Customer Service Strategy
What is the Best Customer Service Model in 2023?
Your Guide to Customer Satisfaction Operating a successful business requires awareness of customers and their needs. Customer service tools can range from self-help options to specialised technical support, and these services are needed throughout the entire lifecycle of a given product or service. But, what is the best way to go about constructing a customer…
Read MoreManaging Your Call Centre Retention and Recruitment
You know that recruitment and retention are vital to keeping your call centre running smoothly. You also probably know that retention is also one of the biggest headaches for call centres. High call centre turnover rates make retaining call centre staff challenging. Research suggests that this is because roles such as call centre agents, customer…
Read MoreCustomer service cost reduction: Which is better, fixed or variable costs?
Customer service is the public face of your business, representing a key touchpoint between customers and your brand. It’s also one of the main drivers of customer satisfaction and loyalty — all of which impact your bottom line. Consider this: a whopping 93% of consumers are likely to make a repeat purchase from companies that…
Read More6 Steps to Deal with a Customer Service Crisis
Customer service matters every day of the week, but rarely are the stakes so high than during a crisis. During a customer service crisis, you can either lose customers or forge loyal ones. When things aren’t going right, that’s where your customer experience — and your business — shows what it’s made of. Research shows…
Read More5 Steps to Improve Your Customer Service ROI
Customer experience isn’t just a nice-to-have. Today, it’s the go-to strategy for gaining customer loyalty, generating additional revenue and growing market share. As technology advances, customers are expecting a more personalised customer service across multiple digital channels like live chat and email. This means investment — and smart investment, so you can improve your customer…
Read MoreCall Centre Pricing: In House vs Outsourcing
Today, customers have access to multiple channels, including telephone, social media, and live chats they can use to contact businesses. This has resulted in an increased demand for customer service. Expectations are also higher, with 95%1 of consumers believing that good customer service is important in their choice of, and loyalty to, a brand. Utilising…
Read MoreHow to Reduce Customer Service Costs
With businesses under constant pressure to save costs, customer services teams will always have to work to a budget. This can feel impossible with large call queues, stuffed inboxes and a stream of webchats. As a result, many businesses sacrifice their customer service departments and the delivery of good customer service to stick to their…
Read More10 Ways to Improve Your Customer Service Team
There was once a time when customer service was largely limited to one-on-one phone calls. However, 65%1 of people now have higher customer service expectations. As a result, legacy offerings are increasingly making way for 24/7 channels alongside accessibility across social media and other platforms. Companies are currently enjoying revenue increases as high as 80%2…
Read MoreHow to Scale Customer Service Demands
High-quality customer experience is one of the greatest differentiators between a business and its competitors. Furthermore, according to Microsoft, customer service is an important driver of long-term customer loyalty.1 This brings its own set of benefits, with 80% of consumers more emotionally connected to a brand when customer service solves their problems.2 Providing consistent customer…
Read MoreHow to Create a Cost-Effective Customer Service Solution
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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