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The Digital Business Kit for Retailers


Learning Outcomes

Retailers will identify the online Customer Support strategies that can best suit their business. [printfriendly]

mod-arrow Customer Support Resources

This page lists valuable online customer service resources such as industry definitions, studies, comparative analysis, how to’s, templates, industry forums, top vendors, white papers, videos and more . Choose from your area of interest from the table of contents to visit online content generated by relevant industry experts.

NOTE: While the links below were screened from thousands of possible links – there are different levels of requirements. Articles vary in deployment scale and relevance. This website DOES NOT endorse any of these companies and/or products.

 



CUSTOMER SERVICE DEFINED
Customer Service
http://mashable.com/category/customer-service/

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GENERAL

How to Provide Customer Self-Service Online | Inc.com
http://www.inc.com/guides/cust_self/20909.html

4 Top Customer Service Tips For Small Business
http://mashable.com/2011/08/17/customer-service-tips-small-business/

Best Customer-Service Practices, Customer Service Article | Inc.com
http://www.inc.com/guides/cust_service/23036.html

2012 Customer Service Hall of Fame – consumer satisfaction – MSN Money
http://money.msn.com/investing/2012-customer-service-hall-of-fame-1

8 Rules for Good Customer Service
http://sbinfocanada.about.com/od/customerservice/a/custservrules.htm

Customer Service Pointers for Online Ecommerce Store | Business 2 Community
http://www.business2community.com/customer-experience/customer-service-pointers-for-online-ecommerce-store-0414021

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WHY CUSTOMER SERVICE

What is the impact of good customer service?
http://www.zendesk.com/blog/impact-of-good-customer-service-2013

Good customer service defined
http://www.zendesk.com/blog/good-customer-service-defined

The Best Customer Service Quotes
http://www.desk.com/blog/best-customer-service-quotes/

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CUSTOMER SERVICE TOOLS REVIEWS

10 Online Tools to Improve your Customer Service Experience
http://yfsentrepreneur.com/2011/11/29/10-online-tools-to-improve-your-customer-service-experience/

Live Chat Support Software Review 2013 | Best Live Chat Software | Compare Live Help Chat Programs – TopTenREVIEWS
http://live-chat-support-software-review.toptenreviews.com/

Live Chat Support Software Comparison | Comparison tables – SocialCompare
http://socialcompare.com/en/comparison/compare-live-chat-support-software-help

Help Authoring Tools / Help Creation Tools – indoition: technical documentation and software user assistance
http://www.indoition.com/online-help-authoring-tools-survey.htm

Compare Zoho Support vs. Zendesk | GetApp
http://www.getapp.com/compare/customer-support-software/zoho-support-vs-zendesk

A Guide to Multi-Channel Customer Support | Zendesk
http://www.zendesk.com/resources/a-guide-to-multi-channel-customer-support

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CUSTOMER SERVICE CASE STUDIES AND EXAMPLES

Amazing Customer Service: Best Place to Look for a Strategy – OPEN Forum :: American Express OPEN Forum
http://www.openforum.com/articles/eyes-wide-open/

The Zappos Effect: 5 Great Customer Service Ideas for Smaller Businesses | Practical eCommerce
http://www.practicalecommerce.com/articles/2662-The-Zappos-Effect-5-Great-Customer-Service-Ideas-for-Smaller-Businesses

Tales of Customer Service | Under The Influence with Terry O’Reilly | CBC Radio
http://www.cbc.ca/undertheinfluence/season-2/2013/03/16/tales-of-customer-service-1/

Check Out The Insane Lengths Zappos Customer Service Reps Will Go To – Business Insider
http://articles.businessinsider.com/2012-01-09/news/30606433_1_customer-service-zappos-center-services

11 of the Best Customer Service Stories Ever | Mental Floss
http://mentalfloss.com/article/30198/11-best-customer-service-stories-ever

5 Ways to WOW Online Shoppers with Customer Service | Two Minute Tuesdays – YouTube
http://www.youtube.com/watch?v=RX_gAE5MLDo

