Foster Web Marketing Podcast

Sarah Allen is a Partner Program Manager at Ruby, a Foster Web Marketing partner agency for virtual receptionist and 24/7 chat services. As a Partner Program Manager, she works with agencies such as ours to expand SMBs’ communication capacity for superior customer service and lead turnaround time. If you need an after-hours receptionist service or responsive chat functionality for your website, Ruby is a first-stop provider. On this episode, Sarah and Tom discuss Ruby’s new book, The X-Pectation Files, which uncovers the truth about what it takes for small-to-medium-sized businesses to have optimized customer service! Here’s a Glimpse of What You’ll Learn 0:14 Introduction 1:43 The X-Pectation Files 3:23 Value of Customer Service 6:54 Importance of Response Time 9:01 Three Strikes & You’re Out 11:17 Drawbacks of Automation 14:52 Importance of Phonecalls 16:34 Importance of Real-Time Communication 22:15 Working Empathetically 20:58 Wrapping Up The X-Pectation Files covers several myths surrounding customer