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 […]

6 Things to Do When You Know Your Customer Has Misinterpreted Things


Managing customer expectations efficiently is the key to retaining them for the long term. Customers that do complain provide brands vital clues about what’s working and what isn’t. However, not all customer complaints arise from genuine issues with your product. Some of them are the result of misunderstanding or unreasonable expectations on the part of […]

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 […]

7 Best Practices to Provide Best-in-Class SaaS Support


The COVID-19 pandemic has only accelerated the scorching pace of SaaS adoption around the world. Gartner reports that the SaaS market will grow 10.5% by the end of this year. Given the massive opportunity, SaaS businesses are gearing up to extend their existing products to new use cases and adding value-added services. While many SaaS […]

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 Key Signs That Your Customer Success Programs Are Working


Maintaining a high level of customer satisfaction is hard work. No wonder, many businesses struggle to retain their hard-won customers even as the cost of customer acquisition is steadily increasing. With the coronavirus pandemic profoundly altering customer behavior, many e-commerce business owners are desperate for answers.  However, a small number of businesses are confident of […]

The Future of Customer Loyalty Programs Post COVID-19


The profound shift in customer buying behavior triggered by COVID-19 is expected to have a lasting impact on the fortunes of brands across the world. While e-commerce stores witnessed a surge in business as entire nations went into lockdown, customers have been more conscientious in their choice of products and brands than ever before. Discretionary […]