You’ve done everything you can to make your customers happy. Your customer service team has been answering calls day in and day out, helping each customer in the best way they know how. But are your customer service strategies working? One key way to find out is to listen to customer feedback. Doing so will […]
How many calls does your customer service team receive in a day? A thousand? With a high number of calls coming in, it’s natural to feel a bit overwhelmed. Offering customer service via your voice communication strategy can already eat up a lot of your team’s time. And that doesn’t even include the queries they […]
Good customer service means listening to your customers. But with hundreds of calls coming in constantly, how can you keep track of everything they said? Moreover, how can you make sure that your agents are listening and addressing the customers’ concerns? There’s only one way to keep track of all the calls, so let us […]
Choosing call recording software is difficult, to say the least. There are tons of options available that vary greatly in cost, features, ease of use, and more. You’ll also have to decide if you need the most expensive one with all sorts of bells and whistles or if you can settle for an affordable one […]
If you are struggling to increase sales in your company, it may be time to take a closer look at your existing customers experience to see how they interact with business. This will provide you good benchmarks for optimizations in order to increase sales. Suppose there are gaps between what customers expect from an interaction […]
Today’s customers don’t buy products in a vacuum. When they decide to do business with a company, they also consider the relationship they have with that company. They also think about how that company reflects their own values. To address this sentiment, you need to increase customer engagement and build meaningful relationships with consumers. In […]
Your customers’ most direct point of interaction with your business is customer service. And that means the results of these customer service interactions can make or break their impression of your business. Providing good customer service then becomes imperative if you want your customers to see you in a positive light at every opportunity. After […]
Multiple studies, articles, and experts highlight the importance of delivering excellent customer service. But rarely do they discuss the concrete steps to achieving it. Choosing the most effective customer service channels is a good way to start. One challenge? Customer expectations are higher than ever before: 54% of customers have higher expectations in 2021 than […]
The e-commerce customer service experience has changed immensely over the past year and a half. Think about it—it feels like a lifetime ago when shopping was a part of your regular routine. You’d make a shopping list, plan your route, and maybe even grab a coffee on the way. Then you’d head out to the […]
How do you let your customers know about your new products and services? How do they reach you when they need help? Everyone knows that effective communication is the foundation of good customer service. However, what isn’t widely known are the steps to effective communication, and one key element to this is the communication channels […]
When was the last time you asked yourself if your business had a good SMS strategy? In today’s digitally connected world, more and more people keep their mobile phones within close range. As a result, SMS (short message service) text messages have become a common way to communicate using mobile devices. The SMS function is […]
Whether it’s because they need something, they can’t pass up a great deal, or they’re craving a bit of retail therapy, people shop for many reasons. Over time, we’ve seen the shopping trend steadily move toward digital shopping instead of running out to the nearest mall. During the COVID-19 pandemic, consumers have been even more […]
A digital transformation strategy is critical for small businesses for many reasons. It improves your company’s culture, streamlines operations, increases productivity, and improves performance. Setting up the right digital transformation framework makes a huge difference in how well your call center runs. By following best practices for your digital transformation framework, you also get the benefit […]
Do you know what your customers are looking for in a good customer experience? They want your services to be informative, helpful, accessible, easy, and timely. Do you think that your customers would give you a 5-star rating on every account? If not, a human-centered design (HCD) might be in order, and we can attribute […]
In the past year, most people were forced to put off travel season because of COVID-19. Would-be travelers dashed their hopes of visiting family, escaping to the beach, or going on an adventure to scratch off their bucket list due to border closures and city or country-wide shutdowns. Things were even more dismal for the […]
With so much evolution in the marketplace, small businesses need the ability to be flexible and agile. That’s challenging to do when you have limitations because of a legacy landline phone system. Given today’s business climate, it’s fair to ask whether a modern phone system that works with business phone apps is a better choice. […]
Customers normally have higher expectations when contacting a brand today than they did a decade ago. How can you keep raising the standard of your customer experience in line with these heightened expectations? By knowing who your customers are, what they want, and how to give it to them. Customers will always pay attention to […]
If you have to wait in line as a customer, you want to know that someone will be along to help you shortly, and a call queue allows you to set expectations for your callers like this easily. Everyone’s experienced waiting in line in a call queue when they contact a sales or customer support […]
The phone system for modern business
