How to Write an Effective Apology Email to Angry Customers (with Examples)

How-to-Write-an-Effective-Apology-Email-to-Angry-Customers

For customer support teams, a typical day at work is almost always a mixed bag of experiences. On one hand, there is the immense satisfaction of helping customers with their issues and being appreciated by them. On the other, they often find themselves at the receiving end of a barrage of complaints from angry or […]

Customer Support Automation Enhances Customer Experience

What-is-Customer-Support-Automation

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

Your-Customer-Service-Should-Team-Up-With-Sales-and-Marketing

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

Characteristics-to-Look-for-in-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

Thinking-of-Scaling-Customer-Support

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?

How-to-Build-a-Strong-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 […]

5 Tips on How to Handle Customer Complaints in the Current Global Scenario

Tips-on-How-to-Handle-Customer-Complaints-in-Current-Global-Scenario

Customers can seem a lot more demanding than usual with the COVID crisis triggering delivery delays and making returns harder. If you have noticed an uptick in complaints lately, it is certainly to be expected. If a customer is taking the time to complain, he or she certainly cares enough about your brand. In fact, […]

Outsourcing Customer Support is More Relevant Since COVID-19

How-Outsourcing-Customer-Support-is-More-Relevant-for-Businesses-Post-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 […]

5 Customer Service Skills that Can Set You Apart

Customer-Service-Skills-that-Can-Set-You-Apart

From checkout to the post-purchase experience, customer service has an important role to play in delivering your brand promise. After all, it is that one thing your competitors cannot replicate. Small businesses like online e-commerce stores are ideally placed to build a personal connection with customers than their larger competitors. Many businesses are going out […]

How to Manage Your Customer Agents Remotely?

How-to-Manage-Your-Service-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 […]