Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket + Read More about digital transformation in customer service – why you can’t afford to ignore it (part 1 of 4)
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Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team + Read More about 6 customer service skills for a positive customer experience
If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. Organizations across the world have struggled with + Read More about top 4 tips to train customer service agents remotely
When it comes to customer service, everybody appreciates a first time, single contact resolution – the customer asks their question, and they get their answer + Read More about support ticket systems: what is ticketing and why customer service suffers without it
If there’s one thing the COVID-19 pandemic has left us with, it’s an increased awareness of the importance of remote accessibility. Remote accessibility + Read More about 5 ways to improve customer service in healthcare
Access to information is key to the success of any customer service team, whatever channel you use. But for this success to happen, this information can’t + Read More about 4 easy steps for building an internal knowledge base
Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily. And yet, although companies have had a long + Read More about best practices for effective email customer support
Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise + Read More about resolving customer service complaints – how to reduce repetition & agent handoffs
Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. For today’s consumer fast support is non-negotiable, and long wait + Read More about “next!” top 5 tips to reduce customer service wait time
Customers are the lifeblood of your business, so it makes sense that they should also be the motivating factor behind any major business + Read More about top types of customer communication channels
The decision to take on chatbot customer service is an exciting one for companies. Like with any new initiative, there are a series + Read More about addressing metrics gaps between bot-led and human-led service
Introduction In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials + Read More about baby boomers, millennials and more: here’s how to manage a multigenerational workforce
The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the + Read More about customer service kpis, metrics and more: how to build an effective reporting system
Does customer delight lead to customer loyalty? Many managers would say yes – the concept of delighting customers to cement loyalty has been + Read More about why customer delight is the wrong strategy
One way to achieve customer service consistency is to create a knowledge base as a single, infallible point of knowledge for customers or + Read More about knowledge base examples: 6 tips for clean, professional kbs
Creating a knowledge base is a great way to offer quick solutions for your customers and ease the strain on your customer service + Read More about building the perfect knowledge base template article
Out of all the customer engagement software tools that are out there, which one is right for your company? The question is a + Read More about salesforce, hubspot, zendesk and more — which customer engagement software is right for me?
As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a + Read More about what is a knowledge base and why is it useful?