Your credit report has changed. That’s the subject line of an email you receive from a popular credit monitoring service. Expecting praise for aggressively reducing your debt, you’re surprised when you open it. The email reads: “Hey Customer, It looks like there is a change to your TransUnion credit report. You fell behind on payments […]
If customer service is important to your business (of course it is!), you’re probably well acquainted with agents being inundated with calls. With just a basic phone system in place, this is probably more than they can handle. That’s where an automatic call distributor (ACD) system comes in. Automatic call distribution systems, otherwise known as […]
Picture it: Your desk, 2020. After considering several software solutions, your team concludes it’s found The One. Before you can commit, you need to know how it connects with your existing tech stack. When demo day arrives, your sales rep leads with enthusiasm: You’ll save time! Double revenue! Become a king among men! The future […]
Retail has come a long way in the last few years. With more people doing their shopping online (and numbers expected to keep growing), having the right tools in place can be the difference between success and failure. Thankfully, when it comes to picking an eCommerce platform, there is something for everyone. From large enterprises […]
You finally did it. After eyeing those Facebook ads for weeks, you decide to book a week-long stay at a fancy resort for several hundred dollars below market rate. There’s just one catch: The rate you saw applies to a different property. You don’t discover this until you hit the landing page where your comparatively […]
In an era where most people prefer shopping online, the phone carries significant weight. Today’s shopper wants their questions answered with the same level of ease they enjoy when making a purchase. But some eCommerce support teams still struggle to deliver. From disconnected systems to lack of agent autonomy, many factors can get in the […]
Building a support quality assurance program is a big but worthy mission. From the beginning, it lays the groundwork for a uniform support experience. As it evolves, QA fuels continuous improvement, helping organizations understand the ROI of customer service. But quality assurance is also challenging. You can bake all the right policies into your rubric […]
New initiatives are hard to adopt, even when they’re good for us. Exercise improves our fitness, saving money prepares us for the unknown, and support quality assurance drives better customer service outcomes. Yet in spite of support QA’s many benefits, many organizations either don’t QA effectively or don’t bother with QA at all. It’s not […]
Customer experience is more than a buzzword, it’s an imperative. As consumers increasingly self-educate long before becoming customers, their decision to buy (and keep buying) often comes down to the strength of your support team. Given one negative customer service experience, more than 60 percent of consumers will abandon an intended purchase and flock to […]
The phone system for modern business
