5 Proven Tips to Manage your Customer Support Tickets Effectively


Would you say you are satisfied with the ticket resolution time of your support team? If yes, the CSat and Net Promoter Scores for your brand are more than likely to be high. After all, there is a direct correlation between ticket response time and customer satisfaction which, in turn, influences referrals and repeat sales. […]

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 […]

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 […]

Key Metrics to Measure the Efficacy of Your E-Commerce Customer Support


Customer service is important, very important. Stats show that almost 80% of companies believe that they provide “exceptional service” to their customers. However, the reality is far from it. This misconception on the part of the companies compromises the quality of support and increases avoidable expenses. Whether you are debating the need for a customer […]

Uncertain Times Call for Customer-First Approach. But How Do You Do That?


We’ve mentioned it before that retaining an old customer is cheaper than roping in a new one. But beyond retention, existing customers are essential because they trust the brand. And 81% of consumers believe that they need to be able to trust the brand to buy from them. In other words, earning a customer’s trust […]

Knowledge Base: Key to Customer Delight and Better Customer Support


A study by Harvard Business Review found that 65% of customers expect a resolution to their issue at the first contact. Why? Because in an increasingly busy world, your customers don’t wish to wait for a day or two for you to either pick up their phone call or reply to their email. It is […]

8 Qualities of Exceptional Customer Support


What makes customer support truly exceptional? Some companies like Salesforce define exceptional service as “building relationships with customers” while others prefer the term “proactive service”. In fact, businesses worldwide are spending a lot of time and money to codify the essential elements of exceptional customer support in a bid to gain an edge over the […]

Why Tone of Voice Matters in Customer Service, ESPECIALLY Online


An upbeat tone of voice that conveys a genuine desire to help is critical to building a lasting relationship with customers. Don’t let the word ‘voice’ fool you. Tone does not apply to verbal conversations alone, it relates equally to any content you put out, including social media and blog content. At its most basic, […]

Voice customer Support Can Improve Post-Purchase Experience


Is the post-purchase experience of your online brand as good as the product itself? If yes, your customers are likely to stick around with you for a long time to come. In fact, it gives them more reasons to buy from you, convinced that your product is the right choice for their needs. However, the […]