Customer Service Strategy
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…
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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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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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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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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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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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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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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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In a nutshell, the role that technology plays in customer service is that it can help you better deliver on your customers’ needs and expectations: basically, create outcomes that your customers care about. After all, the relationship between technology and customer service isn’t new and is constantly evolving. There seems to be a new tech…
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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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