Consumers don’t purchase products primarily for their functions. In fact, function is simply a means to deliver what a customer really wants: benefit. A customer buys a product for the perceived benefit he will gain from it. This perceived benefit, in addition to his opinion of the product, are what create customer perceived value. Customer […]
On average it’s cheaper and easier to retain existing customers than to acquire new ones. An increasing number of top executives are refocusing their efforts on toward customer retention. Let’s break down customer churn as well as what to do about it. What is Customer Churn? Customer churn refers to the rate at which customers […]
This article is part two of a series on the importance of a solid customer engagement strategy for your business’ growth and bottom line. Head here to read part one and learn about the implications of customer engagement. This article aims to provide actionable tips to implement a successful customer engagement strategy. Why you need […]
Businesses, especially of the B2B kind, are always looking for new and genuine ways to connect with their customers. The measure of customer engagement gauges the financial repercussions of customers’ relationship with the businesses they patron. This article will define the concept of customer engagement, and explore its implications for your business’ profitability and bottom line. […]
Over the past twenty years, an overwhelming amount of studies have conclusively demonstrated that work-related stress negatively affects a growing number of people. Customer service stress is no exception. Every day, customer service industry workers must juggle demands and complaints of varying degrees of complexity, all in a fast-paced, high-stakes environment. As a result, they […]
If you work in customer service, your prime directive is likely to be “yes, and…”. This improv rule-of-thumb serves to foster positive communication by having each interlocutor build upon what was previously said. However, sometimes you’ll find it necessary to stop a train in its tracks and actually come to terms with saying no to […]
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 […]
The automation of everyday life is not an unusual occurrence: from grocery shopping to the management of our very social life, we smoothly automate a great many tasks. Customer service automation is no exception. As customers become both more tech-savvy and more demanding, their foremost expectation in terms of service is speed. Customer service automation […]
Learning how to solicit and utilize customer feedback is a crucial part of any customer retention strategy. Nevertheless, putting together an effective and useful customer satisfaction survey isn’t as straightforward as you might think. Why an effective customer satisfaction survey matters Learning how customers perceive and interact with your product, brand, and company is invaluable […]
Bad customer service habits can take many forms. Once you’ve recognized that your customer service strategy could use some work, the next step is figuring out which steps to take. Read on to learn how to pinpoint areas of improvement, and how to switch out bad customer service habits for good ones. How to fix a […]
Due to becoming more mobile and more tech-savvy, customers have increasingly high standards when it comes to customer service. The emergence of customer self-service is a reflection of an evolution of customer expectations. Speedy service ranks high amongst these expectations: in a survey by Interactive Intelligence Group, “short response times” ranked higher in importance for customers […]
Interviewing for a new job can be a nerve-wracking experience. You want to make a good impression and make sure that the position suits you. This article is here to help you navigate a call center interview and make the most out of the opportunity. Getting ready for a call center interview ahead of time […]
Why do we use phrases that upset customers? Customer service can be a difficult field of work. Call center agents repeatedly find themselves wedged between irate customers and prickly issues. Being a successful customer service representative requires certain skills which include patience, attentiveness, and empathy. Nevertheless, even the most qualified agent has found themselves uttering […]
Some companies consider customer service to be mere damage-control at best, and a cost center at worst. However, providing poor customer service is no longer an option, regardless of the quality and price of your product or service. The perils of poor customer service Due to a shift in power dynamics and the rise of […]
This year on the Aircall blog, we’ve looked at quite a few ways how to improve your business’ customer service. We’ve cherry-picked the very best apps to empower your team. We’ve looked at which skills your team should cultivate. Now let’s take a look at and draw inspiration from the best customer service companies this year. […]
Call center monitoring is the continuous process of data collection, analysis, and feedback. First, you gather data pertaining to your call centre’s performance (employee efficiency, customer attrition, speediness of execution, etc.), then gain insight from it, and then implement change relative to that insight. Finally, you start over from the top. A successful call center […]
Ebusiness success is more than just your bottom line You’ve heard it before, and with good reason: it’s cheaper and yields more value to retain an existing customer than to acquire a new one. Running an ebusiness means running the risk of considering customers as numbers and stats rather than as human being in your […]
We all make customer service mistakes. Errors are an expected part of every endeavor. However, remaining blind to the faults of your customer service strategy can mean a real hit for customer satisfaction, customer retention, and thereby for your business’ success. This article will look at three major customer service mistakes common to many businesses, […]
The phone system for modern business
