The way consumers operated during the COVID-19 pandemic makes it clear that buying habits are increasingly digital. During the pandemic, businesses with poor customer service capacities have — through unresolved queries and unacceptably long hold times — mismanaged customer expectations. Globally, 54% of consumers claim to have higher service expectations than 1 year ago, and…

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eCommerce shop

When it comes to customer service, customers expect more than ever, particularly in online shopping. The oversaturated market means customers need more than just a quality product — they want a great customer experience. In fact, 90 per cent of consumers use customer service as a factor in deciding whether to buy from a company…

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someone shopping online

Excellent customer service isn’t an option. It should be central to your business strategy. 77% of customers will recommend a company to their friends because of a positive customer experience. An even larger 86% of customers have stopped buying from a brand because of a bad experience.  Quality customer service isn’t just about solving problems.…

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