If customer service is important to your business (of course it is!), you’re probably well acquainted with agents being inundated with calls. With just a basic phone system in place, this is probably more than they can handle. That’s where an automatic call distributor (ACD) system comes in. Automatic call distribution systems, otherwise known as […]
In the past week, you’ve probably conducted a financial transaction through Adyen’s unified commerce payments platform without knowing it. With customers ranging from tech giants like Airbnb and Spotify to retail staples like Gap, Adyen is the unsung hero behind billions of dollars in payments each year. Since they process all common payment methods and […]
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 […]
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, […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
The phone system for modern business
