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So here's the latest chatter on customer service strategy, planning and execution.

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6 Steps to Implement a Customer Service Strategy

Quality customer service is both expected and a competitive differentiator. Of surveyed consumers, 91% would refuse to do business with a brand again because of a bad customer service experience. Yet 86% of UK consumers “expect good” and wouldn’t pay “more” to get it. Brands need cost-effective ways to implement customer service outcomes without negatively…
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In-house vs Outsourcing Customer Service: What’s Better for Your Business?

Outsource vs in-house is a critical choice when it comes to finding the right customer service strategy. There are pros and cons to both. In-house operations offer complete transparency and control, but require dedicated resources to maintain. Outsourced partnerships offer flexibility, cost savings and on-demand expertise. The challenge is finding the right partner who can…
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New Trends in Customer Service: 2021 and Post-COVID

“The greatest danger in times of turbulence is not the turbulence — it is to act with yesterday’s logic.” — Peter Drucker COVID-19 changed almost everything. But a lot of those changes are simply the acceleration of trends already underway. When you look at how social distancing has impacted customer service functions, this (broadly) holds…
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10 Questions About Outsourced Customer Service Answered

Customer service outsourcing is a valuable way to improve outcomes while reducing costs and focusing on the core capabilities of your business. If you’re still debating whether to outsource, check out this blog: In-house vs outsourcing customer service: What’s better for your business? But if you’ve already made up your mind, you likely still have…
Front cover of the new approach to customer service ebook

How to keep customer service agile, improve customer experiences and increase retention.

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