Most people would be hard-pressed to pinpoint the difference between a contact center vs. a call center. Both are tools for customer service and both involve the phone. That covers the similarities, so let’s look at the way these two models differ. Contact centers are a relatively new solution. They don’t have the negative reputation […]
In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Customer retention is key to profitability, and it is a result of dedicated customer service with an emphasis on customer success. […]
Looking forward to 2017 already and Salesforce Einstein could be a big part of it… For the 14th year the largest software event in the world has made its appearance in San Francisco. The highly anticipated tech conference Dreamforce, has per-usual continues to awe us, bringing in over 170,000 attendees, and Aircall was thrilled to […]
In the face of growing customer expectations, businesses face the imperative of adopting an omnichannel customer support strategy. This is no easy feat, especially at first. One pitfall is to sacrifice the efficiency of established support channels in order to spearhead new ones. This often results in an overall decline in a company’s quality of […]
In the race for customer loyalty, excellent customer service is a major asset. We’ve looked at ways to measure customer satisfaction, but this article will go into a means to provide it: a solid and clever omnichannel strategy. There has been a lot of buzz around the term for the past few years, and having […]
Good news for all our call center software users and fans! Aircall has been rewarded as a Call Center Software Leader by GetApp’s quarterly ranking, raising directly to the 2nd place! We are happy to see that GetApp acknowledged our dedicated hard work. Aircall – Call center software leader Aircall won second place in the Q4, […]
What is Desk.com? “Desk.com is your path to happy customers, [and to] fast, amazing customer service.” Desk.com is an out-of-the-box customer support helpdesk platform. It helps small businesses hit the ground running and provide excellent customer service. It routes all customer support tickets from any source (email, live chat, phone, social media, etc.) into one […]
Skurt is a logistics platform which allows one to easily grab a car, and drive. The app lets users order a rental car to their address at the time of their choosing. It cuts out many pain points known to traditional rental car services: waiting in line, shoddy customer service, etc. Here’s how Skurt uses […]
According to a Helpscout study, 80% of companies say they deliver “superior” customer service. However, only 8% of customers agree with that assessment. Here’s a look at how to measure customer satisfaction, which is undoubtedly a delicate matter. Having a tenuous grasp on customers’ satisfaction means that you’ll be unable to get a sense of customer loyalty, which […]
Call center quality assurance is a process which ensures that your results in terms of customer service match your desired outcome. Any call center aspiring to provide exemplary customer service must closely monitor performance to gain meaningful insights. Satisfied customers and great customer service result from a cycle of data collection, analysis, training, and improvement. In other words: […]
For small businesses just starting out, traditional phone service or BYOD (bring your own device) might do the trick. But as your business grows, so do your communication needs. You need a way to give employees their own phones, without purchasing dedicated phone lines for everyone in the building. You need an affordable way for […]
Customer success means helping your customer realize their goals, and hopefully being an integral part of a series of triumphs. A company which focuses on customer success factors will strive to empower their customers every step of the way. Both parties enjoy a mutually beneficial relationship. With advent of new technologies, many companies’ sales models […]
Working in a call center means being the first point of contact for a customer getting in touch with a company. As customers in every industry become more tech-savvy, the call center model has been evolving. More and more call centers are moving back from outsourced outposts in the developing world, and several have gone completely […]
Much like “Internet of Things”, “5G”, and “we need to talk”, there are certain phrases which manage to be, to the uninitiated, vague and yet quite ominous. In this vein, one could argue that no question is more foggy than “ what is the cloud? ”. Let’s get you up to speed. What is the […]
Do you know how many positive customer support experiences it takes to make up for a single negative one According to Understanding Customers by Ruby Newell-Legner, it can take 12 positive experiences to make up for one unresolved negative experience. Additionally, news of bad customer services reaches more than twice as many ears as praise […]
Now more than ever, patients in the medical field have options. With Google at their fingertips, these tech-savvy individuals are participants as much as customers. This is why many medical institutions have deployed a medical call center to ensure a positive experience, even when patients are dealing with serious and stressful medical conditions. However, setting […]
Dreamforce has become a major event taking place in San Francisco, year after year raising the bar for conferences. This year’s edition will happen on 4-7 October, and Aircall is happy to announce we’ll be part of it! This year, not only we’ll be there meeting our customers and networking with awesome people from the […]
The phone system for modern business
