Today, customer service is continuing to play a crucial role in business growth. It has become a differentiating element with a direct impact on business outcomes. Up to 78% of customers will change their buying decisions depending on the quality of your customer experience. As this realisation continues to be explosive and impactful, brands have…

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customer care checklist

Being able to take care of your customers has never been more crucial. Changes in the past year have meant customers aren’t experiencing face-to-face customer care, which is critical to maintaining customer relationships.  To make up for this lack of contact, businesses need to ensure their customer care services are delivering the quality that 80%…

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customer service channels

Technology is critical to modern customer service. As more commerce moves online, the ability to deploy technology to improve customer service grows. And in the context of customer service that is only a good thing, because when used correctly, technology will: Deliver faster communication: Most customers aren’t willing to wait more than 2 minutes in…

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smiley faces

The business strategists at McKinsey call it the “moment of truth” — they’re referring to that moment in any customer interaction that defines the customer experience. It can be as simple as seeking the answer to a question or as emotionally charged as responding to poor quality or a problem with a transaction. According to…

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signposts pointing in different directions

Are you doing everything you can to ensure your customer experience is as smooth as possible? Consider whether you are offering your customers the right options in order to help them solve problems and to retain their loyalty. If you’re unsure, using a customer service partner who already has the knowledge of the ideal customer…

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leaves at different seasonal stages

Holidays and peak seasons, such as Christmas and New Year, are crucial for retail and ecommerce sales. They’re a time to improve revenue and earn new customers with compelling offers and discounts. But all that also comes with increased customer service demands. An effective customer service strategy is critical to engaging with seasonal sales and peak periods…

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businessmen planning a strategy

Quality customer service is both expected and a competitive differentiator. Of surveyed consumers, 91% would refuse to do business with a brand again because of a bad customer service experience. Yet 86% of UK consumers “expect good” and wouldn’t pay “more” to get it. Brands need cost-effective ways to implement customer service outcomes without negatively…

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customer service agents working in a call centre

Outsource vs in-house is a critical choice when it comes to finding the right customer service strategy. There are pros and cons to both. In-house operations offer complete transparency and control, but require dedicated resources to maintain. Outsourced partnerships offer flexibility, cost savings and on-demand expertise. The challenge is finding the right partner who can…

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