7 Best Practices for Customer Service Training and Quality Assurance
If you want your business to have exceptional customer service and strong customer relationships, here are some tips for training and QA of new support agents.
How Customer Service Teams Respond to COVID-19 Shipping Delays
For customer service teams, answering questions about coronavirus can be tricky. To keep customers updated, customer service teams can offer an apology letter.
4 Best Practices to Reduce Ecommerce Returns and Exchanges
Online retailers can use these strategies to reduce return rates, manage exchanges, improve customer experience, and reduce hassle.
Preparing Your Support Team for the Holidays
Best practices, strategies and tips for preparing your customer service team for Black Friday and Cyber Monday during the holiday shopping season
Part 2 of 5: The Future — Our Prediction on 5 Social/Mobile Features to Redefine Customer Service
Our predictions on 5 future service features that will enhance your customer experience: Facebook Messenger to become the next WeChat for customer service...
Part 3 of 5: Digital Customer Service Champions — Brands Leading the Way
A look at 4 companies that are championing various areas of mobile and social customer service through better and stronger relationships.
3 Myths Around Effective Customer Support on Social Media and Mobile
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.
Why Apple Business Chat will be Important for Your Customer Experience
This feature has the potential to revolutionize the customer experience by seamlessly connecting support, search, payment, and real-time order tracking.
Call Deflection: Reduce Inbound Call Volume By 10% through Chat and Self-service channels
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
5 Takeaways for Empathy in Customer Experience
Here is a summary of our key takeaways from The Empathy Engine — Turning Customer Service Into a Sustainable Advantage.”
Summary of Twitter’s Customer Service Report
Our takeaways from the Twitter report of Customer Service on their platform. Customers’ service Tweets are increasing faster than companies can respond.
Takeaways from the Customer Service Experience conference
Key takeaways from the Customer Service Experience conference. The increase in self service channels such as FAQs has made agents even more important.
Everyone deserves a Human Connection in Customer Care
Richard Shapiro’s book “The Endangered Customer: 8 Steps to Guarantee Repeat Business” covers the personal and human touch in customer relations.
3 Tips for effective “Whole Company Support”
One topic that resonated with our group was Whole Company Support — how to empower your entire company to provide the best possible customer experience.
The Future of Mobile and Social Customer Service: Part 1
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.
3 Key Takeaways For Launching A Successful Chatbot
A recent CCW survey of customer support leaders highlighted that by 2020 artificial intelligence/chatbots will save businesses $8 billion per year.
Part 1/6 — Scaling support — 5 Questions To Ask Before Starting A Customer Service Team
A list of 5 important questions to ask before starting a customer service team. How do you define excellent customer service?