Knowledge

4 ways to differentiate with superior email customer service

Published on: January 15, 2020
Author: Steve Nattress

In a multichannel world neglecting email for customer service risks both satisfaction and revenues. How can brands therefore successfully cope with the rising volume of email queries? We outline 4 ways to empower agents to differentiate your service.

2019 in focus: our top 10 blog posts from the year

Published on: January 09, 2020
Author: Pauline Ashenden - Marketing Manager

Having rung in not just another new year, but also a new decade, now is the perfect time to review how customer experience and Voice of the Customer evolved in 2019, what the key topics were, and how they are likely to develop in 2020. We’ve looked through all our posts from last year and have picked a top 10 to start off 2020.

With customers becoming more demanding, can self-service really help?

Published on: November 27, 2019
Author: Pauline Ashenden - Marketing Manager

Customer service is continually increasing in both complexity and the volume of interactions. Gartner estimates that 61% of customer journeys require a mix of live agent and self-service to complete – here are 4 ways to maximize self-service while preserving choice...

6 ways to prepare for peak – whatever your industry

Published on: October 31, 2019
Author: Pauline Ashenden - Marketing Manager

Retailers need no reminding that we’re coming up to their busiest time of the year. Being able to cope with demand and deliver the experience that customers expect is central to remaining competitive and delivering the right experience, cost-effectively, means focusing on these 6 areas...

5 ways CEOs can build truly customer-centric organizations

Published on: October 24, 2019
Author: Olivier Njamfa - CEO & Co-Founder

Businesses today are operating in a fast-changing world. They face greater competition than ever before and must transform to meet the changing expectations of customers. This must be lead from the top – here are 5 ways CEOs can successfully build customer-centric organizations.

Travel – dealing with a crisis

Published on: October 16, 2019
Author: Tom Walmsley - Business Development Manager

The collapse of Thomas Cook has ruined the breaks of hundreds of thousands of holidaymakers. What does it tell us about customer service in the wider travel industry and how the sector can rebuild trust with consumers? We looked at the latest research and reached 4 key conclusions...

Why customer service is key to building brand trust

Published on: August 29, 2019
Author: Pascal Gauvrit - CTO

As the Summer holidays come to an end, it’s the perfect time to highlight the importance of service and experience to business success. Ahead of National Customer Service Week, we’ll be looking at key areas for customer service, starting with trust.

5 ways training can transform your customer service

Published on: June 19, 2019
Author: Anne-Merete Jensen - Senior Business Consultant

Customer service and customer experience need to be constantly improving in order to meet rising customer expectations. Yet staff turnover in contact centers can mean knowledge and best practice can be missing – here are 5 ways that training can help…

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