Customer Support

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.

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

Your company is growing and it is time to consider how much help you need. Find out the biggest questions you need to answer to determine if now is the time.

While growing organically is a great sign for a company, there are many expenses beyond salary you’ll need to consider.

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

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

As a small player yourself, you should seek to align yourself with a provider as nimble as you are.

In this article we break down whether it makes sense to outsource to a BPO or scale up the business to include an internal support team.

Upsetting customers can be more costly than losing one sale. Here’s how to make sure you’re not damaging your reputation permanently.

The fees for using outsourcing can add up pretty quick! Check out our overview of the main fees you are likely to encounter without getting caught by surprise.

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

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.