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CUSTOMER SERVICE STATISTICS

used on main page : Customer Service Stats Prove Why Everyone Must Deliver Excellent Customer Service | Shep Hyken
http://www.hyken.com/customer-service-3/customer-service-stats-prove-why-everyone-must-deliver-excellent-customer-service/

20 Important Customer Experience Statistics for 2012 | Fonolo
http://fonolo.com/blog/2012/03/customer-experience-statistics-2012/

25 Customer Service Statistics From 2012 To Help You In 2013!
http://www.businesszone.co.uk/blogs/andyhanselman/compete-or-get-beat/25-customer-service-statistics-2012-help-you-2013

Stats: consumers will pay more for better customer service – AGBeat
http://agbeat.com/business-news/stats-customer-service-money/

20 Customer Experience Stats for 2012 | LinkedIn
http://www.linkedin.com/groups/20-Customer-Experience-Stats-2012-1815345.S.103492837

75 Customer Service Facts, Quotes & Statistics
http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics

12 Take-Note Online Customer Service Statistics for 2012 | Parature
http://www.parature.com/12-take-note-online-customer-service-statistics-2012/

 

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HOW TO USE SOCIAL MEDIA FOR CUSTOMER SUPPORT

Social Customer Service Allows Startup to Outpace the Competition | Social Media Examiner
http://www.socialmediaexaminer.com/social-service-allows-startup-to-outpace-the-competition/

CapitalOneSparkVoice: Taking Care Of Business: Social Media Will Transform Customer Service – Forbes

http://www.forbes.com/sites/capitalonespark/2013/04/10/taking-care-of-business-social-media-will-transform-customer-service/

Using Social Media for Customer Service – CRM Magazine
http://www.destinationcrm.com/Articles/Columns-Departments/The-Tipping-Point/Using-Social-Media-for-Customer-Service-81584.aspx

Social Media: What Most Companies Don’t Know – Harvard Business Review
http://hbr.org/web/slideshows/social-media-what-most-companies-dont-know/1-slide

9 Ways Top Brands Use Social Media for Better Customer Service
http://mashable.com/2011/10/28/social-customer-service-brands/

How to use social media to understand and engage your customers | Media Network | Guardian Professional
http://www.guardian.co.uk/media-network/media-network-blog/2013/mar/13/social-media-customer-engagement

5 Steps to Managing Customer Service Complaints on Social Media
http://www.desk.com/blog/hyken-customer-svce-social-media/

Are You Ignoring Customer Service Complaints on Social Media?
http://www.desk.com/blog/customer-service-complaints/

Why Social Media Makes Customer Service Better
http://mashable.com/2012/09/29/social-media-better-customer-service/

How Small Businesses Can Use Social Media for Customer Service
http://mashable.com/2011/04/17/social-media-customer-service/

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TOOLS TO TRACK MENTIONS OF YOUR BRAND ON SOCIAL MEDIA

20 Social Media Monitoring Tools | Lunarpages Web Hosting
http://www.lpwebhosting.com/blog/20-social-media-monitoring-tools

5 Social Media Monitoring Tools to Simplify Your Marketing | Social Media Examiner
http://www.socialmediaexaminer.com/5-social-media-monitoring-tools-to-simplify-your-marketing/

 

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TRACK BRAND MENTIONS ON THE WEB, REVIEW SITES AND OTHERMonitoring Conversations: 10 Ways to Monitor Your Brand Online
http://www.fuzzone.com/blog/659/online-reputation-management/monitoring-conversations-10-ways-to-monitor-your-brand-online/

Real Time Search – Social Mention
http://socialmention.com/

5 Free Tools to Help You Monitor Your Brand | BrandYourself Blog
http://blog.brandyourself.com/brand-yourselfcom/5-ways-to-monitor-your-brand/

