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 […]
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 […]
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 […]
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 […]
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 […]
Nowadays, an ever-growing list of companies and professionals opt to work remotely. The number of remote workers has been steadily rising since the 90’s. This increase is easily explained: a majority of telecommuters report heightened productivity and reduced stress, and their employers notice a lower employee turnover and savings in operating costs. You may be […]
A traditional phone installation can be rather fragmented: SIP phones for hardware, disparate software for contacts, call logs, support tickets, task assignment, etc. A collaborative phone solution is a phone setup which unifies communication (both internal and external) across your whole team and your various business tools. How does a collaborative phone solution work? Computer […]
Customer retention refers to how successfully a business manages to keep its paying customers. Customer retention means earning customers’ trust and repeated patronage. Why is customer retention so important? An oft-quoted statistic teaches us that improving customer retention by as little as 5% boosts profits by anywhere from 25% to 95%. This is why customer […]
In today’s market, customer service is a huge differentiator. When done right, personalized customer service can do wonders for customer retention and for your bottom line. Today, customer service is carried out over multiple channels and platforms, and is more important to customers’ perception of your brand than ever. Personalized customer service can make your […]
At Aircall, not only do we provide support but we also sell it, so we’ve seen just about every type of customer and know that sometimes it’s not easy. Support agents are often expected to get along with all customers, even the ones who are far worse than “not easy”. The time comes and the […]
In the race for customer loyalty, excellent customer service is a major asset. We’ve looked at ways to measure customer satisfaction, but this article will go into a means to provide it: a solid and clever omnichannel strategy. There has been a lot of buzz around the term for the past few years, and having […]
The phone system for modern business
