The report reflects the experiences and opinions of 475 U.S. respondents from a wide array of organizations. Key topics include: Strategic objectives & obstacles Top tracked metrics Most used channels Employee development plans
“Sell me this pen.” Leonardo DiCaprio’s demand at the end of Wolf of Wall Street illustrates a truth about sales. The objective is to create a scenario where a lead sees the pen (and its provider) as a means to a greater goal. Once that relationship is established, selling becomes infinitely easier. Unfortunately, most companies […]
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 […]
I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. “What do customer support teams see standing in the way of their success?” “Where will they invest their time, money, and attention?” “How do they […]
Our 2018 customer support strategy survey was sent to 475 industry leaders. Some questions were straightforward. What is your annual budget? Do you employ remote agents? How large is your customer support team? All surveys were anonymous, so we can be confident that these answers were honest. Nowhere was this more apparent than the final […]
Building out a customer support department is like settling an uninhabited island. At first, you and your fellow pioneers must use every resource available to its maximum potential. This plant is good to eat, but it can also be used to make rope This blanket doubles as sun protection during the daytime This product manager […]
A Category Breakdown Aircall was recently ranked the No. 2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. We’re humbled to once again be recognized as an industry leader and eager to maintain our spot on the podium moving forward. So let’s sift through the final scorecard […]
High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment. Fighting Back Boredom Contrary to […]
Aircall believes software is the only foundation for a modern phone system. But, there is one type of hardware we’re becoming quite fond of: Following our November victory at French Touch Dreamin’, Aircall took home another trophy today at London’s Calling — the largest Salesforce community event in Europe. In our winning Demo Jam presentation, you […]
Believe it or not, that trendy workspace you just leased in an old textile warehouse is not the most important investment you’ll make in your company. It’s the people in that building who drive growth, manage operations, and give your brand its identity. And when you hire support representatives, your decisions will have a major […]
In the beginning, you and your co-founders bootstrapped solutions and personally attended to each customer like they were newborn kittens. Your internal messaging system was a tap on the shoulder, and your communal desk doubled as a ping-pong table (or was it the other way around?). Startup life can be gritty and romantic, that’s for […]
Today’s customer wants to be treated like the monarch of a small European nation. In the age of multichannel communications, these noble customers are coming at your support staff from the left, right, chat, email, social media, and (of course) telephone. This herculean task is even harder when all these channels act like perfect strangers […]
The desk phone is old fashioned. It’s bulky, boring, costly, and has limited functionality. But at the same time, it’s understandable why this technology has survived into the digital era. There’s a sense of realness when you hear the dial tone or feel the weight of a handset. Landlines are also thought to be reliable […]
Grasshopper will exit the UK market this April, leaving many customers searching for a replacement phone provider. And while we understand nobody wakes up in the morning excited to find new phone software, we can assure you a switch to Aircall’s cloud-based system would be painless and productive. Here’s a quick preview of what life […]
If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. You make sure your representatives are in the right positions, but most importantly, that everyone is motivated to do their best work. Good coaches make their players better, but great coaches go the extra mile and continue […]
Providing great customer service is as simple as being a good friend. Customers want someone they can count on to be there when it matters most, always offering the words they need to hear. And if you can add some patience and altruism to reliability and resourcefulness, you could quickly achieve best friend status. The […]
It feels good to have the power. That’s right — the power. For those in-the-know, we’re talkin’ about detailed analytics — sophisticated reporting tools that weren’t even conceivable to sales directors, customer service managers, or call center supervisors five years ago. But this is the age of information. Data itself isn’t a differentiator. Until you […]
Moving soon? Spotahome is a complete online rental platform for apartments, single rooms, and student residences, specializing in mid- to long-term leases. Its mission? To help you find perfect accommodations when moving to a new city. Spotahome’s customer experience team needs to be responsive around the clock to consistently reach that result. And by integrating […]
The phone system for modern business
