5 Common Customer Service Challenges and Solutions

5 common customer service challenges and solutions

97% of consumers and 98% of contact centre managers say customer service interactions impact whether consumers stay loyal to a brand.1 But despite the importance of high-quality customer service, the national customer satisfaction index fell to 76.6/100 in July 2023 — its lowest score since 2015.2 To improve customer satisfaction and boost acquisition, conversion, and…

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What Does Modern Customer Service Look Like?

What Does Modern Customer Service Look Like?

The face of customer service has changed significantly over the last decade. This is driven largely by developments in customer service (CS) technology, however, there have also been changes in working models and attitudes too. The only thing that has remained consistent in customer service is its central mission: to make the customer’s experience with…

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The Case for Omnichannel Customer Service

Customer service and how businesses can improve their delivery of it needs to be brought into the spotlight.  Businesses have long been (and always will be) defined by their customer service, whether they like it or not. Especially when 61% of customers surveyed would change brands after just one bad customer service experience. But 93%…

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The True Cost of Poor Customer Service

Offering great customer service has arguably never been more important. In today’s digital age, word travels fast. A single negative review can bring significant damage to your brand reputation that’s difficult to bounce back from. And yet, poor customer service is still a struggle for organisations across the UK. More organisations have seen a decline…

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