Customer Experience Archives

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

3 Ways to Build Empathy Into Your Customer Service Experience

Nobody likes to be misunderstood. It’s a painful personal experience that can leave us feeling anything from anger and frustration to isolation and depression. That’s what makes empathy so powerful. A tiny dose of understanding, delivered at the right time, can save someone from sliding into despair and pull them closer to contentment. Customer service […]

9 October 2017

Customer Experience

These 20+ Statistics Say Customer Support Drives Revenue

Corporate finance teams tend to view customer support as a cost saver at best and a cost center at worst. But if they look beyond those bottom-line concerns, they’ll also see a strong link to top-line growth. These customer support statistics tell that revenue-related story. Poor Customer Support Stalls Growth Nothing scares away future revenue […]

11 September 2017

Support

4 Trends Forcing Companies to Compete on Customer Experience

What gives your company its competitive advantage? Inside most organizations, the assumed answer still falls into one of these four categories: Superior products Cheaper prices Smarter promotions Better placements But as marketers debate which of The 4 Ps will deliver their big break, the marketplace is pointing toward an inconvenient truth: Sooner or later, every […]

15 August 2017

Customer Experience

How to deal with 7 unexpected customer support scenarios

Customer support is sometimes considered a repetitive and straightforward task, but only by people who’ve never worked in the field. While it’s true that some support situations tend to repeat themselves, the average agent is met with challenging and unexpected scenarios every single day. The limits of call scripts Many support managers provide their representatives […]

21 July 2017

Support

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?

3 Ways to Build Empathy Into Your Customer Service Experience

These 20+ Statistics Say Customer Support Drives Revenue

4 Trends Forcing Companies to Compete on Customer Experience

How to deal with 7 unexpected customer support scenarios

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