Today’s customer is well-aware of the channels through which he wants to communicate with a business. It can be a traditional phone call but more important are other channels, which are quickly taking over the traditional call center infrastructure. These channels include mobile apps, email, live chat, and social media platforms. If you offer multi-channel support to your customers, you…
Customer service agents are supposed to be individuals who possess certain skills. Their job is quite different from a traditional corporate role as the expectations their employers have for them are quite clear from day one. Companies also spend excessively on their customer service agents’ training and retention. However, one thing that lacks in this entire hiring process is the…
Businesses evolve and grow over time. In the beginning, it’s not a problem to handle a few orders and reply to even hundreds if not tens of messages and calls every day. However, when a business expands, the customer service needs also expand. Not only does the number of calls increase but you also have to incorporate different time zones…
"Excellent customer service is the number one job in any company! It is the personality of the company and the reason customers come back. Without customers, there is no company!" - Connie Edler Good customer service requires effective strategy and planning. One way to keep your customers updated so that they can communicate with your company appropriately is to send…
While live phone calls are still considered the bedrock of a call center, going digital can open new doors for a company’s success in the customer services department. Nowadays netizens want to engage with their brands directly through messaging services like WhatsApp and Facebook Messenger. They also want to utilize the live chat option or chatbots to save time they…
If you are working hard to keep your customers happy, it’s time you started keeping track of customer support KPIs (Key Performance Indicators) to see how customer experience can be further enhanced and if your agents are actually working hard to gain customer loyalty. Measuring performance is not easy; in fact, at times it can get totally messy. Not only…
A customer-centric company would always focus on providing a positive customer experience after every transaction to ensure healthy business growth. In other words, good customer service would help the company progress in the most efficient way. This would mean that the customer service your business is providing would ensure timely, focused and upbeat service to your customers which would encourage…
Customer support is important for the long-term success of any business, everyone understands that. But what exactly is the role of the customer support department in leveraging the competitive advantage? The answer is simple: by retaining your customers and not letting them go anywhere else. Customer retention should be the ultimate goal of any customer support team so your customers…
The number of happy customers a company has tells how successful it is. Any business owner would give anything in the world to make sure his brand has no disgruntled customers. However, it’s a tough row to hoe. It’s not easy because it requires a lot of patience on the part of service agents to handle all types of customers.…
The importance of customer services cannot be overlooked in today’s digital age. However, the experts agree that it is one of the most difficult steps to achieve even for established names in any industry. The reason is simple. People want to be heard and responded to. If you don’t respond to their queries, someone else would. This is because it’s…
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