Customer Experience & Cloud Call Center | Aircall Blog

Consumer Survey Confirms Link Between Phone Support And Brand Loyalty

As it turns out, new consumer-reported statistics have confirmed what we knew all along. According to a recent Oracle survey of 5,028 consumers, 68% said they would buy more from brands that “put service back in customer service.” Right. But what does this mean exactly? 79% Want their issues to be resolved in one interaction […]

20 April 2018

Customer Experience Customer Success Support

Aircall’s 2018 Customer Support Strategy Survey

The report reflects the experiences and opinions of 475 U.S. respondents from a wide array of organizations. Key topics include: Strategic objectives & obstacles Top tracked metrics Most used channels Employee development plans

10 April 2018

News Support

Why Customer Support Can Be a Secret Sales Weapon (and Where to Start)

“Sell me this pen.” Leonardo DiCaprio’s demand at the end of Wolf of Wall Street illustrates a truth about sales. The objective is to create a scenario where a lead sees the pen (and its provider) as a means to a greater goal. Once that relationship is established, selling becomes infinitely easier. Unfortunately, most companies […]

6 April 2018

Sales Support

Survey Analysis: What Makes The Best Support Teams Tick?

What does it mean to be “The Best”? Is it a fact? An opinion? For Aircall’s recent survey of 475 customer support leaders, it comes down to self-reflection. “Overall, how would you rate the performance of your customer support team?” Respondents chose from the following multiple-choice answers: Best in the industry Good but not yet […]

23 March 2018

Customer Experience News Support

Infographic: 2018 Customer Support Strategy (Stats & Trends)

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. “What do customer support teams see standing in the way of their success?” “Where will they invest their time, money, and attention?” “How do they […]

22 March 2018

Call Center Customer Success Support

What One Change Would Most Improve Customer Support in 2018?

Our 2018 customer support strategy survey was sent to 475 industry leaders. Some questions were straightforward. What is your annual budget? Do you employ remote agents? How large is your customer support team? All surveys were anonymous, so we can be confident that these answers were honest. Nowhere was this more apparent than the final […]

16 March 2018

News Support

How to Structure Your Support Team (and Build a Tropical Paradise)

Building out a customer support department is like settling an uninhabited island. At first, you and your fellow pioneers must use every resource available to its maximum potential. This plant is good to eat, but it can also be used to make rope This blanket doubles as sun protection during the daytime This product manager […]

6 March 2018

Call Center Customer Success Support

GetApp Analysis Declares Aircall a Call Center Software Leader

A Category Breakdown Aircall was recently ranked the No. 2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. We’re humbled to once again be recognized as an industry leader and eager to maintain our spot on the podium moving forward. So let’s sift through the final scorecard […]

27 February 2018

News Product Update

The Social Science That Explains Customer Service Attrition Rates

High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment. Fighting Back Boredom Contrary to […]

21 February 2018

Call Center Support

Aircall Takes (Another) Top Prize At Salesforce Demo Jam

Aircall believes software is the only foundation for a modern phone system. But, there is one type of hardware we’re becoming quite fond of: Following our November victory at French Touch Dreamin’, Aircall took home another trophy today at London’s Calling — the largest Salesforce community event in Europe. In our winning Demo Jam presentation, you […]

16 February 2018

Product Update

Hiring Support Representatives: The 5 Questions You Should be Asking

Believe it or not, that trendy workspace you just leased in an old textile warehouse is not the most important investment you’ll make in your company. It’s the people in that building who drive growth, manage operations, and give your brand its identity. And when you hire support representatives, your decisions will have a major […]

9 February 2018

Customer Success Startup Journey

Proven Customer Support Tools for Startups With Plans to Scale

In the beginning, you and your co-founders bootstrapped solutions and personally attended to each customer like they were newborn kittens. Your internal messaging system was a tap on the shoulder, and your communal desk doubled as a ping-pong table (or was it the other way around?). Startup life can be gritty and romantic, that’s for […]

2 February 2018

Customer Success

CRM Phone Integration: Build This Friendship for Better Calls

These are the knowable things: it’s 2018, every customer wants to be treated like the monarch of small European nation, and your support staff are working tirelessly to make everyone happy. It’s also the age of multichannel communications. Which means those noble customers are coming at you from the left, right, chat, email, social media, […]

26 January 2018

Call Center Customer Success Sales Support

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