Since the early 2000s, NPS has quietly revolutionized the world of business. A business’s NPS is a single number that offers a way for organizations to measure customer experience and predict growth. So how does it work? Calculating an NPS is simple. Customers are asked a single question: to rate, using a 0–100 or 0–10 […]
Working in sales comes with its perks: a company car, bonuses, travel—and up until recently, a work phone. Employers are starting to adopt the “bring your own device” (BYOD) policy that is projected to hit almost $367 billion by 2022, up from just $30 billion in 2014. With 81% of people globally owning a smartphone, […]
Do you know what your customers are looking for in a good customer experience? They want your services to be informative, helpful, accessible, easy, and timely. Do you think that your customers would give you a 5-star rating on every account? If not, a human-centered design (HCD) might be in order, and we can attribute […]
In the past year, most people were forced to put off travel season because of COVID-19. Would-be travelers dashed their hopes of visiting family, escaping to the beach, or going on an adventure to scratch off their bucket list due to border closures and city or country-wide shutdowns. Things were even more dismal for the […]
Call centers handle complaints, help you identify pain points, and standardize the customer experience and you need the right call tracking metrics to understand performance. The vast majority of consumers prefer to speak with a company representative when they have a question. But more and more, customers appreciate knowing that they can communicate with a […]
Using the right tools is an essential part of improving sales efficiency. The only problem is that there is: An overabundance of sales software programs An overwhelming amount of available customer data to make the right decision The solution? Take a page from the book of the most successful sales managers and companies—they’ve already tried […]
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 […]
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 […]
A great customer experience is required for today’s businesses, and customer support as a service (CSaaS) brings the right people and processes together to help you deliver best possible customer support to your customers. Your call center agents are on the frontline every day, helping your customers resolve issues quickly and effectively to drive customer […]
The customer support experience is about more than just doing business. It’s about relationships. People have a natural tendency to gravitate toward people and companies they have good relationships with, and they tend to stay away from people and companies they don’t like as much. For relationships that are “just okay,” people tend to embrace […]
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 […]
Remote work is on the rise. Whether your employees work from another country, from a co-working space, or from home, there’s a good chance work happens outside of the office. But despite how sweet working remotely may seem for the uninitiated, remote work carries its own unique challenges. To do our part in navigating this […]
Being the new kid on the tech block is not always easy. Trying to assert yourself in a room full of long-established companies is challenging, and the odds are often not in your favor. That was exactly the case for Slack, emerging at a time where email reigned supreme as the dominant form of work […]
Things change during the holidays. Friends and family members reunite, people eat more than they should, and support teams grapple with hundreds of customer service tickets. The National Retail Federation (NRF) estimates 20 to 30 percent of annual retail revenue occurs during those 10+ weeks of cheer. This can be great news for a business, […]
Support teams don’t have it easy. It takes grit, determination, and perseverance to spend day after day helping customers learn, use, and understand a product. But a tough job doesn’t always mean you get the credit you deserve. Regardless of how hard they’re working, CX teams consistently report feeling unheard, undervalued, and underappreciated. But why? […]
There’s nothing more terrifying than giving a speech in front of a live audience—except maybe improvising live customer support. That’s why Aircall and MaestroQA gathered a crew of customer support leaders to learn how they train their teams to handle in-the-moment pressure. Here’s a preview of the event—keep scrolling for our key takeaways and the […]
The technology that a small business relies on can be the deciding factor between exceptional growth and middling stagnation. And even within a category as familiar as phone systems, options abound. Since the introduction of the first commercial VoIP (Voice Over Internet Protocol) phone system in 1995, businesses have steadily been making their way from […]
The phone system for modern business
