Customer Experience Archives

What Are The Business Consequences of Bad Customer Service? [Infographic]

When distributing Aircall’s 2019 eCommerce Customer Service Experience Study, we knew our analysis would not be complete unless we addressed factors brands could feel across multiple business departments. More specifically, what is the broader impact of bad customer service? With more concrete data surrounding this topic, we suspect support pros may have more success inspiring […]

24 April 2019

Research

Which Customer Service Channels Do Online Shoppers Prefer? [Infographic]

Online shoppers can submit their questions and comments through a wider variety of customer service channels than ever. As a result, brands on the other side of these interactions are continuously reevaluating where traffic is most likely to come through and how to align internal resources accordingly. To help support leaders make more confident decisions, […]

19 April 2019

Research

Do Customer Service Wait Time Expectations Vary by Channel? (Infographic)

You’ve reached out to the customer service team at an eCommerce company and are eager to resolve your issue. So, would you rather wait one minute or wait two minutes for a response? Yeah, you’re right. That one’s a bit obvious. But, just curious here, would your willingness to wait ever vary depending on the channel you’re […]

17 April 2019

Research

After-Call Work: What Is It, and Why Is It Important?

Contrary to popular opinion, business phone calls don’t actually end at the “click.” Although the customer has left, Sales and Support professionals still have work to do before starting a new conversation. This process of wrapping up the previous call before attending to a new one is called “after-call work” — and it’s vital to […]

3 April 2019

Call Center

Customer Service Skills That Will Survive the Age of Automation

The automation of repetitive and difficult manual tasks is a welcome component of modern life, bringing prosperity and freeing up time and labor. However, the introduction of intelligent technology is posing uncomfortable questions in the modern workplace. Across all industries, and particularly in customer service, professionals are starting to wonder: Will we be replaced by […]

22 February 2019

Support

eCommerce Customer Service: Self-Support is Trending This Holiday Season

Gifts Your Support Reps Really Want Even though eCommerce customer service representatives are safe from the threat of shopping mall stampedes this holiday season, they still have to prepare for a period of record-breaking sales and support inquiries. And right at the top of their professional wishlist are customers who: Understand how your product works […]

6 November 2018

Support

Why Kustomer Partnered With Aircall... Shared Audiences, Shared Goals

The world is changing, and today’s brands need to create a memorable customer experience to stay competitive. Social media, review sites, and an increased desire for instant solutions makes creating an environment for success even more challenging Luckily, innovative software offers a solution. Hyper-Informed Conversations Kustomer is a complete management platform for customer experience and […]

26 July 2018

Partnerships

7 Tips for a Human-Friendly IVR System

The future of customer service is certain. Brands will continue to shift away from labor-intensive measures and toward more self-help resources. But if the typical interactive voice response (IVR) system is any indicator, a full transition is still on a long way away. According to one study, 90% of customers who call a company want […]

27 April 2018

Customer Experience

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

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

News

What Are The Business Consequences of Bad Customer Service? [Infographic]

Which Customer Service Channels Do Online Shoppers Prefer? [Infographic]

Do Customer Service Wait Time Expectations Vary by Channel? (Infographic)

After-Call Work: What Is It, and Why Is It Important?

Customer Service Skills That Will Survive the Age of Automation

eCommerce Customer Service: Self-Support is Trending This Holiday Season

Why Kustomer Partnered With Aircall... Shared Audiences, Shared Goals

7 Tips for a Human-Friendly IVR System

Consumer Survey Confirms Link Between Phone Support And Brand Loyalty

Survey Analysis: What Makes The Best Support Teams Tick?

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