When your operation is in its infancy, it’s easy to dispense personal, dedicated, effective customer support. However, as your business grows (and if you offer excellent customer service, chances are, it will), so will your support team. You’ll have to scale customer support, and this is where things get complicated. When your reach is limited, […]
For this article, we sat down with customer service expert Shep Hyken and discussed the growing prevalence of AI in customer service and its influence on the industry. Due to the expansion and popularisation of customer service AI, consumer expectations have shifted. Moreover, AI-assisted customer service is often coolly received by consumers and service workers […]
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 they will gain from it. This perceived benefit, in addition to their opinion of the product, is what creates customer-perceived value. Customer-perceived value […]
A help desk is necessary to any company wishing to streamline their customer support processes. As a tool, it addresses all support and assistance needs and helps your support team handle customer requests.However, taking down every customer’s information in the midst of a call can be a hassle. That’s why Aircall integrates with help desk […]
We all face increasingly exacting demands in terms of customer support experience. So we think it’s important that every conversation your agents is smooth and seamless. Part of attaining that goal is making sure that your calls can reach the right person, at the right time. This is when our Warm Transfer feature comes in […]
This article is part two of a series on customer journey mapping. The first article looked at the usefulness of the process for your business. This second one explains how to plot a successful customer journey map and how to use it to your business’ and your customers’ advantage. 1. Know where to start Your […]
This article is part one of a two-part series on customer journey mapping. This first article will highlight the necessity of the practice. Customer journey mapping is a tool to holistically improve your customer experience and your bottom line. The companion article will detail ways to develop a practical and efficient customer journey map. What […]
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 […]
Regardless of your industry, your customers are your business’ first priority. Aside from bringing in revenue, your customers also give your organization its direction. Through feedback, suggestions, and their behavior, customers give you cues on how you can satisfy their needs. Therefore, it’s fundamental that your customers know that you understand and value them. To […]
There are various call center routing strategies, some of more benefit than others, depending on company specifics. While the advantages of each strategy vary depending on a company’s needs, two fundamental goals remain the same across the board: call center efficiency and increased customer satisfaction. Call Center Customer Satisfaction Call center efficiency and customer satisfaction […]
One of the most important yet overlooked aspects of a call center agent’s duties is after call work. After call work is a common pain point for call centers, and can negatively affect agent efficiency, customer satisfaction, and call center overall level of service if neglected. This article will explore ways that to expedite and […]
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. […]
Many of us spend a great deal of our day simultaneously looking at how to be productive while falling prey to unproductive habits. No one has more power to sabotage us than ourselves. That last sentence seems pretty discouraging, but the upside is that we can flip it on its head with enough dedication. Shedding […]
Sales calls are a necessity for every business. Yet, over the past 20 years the sales process has evolved a great deal and sales people were forced to adapt. Every type of organization has suffered the impact from SMBs to large companies or sales consultants. How sales has changed in the past years For one, […]
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 […]
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 […]
The phone system for modern business
