Customer Support

Strategies for reducing costs by up to 80% through increasing call deflection rate and managing high call volume by deflecting to self service, chat, chatbots

Here is a summary of our key takeaways from The Empathy Engine — Turning Customer Service Into a Sustainable Advantage.”

Our takeaways from the Twitter report of Customer Service on their platform. Customers’ service Tweets are increasing faster than companies can respond.

Key takeaways from the Customer Service Experience conference. The increase in self service channels such as FAQs has made agents even more important.

Richard Shapiro’s book “The Endangered Customer: 8 Steps to Guarantee Repeat Business” covers the personal and human touch in customer relations.

One topic that resonated with our group was Whole Company Support — how to empower your entire company to provide the best possible customer experience.

There are over 1 billion monthly active users each for Facebook Messenger, SMS, and WhatsApp. Take a look at more key industry trends and analysis.

Our predictions on 5 future service features that will enhance your customer experience: Facebook Messenger to become the next WeChat for customer service...

A look at 4 companies that are championing various areas of mobile and social customer service through better and stronger relationships.

Most support calls over 8 minutes are generally seen as a bad customer experience. In general, many people would assume chat/social handle times to be lower.

This feature has the potential to revolutionize the customer experience by seamlessly connecting support, search, payment, and real-time order tracking.

A recent CCW survey of customer support leaders highlighted that by 2020 artificial intelligence/chatbots will save businesses $8 billion per year.

A list of 5 important questions to ask before starting a customer service team. How do you define excellent customer service?

Regardless of the path you choose, investing time into your team and ensuring they feel supported is necessary to provide support to your customers.

Expansions typically come with hidden costs. You may know for a fact that you need more customer service agents, but can you afford it?

An insightful selection among plenty live chat solutions out there where small businesses could be happy and grow with.

Neal Taparia, founder Imagine Easy Solutions (IES), shared with us some of his key learnings about building a customer success program.

Your customers prefer getting support via text message. Here are some best practices to help them, including how to handle the images they send