The Benefits of Using an Outsourced Receptionist
Are you aware that businesses can achieve remarkable cost savings of up to 78% by choosing to outsource receptionist services? Why opt for an in-house receptionist when you can streamline your operations and boost efficiency by harnessing the power of an outsourced receptionist? In this article, we’ll delve into the compelling benefits that come with […]
Save Time and Money by Automating Your Customer Support
It is a well-known fact that customers do not like to be kept waiting. According to international research firm Valero, more than 60% of customers hang up if they are kept on hold for more than 2 minutes. In today’s competitive market, it does not take too long for dissatisfied customers to switch to other […]
13 Pro Tips to Enhance Post-Purchase Customer Experience in 2022
Post-purchase customer experience is a thing that you should prioritize over customer acquisition. That’s because 41% of revenue in the US comes from repeat purchases[1] that are driven by a great post-purchase customer experience. In this guide, you will learn 13 tips on how to enhance the post-purchase experience of your customers. 1. Follow up […]
9 Customer Service Response Templates for Tricky Scenarios
62% of companies do not respond to customer service emails and of those that are answered, 27% of them have the wrong response. It is why customer service response templates are crucial. They help shorten response time and ensure that even first-timers have the correct answer. More than that, response templates guarantee that when a […]
How to Calculate the Real Cost of Customer Support
Thinking about scaling up your customer support team? While this is a great decision, there might be a number of things on your mind. From setting up the infrastructure to hiring agents, your decision will likely be based on a number of different metrics, both long and short term. However, among the many fixed and […]
5 Common Customer Service Challenges and How to Overcome Them
Shrinking budgets and inefficient customer support processes present significant customer service challenges to online businesses today. The traditional idea that customer support is a ‘cost center’ makes it hard for them to justify continued spending on customer support. However, the potential of the customer support function to make a difference to the bottom line is […]
Top 5 Reasons Why Chatbots Fail and How to Prevent Chatbot Failure
Chatbots are defined as software agents that rely on natural language processing and interact through a chat interface. Due to important advancements in machine learning and AI technology, chatbots are increasingly transforming the way we interact with software, providing a great opportunity for businesses, small or big, to automate their customer support. The top industries […]
7 Stats That Prove ‘Live Chat’ is The New Frontier of Customer Service
Do you provide ‘live chat’ as a customer support channel to your customers? If not, you should. Live chat as customer support seems to be the new trend. Not only because it’s convenient and economically cheaper than other support channels, but live chat also results in higher customer satisfaction rates. A significant proportion – 73% […]
What is Customer Effort Score (CES) and Why Should You Care?
“Dial 1 for customer service”. When a customer hears this on your IVR, they expect to be connected to an agent in a few seconds. However, if they have to choose from too many options, they may feel slightly annoyed. Our US consumer engagement survey revealed that 68% of customers reported breaking a business relationship […]
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 […]