Customer Service Strategy
Just when you think the world of customer service has hit its limit of new terms and acronyms, a new one manages to emerge. And lately, it’s been “Customer Service as a Service” (CSaaS). This modern approach to managing customer interactions has gained attention for its innovative, pay-as-you-go, outsourced solution model. But with its rise…
Read More
According to recent data, small businesses make up 99.2% of the total UK business population.1 If you want yours to stand out from the crowd, you need to start by nurturing the factor that, arguably, is most important to your growth: your customer service. After all, 80% of customers say that the experience they’re getting…
Read More
“Standing out from the crowd” is arguably the most common goal for businesses across any and every industry. But we think it’s safe to say that the pressure to compete has been especially hard on any store that sells online. After all, eCommerce is expected to make up a whopping 37.5% of the UK’s retail…
Read More
Call centre experiences can make all the difference to the loyalty of your customers. Research has shown that 60% of consumers have switched brands due to a single negative contact centre experience — so investing in a high-quality call centre is crucial.1 And, as you’re no doubt aware, the two main types of services often…
Read More
Navigating new technologies is the most clear trend of customer service in 2024 but it’s definitely not the only example. Maintaining a healthy business-customer culture is also important to consider. Unsurprisingly 97% of consumers are more likely to stay loyal to a business after good service interactions.1 Here, we’ll cover the top trends for you…
Read More
Companies that outsource customer service enjoy affordable, scalable solutions that can more easily meet consumer needs. Even busy periods are easier to manage with access to high-quality, ready-trained agents who can respond to demand. With 89% of customers reporting that they’re more likely to make a repeat purchase after a positive customer service experience, this…
Read More
Customers are losing confidence in the support they’re getting from businesses. More than 17% of buyers in the UK have reported having a problem with customer service: the highest ever recorded!1 As a result, the number of customers willing to pay more for good customer service in the U.K. has also increased to an all-time…
Read More
Meeting the high customer service standards of today’s consumers is not easy. Shoppers can choose from a limitless range of websites and stores, and 39% of consumers report that they have less patience today than they did before the pandemic.1 But with 61% of customers being willing to pay at least 5% more for better…
Read More
Great customer service (CS) is a given for any successful business. 70% of shoppers have made their buying decisions based on the quality of a company’s CS. 81% also report that a positive CS experience increases their chances of making another purchase from the same store.1 Delivering effective CS is never more important than during…
Read More
Black Friday is one of the biggest eCommerce calendar events of the year. Approximately 76% of consumers planned to shop during the Black Friday weekend (BFCM) in 2022, a number that is only projected to increase in 2023.1 As global economic uncertainties persist and 69% of consumers alter their non-essential spending habits to look for…
Read More