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 […]
6 Tried and Tested Tips for Remote Customer Support
To reduce operating costs and ensure 24X7 customer support coverage, businesses around the world have been pivoting to remote customer service. The coronavirus crisis has only accelerated this trend. The advantages in terms of both service quality and attrition management are a no brainer. As customers demand personalized support, the appeal of remote teams supported […]
Customer Service Surveys: Best Practices & Guidelines
SurveyMonkey, a popular online survey platform, conducted a study recently where it asked 400 users how many surveys they would typically complete. The response was remarkable. Only 10% of those surveyed said they were likely to complete all surveys they came across. As many as 28% of respondents said they would complete only a few. […]
How to Master the Art of B2B Customer Support?
B2B customer support thrives on relationships just like its B2C counterpart. The only difference being that B2B customer support is based not so much on social proof as outcomes that help client-based companies succeed with their own end-customers. The domino effect of a possible delay or disruption in service can result in the loss of […]
Best Customer Support Practices for Superior Customer Service
Exceptional customer service has real and tangible benefits for your company’s bottom line. Incorporating effective customer support practices can help you generate word-of-mouth publicity, earn valuable referrals, boost customer retention rates, and consequently reduce your marketing expenditures. This is especially crucial during the coronavirus crisis, which is putting pressure on budgets and reshaping consumer priorities. […]
Building a Rapport with Customers Using Voice Support
Personalization of service and building a rapport with customers is a key priority for business leaders across the industries today. Survey after survey has revealed that customers want to be treated as human beings. Yet – despite their best intentions – companies sometimes tend to over-engineer their customer support channels which make navigating through them […]