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 […]
Our world is driven by data. By 2025, global data is projected to grow to 175 zettabytes. What happens to all this data? For some businesses, they use this customer data to gain unique insights to improve things like sales performance or the customer experience. Data can also be used to analyze or guide decision-making and future activities. […]
A smooth customer phone experience is much like having a warm conversation with a good friend. With that in mind, think about what it is that makes a conversation with your friends good. For starters, good conversation flows back and forth naturally. Each person gets to contribute something, and both parties feel they’ve been heard […]
When you search “cold calling guide” on Google, you see 116,000,000 results. Cold calling, it turns out, is not dead. It is alive and well and still in high demand. This disproves the many articles proclaiming that cold calling is dead. Another quick search and you will find industry leaders, such as Dmitri Akhrin, president […]
Why are customer service skills important? Before asking yourself that, you should perhaps ask: what plays the most significant role in your customer’s experience? Humans do. Despite the many technological advancements in customer service—like the development of chatbots and self-servicing tools—86% of consumers would still rather interact with a real person over a robot. Plus, […]
CSAT is a term that’s used frequently in marketing. With all the work that goes into product development, manufacturing, and marketing, customer success often comes down to the results of a CSAT score. Every department within your company plays a role in contributing to customer satisfaction. In part, your company’s reputation relies on getting customers […]
Great problem-solving skills and a little empathy in customer service go a long way toward turning frustrated customers into loyal customers and brand advocates. Customer support representatives expect to get a large number of calls from upset customers. When they can turn those negative emotions around, it’s a great day! Whether your customer support representatives […]
The way people treat you is a pretty good indication of how they feel about you. For that reason, it’s essential for SMBs to humanize the customer experience as much as possible. Today’s consumers are less trusting and more skeptical. That’s why acquiring new customers takes longer and costs more. Personalizing and humanizing the customer […]
Customer service and customer experience are both essential components of a successful customer journey. While the terms are similar and they are closely related, they aren’t interchangeable. Up until fairly recently, the term customer service was more familiar to most people. When you think of a direct communication or interaction between one of your brand […]
If you listen to the conversations around you, you’ll likely hear someone complaining about a bad experience interacting with a company. It’s not nearly as common to overhear rave-reviews about good customer service. Your company can be the one that people are raving about when you take a few minutes to understand the differences between […]
Today’s customers expect more. Customer support as a service is the key to meeting those expectations. As a business you should strive to deliver the best overall customer experience. Historically, customer service does not get a great reputation. Customers frequently feel they have to put up with long wait times, marginal customer service and canned […]
The relationship of customer service vs customer experience is important to define. With online shopping being so popular, customers now have many more touchpoints with brands. Instant access to information and multiple communication channels have changed how customers expect you to respond to their inquiries and requests. Today’s customers expect you to answer their questions, […]
Providing impressive customer support isn’t exactly simple during the best of times, but with the Covid19 pandemic throwing additional uncertainty into the mix, customer support agents are facing greater challenges than ever before. Which is why the second edition of CX for the Soul — a virtual event series centered around supporting the CX community […]
Customer service is the heartbeat of your software business and SaaS customer support is the key to offering exceptional service that leaves your customers feeling valued and respected. Excellence in customer service increases customer loyalty, builds sales, and enhances your reputation. SaaS customer support involves a bit of effort and expense at the start. A […]
Customer facing businesses know that they needs call center software to provide a better experience for their audience. Generally, when someone is looking for information, the first place they’ll turn to is the internet. While the web provides a common starting point, a large percentage of people still want to speak a live person somewhere […]
Monitoring your B2B sales cycle is the key to developing high-performing sales teams. Tracking and analyzing your sales cycle should be a priority because it produces a host of benefits. As with any other type of sale, the faster you can close a sale, the less chance you have of losing it. By getting well-acquainted […]
You’re ready to take your customer relationships to the next level, connecting faster and more seamlessly than ever before. The problem is, your contact center isn’t quite keeping pace with your vision. Maybe you’re still researching software options that can provide the streamlined customer service your customers expect. Or maybe your in-house software is overdue […]
The phone system for modern business
