6 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…

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5 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…

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Call 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…

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How 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…

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10 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…

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How 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…

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What is the Best Customer Service Model in 2022?

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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…

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How 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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The Importance of Technology in Customer Service

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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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Different Types of Customer Service: And When They Matter Most

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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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