How Consumers React To Poor Customer Service [Survey]
Last Updated: The impact of poor customer service cannot be overstated. It can lead to customer dissatisfaction, negative reviews, and ultimately, loss of business. Our survey indicates that customer service is a key factor that can even lead to the end of a business relationship within a short period. A significant proportion, 68% of customers […]
Virtualize Your Physical Customer Support Operations in 2021
The coronavirus pandemic has suddenly created one of the biggest shifts in how companies provide customer support. With offices being shut, they have had to adjust to virtualize customer support, transitioning to remote work at short notice with customers desperate for help This has, in turn, thrown up new challenges for virtualized customer service teams. For […]
Why Marketing and Customer Service Teams Should Collaborate
Although they may seem like two drastically different functions, your marketing and customer service are deeply integrated. Marketing is the grand plan to promote your business and drive sales of products or services, and customer service forms an integral part of that grand plan. Customer service is one of the primary points of contact a […]
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 […]
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 […]
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 […]