Choosing the Right Customer Service Software for Your Business
The software revolution is sweeping across the customer service industry in a big way. As businesses transition to omnichannel support, it was only a matter of time before customer support agents too got their hands on high-tech tools to do their jobs with. Thanks to software tools, manual processes for tagging customer accounts, for example, […]
Customer Support Automation Enhances Customer Experience
Customer support automation is no longer something on the distant horizon. It is an inevitable reality that is redefining how businesses interact with their customers. If anything, the disruption caused by the coronavirus pandemic has only accelerated the shift. According to a study by business messaging platform, Intercom, more than 55% of businesses are moving […]
Why Customer Service, Sales, and Marketing Should Team Up
Sales, Marketing, and Customer Service are the three pillars on which rests the success of your online store. While the sales team converts prospects into customers, the marketing team finds the best way to convey the value behind your product. Together, they help you differentiate yourself and avoid having to compete on price. Finally, it […]
Characteristics of an Ideal Customer Service Outsourcing Agency
If your online store has found it hard to support customers during this difficult time, you are not alone. Even the best-laid business continuity plan could not have visualized a complete lockdown like the one witnessed around the world since March 2020. As e-commerce businesses struggled to switch to remote operations, service levels hit rock […]
Why This Is The Right Time To Scale Customer Support Operations
As businesses prepare to bounce back from the coronavirus crisis, the focus is clearly on engaging customers, optimizing customer support, and streamlining operations to drive conversions. The last few months have been extremely lean for hundreds of businesses. The non-availability of products and challenges in claiming refunds for returned items drove customers to switch to […]
How to Build a Customer Service Philosophy for your Brand?
What does customer service mean to you? Ask anyone this question and you are likely to get a different answer almost every time. It is one of those things that everyone intuitively understands but cannot articulate so easily. Don’t be surprised if your agents’ interpretation of what constitutes great customer service too varies widely. Top-performing […]
Outsourcing Customer Support is More Relevant Since COVID-19
The COVID-19 pandemic has been a wake-up call for businesses in terms of operational flexibility and cost control. Though growth in e-commerce volumes has accelerated much faster than expected, there has also been a significant shift in consumer behavior. Demand has not been uniform across all e-commerce product categories with fashion and travel-related products in […]
How to Manage Your Customer Agents Remotely?
Businesses around the world have been forced to adapt to remote working due to the unprecedented disruption caused by COVID-19. On the brighter side, the pandemic has given businesses an opportunity to test and implement new strategies that will certainly have a profound impact on how they operate in the future. Customer support has long […]
Voice Customer Support Center: 5 Proven Best Practices
83% of customers still associate the idea of customer support with speaking with an agent over the phone. This was discovered in a recent study carried out by Verint Systems, Inc. “Speaking to someone” is always easier for issues that may be as simple as changing a shipping address to something as serious as making […]
5 Ways AI Can Enhance Customer Support and Retention
Customer support is continuously striving to enhance getting faster and more efficient. Given the growth of the e-commerce industry, speed is no longer optional. The risks of failing to deliver great customer service are all too well-known. Customer churn has turned into one of the most-watched metrics for business owners because of its negative impact […]