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Blog

Sep 12, 2017

What's the Point? 5 Key Objectives for Customer Service Systems

What's the point of customer service? If you answered, "Resolve customer requests and issues in a timely manner," you'd be partially correct. While contact resolution is priority number one, there are four other goals that have a major impact on the customer experience.
Sep 06, 2017

How to Improve Average Handle Time in 5 Simple Ways

How can you improve your agents' handle time and also provide a truly great customer service experience? Provide them with the tools, training, and resources they need to succeed. Here are five steps to improving AHT, while still providing quality service.
Aug 14, 2017

How to Compete with the Top E-Retailers

Every month, more people visit Amazon than visit their own families. (Of course, maybe if they could show up to see their families at 2 AM in their pajamas and leave with boxes full of shoes, electronics, and groceries, they’d choose differently!) Consumers love shopping online, but they have quite a few complaints, too. And when it comes to the biggest online retailers, consumer frustrations have one common theme: lack of a personal touch.
Jul 04, 2017

Delight Your Customers with Live Chat Support

In today's age of technology, the way we communicate has shifted. People are not just interacting differently among family and friends, but the channels where they engage with brands have changed as well.
Jun 27, 2017

How to Break Free from Call Center Scripts

Many organizations began turning to a call center script to ensure customer service agents could maintain compliance and provide consistent information with very basic training. But today's consumers want authenticity, not contrived, scripted experiences. And every experience counts -- with social media, online reviews, and word-of-mouth, stories about your company (both good and bad) spread faster than ever.
Jun 23, 2017

Integrate Social Media into Your Customer Care Service Model

Gone are the days when your customers were willing to wait a day or two for a response. The immediacy of social networks is leading to new interaction norms between brands and consumers. Not only are channel preferences changing, response expectations are shifting as well.
Jun 21, 2017

The Myth of Fully Automated Customer Service

Most companies, at one point or another, have considered the possibility of automating their customer service. Some even see it as their long-term goal, just waiting for the technology to advance a little further. And who can blame them? A significant reduction in personnel costs is always tempting. But complete automation neglects the most important factor in customer service—the customer!
Jun 01, 2017

Proactive Customer Communication in 5 Simple Steps

The concept of anticipatory service has been around for decades (Ritz-Carlton has built a brand around it), but while today’s customers are still delighted by that level of attention, what they really want is for you to make their lives easier. And that takes proactive communication. Follow these five simple steps to get started.
Jan 22, 2017

5 Guaranteed Ways to Make Your Customers Unhappy

Despite countless surveys, terabytes of data, and too many metrics, are you still not exactly sure why some of your customers stay loyal and others ditch you for a competitor? You’re not alone. Because for every expert who touts one set of customer service best practices, there’s another who tells you the opposite will improve your satisfaction and retention. We don’t pretend to have the perfect answer for making your customers happy, but we guarantee it doesn’t include these five strategies.
Jan 19, 2017

3 Tips for Using Video Chat for Customer Service

Many brands are exploring an increasingly popular channel for communicating with customers: video chat. Using live video chat in customer service drives ROI, decreases resolution time, and increases customer satisfaction. Here are three tips for using video chat as a customer service channel.