Everybody knows how effective social media customer service is. But not everyone knows how to maximize its use. Virtually every company recognizes the need to have a presence on social media. However, while many are active on these platforms, a significant number fail to fully capitalize on their immense potential. These days, it’s impossible to […]
Your customers are changing, but are you? A large part of a brand’s customer service success rests in the hands of its frontline employees. Customers form impressions of brands based on how they were treated by their representatives. One instance of poor service can dissuade them from trusting your brand or giving you another chance. […]
Fueled by technology and the transition to a customer-centric focus, call center jobs are transforming right before our eyes. Both brand owners and customer service managers must be aware of how call centers are evolving today. The boom of digital channels, proliferation of tech-savvy consumers, and brands emphasis on the customer experience all contribute to […]
Customers don’t want robotic, overly formal customer service. They want conversationsโreal, humanized conversations. As customers are becoming smarter about which brands to trust, it’s becoming clear that the future of business is all about relationship building. Contact center strategies, as much as possible, must be personalized to fit the market’s evolving preferences. If outsourcing companies […]
Customer engagement is such a challenging task. In fact, there are several pitfalls you need to avoid to keep your business standing. Did you know that 73% of customers now say that customer experience is a deciding factor in whether to purchase from a brand? In this context, you can say that the stakes are […]
Delivering an exceptional customer experience sometimes means identifying the crucial moments during the buyer’s journey. Using insights from their customer experience team, brand managers work hard to lay out a straightforward customer journey. In reality, however, the customer doesn’t always follow this path. For example, moving from the point of brand discovery to the purchase […]
Call center mistakes can be too costly. However, there are ways around this, and we are here to talk about them. Call centers are the frontlines of customer service, tasked with providing assistance and solutions to a wide range of customer inquiries and issues. While agents strive to deliver impeccable service, call center mistakes are […]
Friendly customer service is no longer just a nicety; it has become a necessity in a highly competitive market. Your customers are the lifeblood of your company, and their satisfaction and loyalty directly impact your bottom line and more. One key aspect of delivering outstanding support is introducing approachable and friendly customer service. Today, we […]
Call centers bridge disjunct customer journeys and facilitate touchpoint transitions. And if that s not enough, they turn disappointed customers into happy ones. Too often, call centers are considered part of the logistics of a business instead of a central component of company branding. Many retailers are unfortunately stuck with the idea that the customer […]
Social customer service channels can generate positive responses from your customers, so every brand manager must know how to properly handle them. Social media websites are great for sparking brand conversations, primarily because it’s a place where people do nothing but talk or share something with one another. Although social customer service channels offer advantageous […]