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…
High levels of service quality and improving the customer experience result in more loyal customers, higher turnover, and better profits. But customer care professionals tasked with delivering these greater levels of service quality also feel pressure to reduce service costs while justifying the return on investment. The holy grail is reducing customer service costs while…
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…
If you’re in business, you probably know that the quality of customer support is directly tied to customer satisfaction and loyalty. And for any business, keeping the wheels of exceptional customer service rolling is vital. But, it can be overwhelming. There’re so many customer care touch points to cater to — and at a high…
“I won’t complain. I just won’t come back.” That’s the thought ping-ponging through the minds of unsatisfied customers. Conversely, 9 out of 10 customers would repurchase once impressed by your customer service. It’s squeaky bum time for customer service departments. With sales and marketing previously claiming all glory for revenue growth, customer service has now…
Exceptional customer service management in today’s fast-paced business environment makes for a competitive advantage. For customer service leaders who look to empower team members, develop operations, and impact their bottom line, the data-driven approach to managing support is a one-way street. The strategic importance of customer support means that there is a plethora of…
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…
Customer Service Leaders work in a high pace environment. They need to make quick decisions regarding people, processes, technology, and work cross-functionally with other business units to keep up with anything that may impact service levels. One metric that Customer Service Leaders constantly monitor is ticket volume and even if it might sound like a…
Do you know what your customers (really) think about your business? Or do you just think you know? Having a “pretty good idea” or even a “solid guess” is not gonna cut it. Instead, you should rely on real intelligence obtained by … wait for it … asking your customers! Agreed, the solution is simple….
Best-practices and future predictions Customer experience is a tough game. What you do or don’t do, affects it. However, it is also an opportunity to stand out. More and more companies are investing in customer support which is one of the most important environments where you can impact what your customers think of your brand, products, and service. Why bother with live chat support? Research shows that one bad experience…
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