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.
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.
7 Questions to Ask Before Starting A Customer Service Team
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.
The True Cost Of Organically Expanding Your Customer Service Team
While growing organically is a great sign for a company, there are many expenses beyond salary you’ll need to consider.
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.
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.”
Why Growing E-Commerce Brands Should Use Boutique Outsourcers
As a small player yourself, you should seek to align yourself with a provider as nimble as you are.
Growing Your Customer Service Team: Organic Vs. Outsourcing Expansion
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.
The True Cost of Poor Customer Service
Upsetting customers can be more costly than losing one sale. Here’s how to make sure you’re not damaging your reputation permanently.
The True Cost of Call Center Outsourcing
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.
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
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...