Great problem-solving skills and a little empathy in customer service go a long way toward turning frustrated customers into loyal customers and brand advocates. Customer support representatives expect to get a large number of calls from upset customers. When they can turn those negative emotions around, it’s a great day! Whether your customer support representatives […]
Whenever there’s a system problem, you can put the days of placing a panicky call to your IT department behind you when you implement a VoIP phone system. Big system problems cost your company time and money. What’s more, technical problems affect your vendors and customers as well. When your system is down, your employees […]
If you’re not already familiar with it, cloud phone SMS, also known as texting using cloud phone numbers, is one of the more recent players in the business communications arena. Emails and phone calls will always have a proper place in sales and support operations, and cloud phone SMS is a nice complement to those […]
Financial services are intangible, and as such, they can be challenging to sell and support. Unlike a physical product, you can’t see them or hold them in your hand. Also, a lot of people find the nuances of financial services difficult to understand. People tend to pay more attention to financial services when they receive […]
Your customer support teams are experts at answering questions, responding to complaints, and providing your customers with helpful information. Support team members are the face of your company in supporting customers so you can be sure they’re satisfied with your products and services. The customer experience has great value because it creates loyalty in your […]
Customer support mistakes can happen even when call center agents have the best of intentions. A host of things can contribute to customer support mistakes. Poor customer feedback signals the need for call center agent onboarding, targeted training for current employees, and ongoing monitoring. Having the wrong digital tools might also be contributing to customer […]
A great customer experience is required for today’s businesses, and customer support as a service (CSaaS) brings the right people and processes together to help you deliver best possible customer support to your customers. Your call center agents are on the frontline every day, helping your customers resolve issues quickly and effectively to drive customer […]
It’s exciting to have a product or service that everyone’s raving about. But staying ahead of your competitors requires a customer support framework that enables delightful customer experiences, every time. Your customers have lots of questions before and after they buy from you. Something you should be aware of is that they’re starting to form […]
Customers have never had more expectations in terms of quality service. Managing these demands without the benefit of powerful communication tools, such as contact center as a service (CCaaS) software, is a huge undertaking. A comprehensive system of cloud solutions will put you on pace to delight customers with a competitive advantage. With the right […]
No sooner than the Thanksgiving leftovers have been put away, some family members will settle down for an afternoon of football while others rush out to shopping malls and retail stores to get a jump on pre-Black Friday sales. In recent years, retailers have found creative ways to enhance the holiday shopping experience for their […]
Customer support best practices are the engine that powers your promise of ensuring a great customer experience. What do best practices really mean? Best practices refer to a set of guidelines and viewpoints that are generally accepted as the most successful way to operate (in an ethical and responsible manner) for a particular industry. Best […]
Historically, companies could base Black Friday and Cyber Monday staffing needs on numbers from previous years. However, brands with an online retail presence must react accordingly to all the challenges we’ve faced in 2020. Because of COVID-19, the public has largely avoided retail stores for the better part of the year. Instead, online shopping has […]
The best small business phone systems should help you increase profitability and provide a great customer experience — all while remaining easy for your call agents to use. With those end-goals in mind, how does your current small business phone system measure up? Given the phone’s familiarity, it can be difficult to rethink what’s possible. […]
Difficult or counterintuitive workflows don’t serve anyone well. However, the right software integrations can streamline business processes. Software integrations, also known as VoIP integrations when connected to your phone system, will simplify and streamline your workflows so all processes move along as they should. How? Software integrations, combined with call center software, give the proper […]
If you’re ready to streamline communication and collaboration within your company, VoIP integrations will set your employees up to work more efficiently. VoIP integrations operate like a gateway that brings all the latest business tools into one place to help you increase productivity — setting the stage for growth. VoIP integrations are gaining in popularity […]
Small business phone systems were once fairly limited in the functions and capabilities that you could get. Small business owners expect little more from their phone systems than to allow for multiple inbound and outbound calls simultaneously. In today’s marketplace, those are pretty minimal expectations. If this is your current functionality, it’s fair to question […]
In the early days of call centers, call center agent performance wasn’t a primary concern for most companies. Call agents provided minimal services like answering basic questions. Call centers grew out of necessity. To a large degree, they were viewed more as a cost center than a growth center. As the internet has become a […]
If you’re one of the many small businesses that are considering how cloud services can enhance your business, it’s worthwhile to compare cloud phone systems before making your final choice. Cloud-based phone systems are an accessible and affordable phone service option, so it’s no surprise that they’re becoming so popular. When you compare cloud phone […]
The phone system for modern business
