Blog - Page 20 of 30 - Aircall Blog

The Social Science That Explains Customer Service Attrition Rates

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 […]

21 February 2018

Support

Aircall Takes (Another) Top Prize At Salesforce Demo Jam

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 […]

16 February 2018

Product Update

Hiring Support Representatives: The 5 Questions You Should be Asking

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 […]

9 February 2018

Customer Success

Proven Customer Support Tools for Startups With Plans to Scale

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 […]

2 February 2018

Customer Success

CRM Phone Integration: Build This Friendship for Better Calls

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 […]

26 January 2018

Call Center

6 Worries That Melt Away With Cloud-Based Phone Software

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 […]

16 January 2018

Customer Happiness

Grasshopper UK Customers: See Aircall’s Seamless Alternative

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 […]

6 January 2018

Customer Success

What to Do With the Data: Become a Better Support Team Coach

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 […]

3 January 2018

Call Center

What to Do With the Data: Rate Your Customer Service Traits

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 […]

27 December 2017

Customer Success

What to Do With the Data: Considering Your Call Volume and Duration

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 […]

15 December 2017

Customer Happiness

Aircall Spotahome Zendesk Customer Story

How Spotahome Solves Customer Service With Zendesk + Aircall

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 […]

7 December 2017

Use Case

4 Moves Guaranteed to Flip Your NPS Score From Good to Bad

Not enough people talk about the consequences of a good NPS score. I mean, have you even considered the kind of attention that success could attract? First, you’ll have to serve a constant stream of new customers referred by your advocates. Next, you’ll have to accept invites to industry events and deliver captivating keynotes. Then, […]

1 December 2017

Customer Happiness

Don’t Make These Mistakes When Managing Seasonal Contact Center Employees

Seasonal contact center employees step into strange circumstances. They realize they have a lot to learn, but they also know they won’t need any of that knowledge in a few months. They see that their employers clearly need them, but they also sense that their colleagues not-so-secretly resent them. And even though it’s a temporary […]

21 November 2017

Support

Aircall Product Update: Simplify and Organize With TEAMS

Aircall customers have always enjoyed the ability to assign multiple employees to a single phone line — or multiple phone lines to a single employee. But as they continue to add more staff, managing every employee assignment on an individual basis becomes a real headache. That’s why we’re excited to announce our TEAMS feature. What’s […]

15 November 2017

Product Update

4 Quick Fixes That Reduce Call Abandonment Rates Overnight

Do you have abandonment issues? Wait. Sorry. I should probably specify what I’m asking here. Do customers abandon your phone support lines more frequently than you’d like? Okay. Good. Now that we all know we’re in the right place, let’s talk solutions. Because unlike some metrics, call abandonment rate is one number managers can influence […]

2 November 2017

Call Center

How to Reduce Customer Queue Time (Without More Hiring)

There is no symphony of music sweet enough or sequence of messages smart enough to make 20 minutes of queue time feel acceptable to your customers. In fact, two out of three will hang up the phone if a human hasn’t responded to their call within two minutes. And you don’t need me to explain […]

24 October 2017

Support

The Dreamforce 2017 Agenda for Curious Customer Service Pros

The largest gathering of service professionals in the world takes place in the exact location most of them would never want to be: an enormous sales conference. That alone tells you all you need to know about the quality of customer service programming at Dreamforce. But with an agenda and attendee list growing larger every […]

16 October 2017

Support

3 Ways to Build Empathy Into Your Customer Service Experience

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 […]

9 October 2017

Customer Experience

Page 20

The Social Science That Explains Customer Service Attrition Rates

Aircall Takes (Another) Top Prize At Salesforce Demo Jam

Hiring Support Representatives: The 5 Questions You Should be Asking

Proven Customer Support Tools for Startups With Plans to Scale

CRM Phone Integration: Build This Friendship for Better Calls

6 Worries That Melt Away With Cloud-Based Phone Software

Grasshopper UK Customers: See Aircall’s Seamless Alternative

What to Do With the Data: Become a Better Support Team Coach

What to Do With the Data: Rate Your Customer Service Traits

What to Do With the Data: Considering Your Call Volume and Duration

How Spotahome Solves Customer Service With Zendesk + Aircall

4 Moves Guaranteed to Flip Your NPS Score From Good to Bad

Don’t Make These Mistakes When Managing Seasonal Contact Center Employees

Aircall Product Update: Simplify and Organize With TEAMS

4 Quick Fixes That Reduce Call Abandonment Rates Overnight

How to Reduce Customer Queue Time (Without More Hiring)

The Dreamforce 2017 Agenda for Curious Customer Service Pros

3 Ways to Build Empathy Into Your Customer Service Experience

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