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 […]
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 […]
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 […]
Today’s customer wants to be treated like the monarch of a small European nation. In the age of multichannel communications, these noble customers are coming at your support staff from the left, right, chat, email, social media, and (of course) telephone. This herculean task is even harder when all these channels act like perfect strangers […]
If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. You make sure your representatives are in the right positions, but most importantly, that everyone is motivated to do their best work. Good coaches make their players better, but great coaches go the extra mile and continue […]
Do you have abandonment issues? Wait. Sorry. I should probably specify what I’m asking here. Do customers abandon your phone support lines more frequently than you’d like? Okay. Good. Now that we all know we’re in the right place, let’s talk solutions. Because unlike some metrics, call abandonment rate is one number managers can influence […]
A customer who chooses to call your support team wants a rapid resolution to whatever is on their mind. 33% of respondents consider prioritizing first-call resolution rates the key to providing quality customer service If a fast and final answer wasn’t their priority, they might be content sending an email, starting a chat, or studying […]
Despite the growing prevalence of alternative channels such as live chat or social media, the phone channel remains a staple. When customers need support, they want it to be easy, quick, and efficient regardless of the channel. Support teams must offer a seamless experience across channels and meet customers exactly where they are. Customers themselves […]
Prologue It was the best of times, it was the worst of times, and it was 2:24 PM when the two customer support calls were placed. They made their way through office phone systems, through two headsets and fell on two sets of ears. Two agents picked up, gave their names, and listened to two […]
We’re delighted to announce our partnership with Kustomer, whose intelligent support CRM now integrates flawlessly with Aircall’s phone system. Kustomer aims to transform the way businesses serve their customers by providing a CRM which streamlines support operations and increases support teams’ productivity. Their software centralizes customer interactions over multiple channels, and empowers support representatives to […]
Nowadays, an ever-growing list of companies and professionals opt to work remotely. The number of remote workers has been steadily rising since the 90’s. This increase is easily explained: a majority of telecommuters report heightened productivity and reduced stress, and their employers notice a lower employee turnover and savings in operating costs. You may be […]
Sales is an incontrovertibly competitive field. So naturally, the competitive people who make up that field are always looking to improve their performance, from first contact to close. This article will detail how the combination of empowered salespeople and effective processes (such as click-to-dial) can light a fire under a sales department’s productivity. Boosting sales […]
A traditional phone installation can be rather fragmented: SIP phones for hardware, disparate software for contacts, call logs, support tickets, task assignment, etc. A collaborative phone solution is a phone setup which unifies communication (both internal and external) across your whole team and your various business tools. How does a collaborative phone solution work? Computer […]
We’ve looked at how to successfully scale your customer support team before. But before you can scale your team from one to five, or ten, or a whole busload, you need to start building it. What about your very first scaling operation, the one from zero to one? This article will explain how to recruit […]
When your operation is in its infancy, it’s easy to dispense personal, dedicated, effective customer support. However, as your business grows (and if you offer excellent customer service, chances are, it will), so will your support team. You’ll have to scale customer support, and this is where things get complicated. When your reach is limited, […]
There are various call center routing strategies, some of more benefit than others, depending on company specifics. While the advantages of each strategy vary depending on a company’s needs, two fundamental goals remain the same across the board: call center efficiency and increased customer satisfaction. Call Center Customer Satisfaction Call center efficiency and customer satisfaction […]
One of the most important yet overlooked aspects of a call center agent’s duties is after call work. After call work is a common pain point for call centers, and can negatively affect agent efficiency, customer satisfaction, and call center overall level of service if neglected. This article will explore ways that to expedite and […]
Why do we use phrases that upset customers? Customer service can be a difficult field of work. Call center agents repeatedly find themselves wedged between irate customers and prickly issues. Being a successful customer service representative requires certain skills which include patience, attentiveness, and empathy. Nevertheless, even the most qualified agent has found themselves uttering […]
The phone system for modern business