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UPSELLING DEFINED AND TOOLS

Fanplayr
http://www.fanplayr.com/

Operationalizing a Customer Service Culture | Shep Hyken
http://www.hyken.com/customer-experience-2/operationalizing-a-customer-service-culture/

Product Upsell – Ecommerce Plugins for Online Stores – Shopify App Store
http://apps.shopify.com/product-upsell

Canon – EOS Rebel | Product Upsell Demo Store
http://gleason-robel2602.myshopify.com/collections/frontpage/products/canon-eos-rebel-t3i-18-0-megapixel-dslr-camera

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CUSTOMER REVIEWS

E-commerce consumer reviews: why you need them and how to use them | Econsultancy
http://econsultancy.com/ca/blog/9366-e-commerce-consumer-reviews-why-you-need-them-and-how-to-use-them

Using Customer Reviews to Boost Ecommerce Sales — Ecommerce Blog by Shopify
http://www.shopify.ca/blog/5329862-using-customer-reviews-to-boost-ecommerce-sales#axzz2Rc3VD600

www.brightpearl.com/sites/default/files/Website-Workout-14-Ways-to-Boost-Sales-on-your-Website.pdf
http://www.brightpearl.com/sites/default/files/Website-Workout-14-Ways-to-Boost-Sales-on-your-Website.pdf

Internal review program example or WordPress (there are many plugin options for WordPress sites)
WordPress › Rating-Widget « WordPress Plugins
http://wordpress.org/extend/plugins/rating-widget/

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CUSTOMER REVIEW 3RD PARTY SITE ARTICLES AND RESOURCES

Yelp Alternatives: Which User Review Services Matter? | PCWorld
http://www.pcworld.com/article/249770/beyond_yelp_which_user_review_services_matter_.html

The Best Six Local Business Review Sites : Google, Yelp.com, Merchant Circle | The Marketing Zen Group
http://www.marketingzen.com/online-business-review-sites/

12 Places Businesses Should Be Collecting Online Reviews
http://blog.hubspot.com/blog/tabid/6307/bid/33741/12-Places-Businesses-Should-Be-Collecting-Online-Reviews.aspx

20 User Review Websites Critical to Small Business – ‘Net Features – Website Magazine
http://www.websitemagazine.com/content/blogs/posts/archive/2011/03/25/20-user-review-websites-critical-to-small-business.aspx

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CRM SYSTEM REVIEWS AND RESOURCES (CUSTOMER RELATION MANAGEMENT SYSTEMS)

Best CRM Software Reviews 2013 – Reviews.com
http://www.reviews.com/crm-software/

CRM – Products
http://www.pcmag.com/products/1627

The 9 CRM Features That All Businesses Need | Reviews, Comparisons and Buyer’s Guides
http://www.comparebusinessproducts.com/briefs/9-crm-features-all-businesses-need

Best CRM Systems Comparison | VentureBeat.com
http://crm.venturebeat.com/

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SELF SERVE AND CRM TIME SAVINGS DOCUMENTATION

Frequently asked questions (FAQs) 10 Tips For Creating a Killer FAQ Page | Social Media Today
http://socialmediatoday.com/todaymade/551679/10-tips-creating-killer-faq-page

FAQ Pages: Best Practices and Examples – noupe
http://www.noupe.com/how-tos/faq-pages-best-practices-examples.html

The Top 5 Time-Saving Benefits of CRM – Marketing & Sales
http://biznik.com/articles/the-top-5-time-saving-benefits-of-crm

Customer support calls drop 25% with new online self-serve capabilities | Central 1 Credit Union
http://www.central1.com/news/customer-support-calls-drop-25-new-online-self-serve-capabilities

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LIVE CHAT

10 Free Website Chat Widgets to Make Your Site Interactive
http://sixrevisions.com/tools/10-free-website-chat-widgets-to-make-your-site-interactive/

4 Simple Ways to Create Interactive Experiences on Your Website | Wamda.com
http://www.wamda.com/2012/01/4-simple-ways-to-create-interactive-experiences-on-your-website

Skype
www.skype.com