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 […]
How to Write an Effective Apology Email to Angry Customers (with Examples)
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
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 […]
Tried and Tested Strategies to Build an Online Customer Community
What if you had a loyal band of customers that preferred to buy almost exclusively from your online store? You probably think we’re too optimistic or even delusional! However, the biggest e-commerce brands like Sephora and eBay have managed to do just that. They have gotten some remarkable results by going beyond mere marketing to […]
5 Tips on How to Handle Customer Complaints in the 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
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
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?
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 Top Remote Collaboration Tools for Customer Service Teams
Zoom and Google Hangouts have registered double-digit growth in downloads since lockdown was imposed in many parts of the world. There is greater awareness about remote collaboration tools among office workers, thanks to online courses, and businesses are tweaking their workflows to allow greater flexibility in their employees’ work schedules. This trend of remote collaboration […]