Customer Service Strategy
Should your Customer Support Service use Fixed Costs?
The gains businesses receive out of offering great customer service are clear. 75% of consumers are willing to spend more money if it means receiving a positive customer experience, while 83% point to customer service as the third most important factor behind their buying decisions.1 When you marry those stats up with the fact that…
Read MoreHow Overflow Call Management Can Support Your Company’s Growth
Overflow call management is your ability to deal with call volumes beyond your usual capacity. In customer service, consistency is key. 75% of customers desire consistency in responses, regardless of the channel they use to communicate with you.1 To remain reliable, your business must be equipped to deal with lurking threats, as well as opportunities…
Read More5 Tips for an Excellent Customer Support Onboarding Process
The stakes for a successful customer onboarding are high. Which is why anyone representing you needs to give the right impression. Getting customer support right is vital for maintaining long term customer relationships and for turning customer churn into customer loyalty. Research shows that over 50% of customers will take action after one bad CS…
Read MoreWhat is the Best Customer Service Model in 2023?
Operating a successful business requires a strong awareness of customers and their needs. There are many types of customer service tools, from self-help options to specialised technical support, and each one can and should be used throughout the entire lifecycle of a given product or service. But how should these different methods be utilised? What…
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…
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