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 Care
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.
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.
Mythbusters: 3 Myths Around Effective Mobile/Social 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.
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.
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?
Part 2/6: Scaling Support — Growing Your Customer Service Team: Organic vs. Outsourcing Expansion
Regardless of the path you choose, investing time into your team and ensuring they feel supported is necessary to provide support to your customers.
Part 3/6: Scaling support — The True Cost of Organically Expanding Your Customer Service Team
Expansions typically come with hidden costs. You may know for a fact that you need more customer service agents, but can you afford it?
5 Live Chat Solutions that Complete Your Service to Sales Pipeline
An insightful selection among plenty live chat solutions out there where small businesses could be happy and grow with.
5 Customer Success Tips Learned on the Job
Neal Taparia, founder Imagine Easy Solutions (IES), shared with us some of his key learnings about building a customer success program.