As a founder or CEO (or both), you’re confronted at some point to making decisions on what your stance is regarding sharing key metrics with your team. As I have been and I’m still confronted to making these decisions, here are my take-aways on what worked well for us, and what didn’t, in a journey […]
Successfully building a rapport with customers over the phone is very important to providing a good service or increasing sales. Whether customers call about a problem or complaint, your job is to make them feel heard, respected and understood. Acknowledging customer concerns shows empathy and understanding, and is essential to great communication and great service. Managers need […]
Here are a few things we learned about customer success and NPS (Net Promoter Score) at the 2016 Customer Success Summit. Customer Success is a key role in today’s companies In the past few years, customer success became a strategic position in the sales life cycle of any SaaS company. This has coincided with the […]
Phone behaviour can be tricky. Proper telephone etiquette enhances customer support and service excellence that can greatly benefit your company. A good way to ensure that a customer can call any department within your company, in any city, on any day, and be dealt with in the best way possible. Customers love consistency, and they […]
The largest online market place for original affordable art, Artfinder – effortlessly manages it’s customer base of half a million with Aircall and Help Scout. Francesca Falato, Customer Support Manager gave us some insights into the company’s customer service. Let’s begin with a little bit of history: Launched in 2013 and built from scratch, the […]
We are initiating a series of blog posts illustrating use-cases of Aircall’s integrations and how they can benefit your business. This one will focus on the integration of Aircall and Slack. In case you’re wondering we have integrations with top-notch companies such as Zendesk, Pipedrive, Intercom, Salesforce, Desk, Hubspot, Zapier, Help Scout, Freshdesk and Front. […]
Customers expectations for service are always increasing and call center training is a crucial part of the puzzle. Improving performance management and training best practices in the call center is key to keeping your customers happy. “Make sure that everyone who talks to customers on the phone, or answers the business line, is trained,” says […]
We’ve been giving a lot of thought on the way we want to build our company culture in the past few months, and one of the outcomes has been our decision to move our US office from San Francisco to New York City. Here are a few lessons we learned in the process, in case […]
With the multitude of digital services out there you would think the good old phone is out of business regarding customer support. Customers are increasingly mixing in digital channels such as live chat, but a good phone customer support is still the road to satisfaction for the majority of consumers. Phone support doesn’t have to […]
Customer success tips are important for any SaaS startup strategy. Before we begin, let’s make sure we’re all on the same page: customer success is not to be confused with customer support, they are not the same thing. AT ALL! Customer success can be defined as a proactive, real-time sales approach consisting of building relationships with […]
A couple weeks ago, I arrived at the office like every other day. I sat in our open space, launched my apps, put my headsets on and started working. However, this day had nothing ordinary. My Aircall app started ringing and when I picked up the call, I had a surprising request… A web agency […]
A few months ago we got accepted into 500 Startups in San Francisco and were thrilled to taste the Valley style startup life. Being a European start-up, we had decided to join an accelerator with the ambition to switch our business focus to the US. Our CEO Olivier also wanted the team to live a […]
Anyone who works in customer service or technical support knows they spend much of their day answering the same few questions over and over again. Many support professionals may even say they spend “most of their day.” They are thinking “If only we could round up all these customers and tell them about these five […]
Bill Thompson is head of Customer Happiness and was employee #3 @Olark. At Olark, Customer Success is way more than a department of a distinct function; it truly is part of the company customer success culture. Bill joined very early in Olark’s history, when the company shifted from a team of co-founders to a structured […]
Lesley Yarbrough is head of Customer Success @GrooveHQ, a hassle-free customer support and engagement software for startups gives her personal take on how to optimize customer success balancing a high-volume customer base and limited startup resources. Here’s how it works for Groove and Aircall. Here are her top 3 actionable tips every startup can learn […]
Optimizely is a San Francisco-based startup and the leader in A/B testing and experience optimization. I recently sat down with Luke Diaz, a manager on the Customer Success team, to share his experience and advice for organizing and measuring a customer success team. He shared a few customer success hacks. Luke currently leads a 15-person […]
This is a guest post from Matthew Buckley, marketing manager at New Breed, an award winning marketing and sales agency. The goal of business blogging isn’t solely lead generation. Viewing lead-generation blogs (even the highest performing ones) as a marketing asset alone greatly undervalues their true worth. In addition to blogging, any other content asset […]
At Aircall, we have many discussions with our customers about the advantages and constraints of setting up phone support vs other support channels. we’ve gathered our thoughts in a simple, 3 minutes typeform to let you get actionable recommendations on organizing the right customer support channels, according to your business characteristics. Please note that this framework applies […]
The phone system for modern business
