Every company needs to grow and adapt if it is to survive and prosper. As you grow, it is imperative to scale your support operations as well, to continue offering exceptional service to your customer base. However, scaling up your customer support does not come without challenges. In this article, we’ll look at the best…
Time is money, they say, and when it comes to customer service that old aphorism couldn’t be truer. If you want to get the most out of Zendesk, an app that tracks time is key not only because it can be used to measure agent performance but also because it can help you spot bottlenecks,…
The proliferation of multiple customer service channels has increased customers’ expectations in their interactions with brands. Businesses strive to meet these expectations to maintain customer loyalty and increase revenue. While the Omnichannel approach has enabled seamless customer service on various integrated networks of devices and touchpoints, you must prioritize support channels based on which is…
The contact center is the beating heart of any great business. It’s the human touch of contact your customers have with your company. Their customer service experience—good or bad—will color their perception of your company forever. 93% of customers are more likely to be repeat customers of companies that offer excellent customer service. Support managers…
The digital era has created new standards for businesses and customers alike and the latest customer service trends are the biggest telltale. On one hand, brands navigate their way towards customer-centricity. On the other, the consumer is even more empowered and as a result, has higher expectations. It only makes sense to offer your clients…
The disparity between the experience a business delivers versus the experience its customers expect is commonly referred to as the “experience gap”. To attract and retain customers, companies around the globe are racing to close the gap by connecting experience data with operational data What is operational data? Operational data (o-data) describes what is actually…
Take a moment and think how much of your time you spend interacting with companies – whether working for them or spending money on their products and services. How many of these companies perform in a way that meets expectations? And, what is a business to do when your interaction with it is not exactly…
How do you ensure your surveys are GDPR adherent? GDPR (General Data Protection Regulation) officially came into force on May 25th, 2018, and redefined how organizations deal with data integrity. As a result, if you’re collecting, handling, and/or processing personal data of EU subjects, you need to ensure you take GDPR into account and comply…
We’ve all heard it: surveys are boring. It’s safe to assume that if you are reading this article you’ve also heard this: listening to customer feedback is vital to improving the customer experience. To recap, if your goal is to tap into customer insights to create better experiences, you’re trying to compel people who would…
According to research, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. The vital role of customer care in business success is what propels organizations around the world to track KPIs and other metrics in order to measure agent performance and determine customer service quality. …
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