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 […]
Things change during the holidays. Friends and family members reunite, people eat more than they should, and support teams grapple with hundreds of customer service tickets. The National Retail Federation (NRF) estimates 20 to 30 percent of annual retail revenue occurs during those 10+ weeks of cheer. This can be great news for a business, […]
In the past week, you’ve probably conducted a financial transaction through Adyen’s unified commerce payments platform without knowing it. With customers ranging from tech giants like Airbnb and Spotify to retail staples like Gap, Adyen is the unsung hero behind billions of dollars in payments each year. Since they process all common payment methods and […]
Ask any journalist, novelist, editor, or event speaker — language matters. Which words you use, and how you choose to relay them, can dramatically alter the way your audience interprets your message. The added challenge for customer service pros is that their audience can change with every new interaction. Even if all their customers shared […]
Compared to traditional landline phone systems, setting up voice over internet protocol (VoIP) service is much faster and simpler. Depending on which vendor and what features you choose, this setup can be completed in a matter of minutes. However, while the download and customization steps are nearly instant, other requirements might need to be met […]
Customer support agents are masters of multitasking. Responding to a customer, while pulling up information, Slacking a coworker for advice, and preparing to wrap it all up in an email is no easy feat. But regardless of how smooth we can get at keeping all our plates spinning, we are prone to making mistakes and […]
The phone system for modern business
