your own questions to acquire honest feedback from your employees. Quizbreaker helps to build or strengthen the relationship or connection with the people around you. It also provides you with various fun activities to know more about the employees. 7. TINYpulse It helps you get the right tool or formula for the success of your company. It helps employees with more opportunities and to provide honest feedback. TINYpulse helps you in getting the right data and tools you need to build a robust employee engagement strategy. It also helps you to act strategically upon the feedback in order to improve them. It helps in activating the full potential and core values of your employees. To learn even more about improving the employee experience and increasing your competitve advantage while providing a fast return on investment, download our ebook now. Download now 8. Slack Slack helps you bring your teams together. It also provides your employees with various opportunities within the organization. It helps you move fast and think quicker with tools and strategies all in one place. Slack offers two types of plans, i.e; standard and plus. The standard plan costs $8 per person per month, or a few cents more than $80 per person annually. Plus plan costs $15 per user per month or $150 per person annually. How Much Can Workmates Save You? Higher engagement More features Half the cost Learn More 9. Monday.com This software or platform is trusted by various great companies all over the world. Monday.com helps you create visual boards to tailor your way to manage anything from projects to departments or teams. It helps in supporting your growth every step of the way. It helps you streamline your work for maximum productivity. Monday.com also helps to bring your teams together in order to drive the business impact. It also helps your team to stay on track to achieve or reach your goals faster. Monday.com starts its pricing at $8 per user per month to $16+. It also provides a free trial. 10. 15Five It provides an easy-to-use system for HRs to make their work much easier. 15five helps to turn engagement insights into engagement outcomes. It helps in quick communication and to track your employees. It helps to upskill managers, employers, or leaders to drive performance and engagement simultaneously. 11. Vantage Circle Employee recognition stands as the number one motivation for more productivity. Vantage circle helps in recognizing employees’ hard work and efforts to get more flexible at work. It also helps in celebrating great accomplishments with employees and expressing your gratitude towards them. Vantage circle also helps you develop digital rewards and various ideas and offers on that aspect. It provides real-time and fun recognition activities. It also helps in deep analysis. Vantage circle starts its pricing at $3 per month for each applicant or user. They also provide a free trial plan. “Our staff has praised the increased communications level Workmates delivers. We use it to communicate important project matters and give staff specific ‘kudos’ or even recognize their birthdays. More importantly, we use Workmates to clarify important project details that needed rapid dissemination among the entire team.” Christopher Baggott Chief Executive Officerator of Medlinks Cost Containment, Inc. and Medlinks Staffing, LLC. Learn More Benefits of Using Employee Engagement Software Employee engagement: These employee engagement tools help in Improving overall employee engagement on a large scale. Employee engagement is as essential as expecting the employees to contribute to the growth of the company. Productivity: These employee engagement tools help in Improving employee productivity. Employee engagement is the key to the success of one’s company. Retention rate: The following software tools also help in Increasing the retention rate and the onboarding process or employee experience. It can be designed to the will of the employer in such a way that it will help the employee feel comfortable around the new environment. Teamwork: With the help of these employee engagement tools, employers can keep an eye on the teams which helps in Improving teamwork among colleagues. Stop Conflict Before it Begins witha Culture of “Thank You” Does your organization foster a culture of micro-rewards and gratitude? If you’re not sure or the answer is “no,” your company culture could be contributing to workplace conflict. Building a culture of “thank you” can be difficult (especially with remote teams), but it doesn’t have to be! Learn more in our eBook, "10 Free / Low Cost Employee Recognition Ideas.” Learn how! Feedback: These tools also Help employees give honest feedback and the freedom to provide honest opinions. When an employee provides honest reviews or feedback, you might get an idea of how your strategy/tool is working and how to improve that tool to a better strategy. Communication with peers and employer: The tools that you implement also help drastically in improving employer-employee communication. Employer-employee communication/interaction is very important since it helps in understanding each other and acting according to it. Employee satisfaction: implementing employee engagement tools helps in Increasing employee satisfaction. Employee satisfaction is very crucial. Without satisfying their work needs, you cannot expect them to produce an amazing work either. Emotional well-being: Providing the right tools and environment for your employees to work in helps Improve employees’ emotional well-being. According to human psychology, the color of the room also affects the mood of the employee whether in a good or a bad way. To learn more about the features and capabilities available in Workmates, download our ebook now. Download now Company culture: Implementing the right tools also shows what type of culture your company follows. And a good company culture always attracts more people to your company. Providing the right tools helps your company Improve work or office culture Employee recognition: This is a very important factor in employee engagement. And that is to recognize your employees for their work. Recognizing their effort is very essential, as it helps them in getting motivated to keep up the work or to make it better. This software Help in recognizing employees for their efforts. Conclusion The above ten amazing tools and software are recognized and approved by various HR professionals all over the world. These tools have worked and have been working for many organizations as a leading strategy for improving employee engagement. The exact method of these tools may or may not work for every company. So, improving and enhancing your strategic plans in improving employee engagement should be put into thought and implemented into action.
Total experience: Today’s top business multiplier
The pressures that converged upon businesses during the pandemic forced the rapid evolution of both the customer experience (CX) and employee experience (EX). In that make-it-or-go-under environment, many of those that survived came out ahead in terms of CX and EX.Now we face the next hurdle: strong macroeconomic headwinds. Inflation and the threat of a recession are forcing businesses to prove their resilience once again. If we’ve learned anything from recent years, it’s that we need to lean into challenges. Total experience (TX) can be a differentiator.Take experience to the next levelToday’s leaders can take the foundations they’ve laid for strong CX and EX and build upon them with TX, a business approach that considers the interconnectedness and synergies between CX and EX.TX delivers big benefits when done well. According to research by LIKE.TG and ThoughtLab, 60% of organizations have increased revenue as a result of tightly aligning CX and EX. About half of surveyed organizations recognized improvements across health and safety (53%), products and services (50%), data security and privacy (48%), and reputation (48%).In today’s macroeconomic environment, investing in TX should be a top priority. It’s been shown to generate lasting, meaningful returns for businesses. Doing TX wellDelivering a great TX isn’t a simple exercise. In the Workflow total experience special report, LIKE.TG Chief Transformation Officer Vishy Gopalakrishnan says it takes a real shift in mindset.“Business leaders have to wear the hat of someone who’s going to consume what we provide as a service,” he explains. “What does that person want to get done, and how can I make it easy for them?”For many companies, personalization and customization are key to elevating experiences and making it easier for people to get what they need. Businesses must fully understand the customer and employee journeys and map service delivery to each moment along the way.Sound challenging? It is, but there’s no skirting customer and employee expectations. “Experience has definitely become more relevant today than it ever has been,” says LIKE.TG Chief Transformation Officer Kelly Kent.“Employees are realizing that it really doesn’t need to be this difficult to get work done, because in our consumer lives, we’re being given tools every day that are making things easier,” she adds.Strategic approach requiredPart of getting TX right is taking a strategic approach to transforming technology and operations. Digitization and automation are essential tools to accelerate outcomes and simplify processes on the back end. And improved EX directly and positively affects CX.Prioritizing TX is indeed a team sport, according to LIKE.TG Chief Transformation Officer Tom Parisi. “It’s about changing how the company works,” he says. “You’re starting to break down silos, build cross-functional processes, and pull together multiple revenue streams.”From this vantage, committing to TX is not a business unit decision but rather a train moving full speed ahead that needs the entire enterprise to get aboard. The good news is the ride and the destination are well worth the investment.Get more insights in the Workflow TX special report. It includes expert tips, research, and video snippets from a few of our chief transformation officers.
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