20 years ago customer service existed in a world dominated by voice, hence the widespread reliance on call centers to manage customer service interactions. Things have obviously moved on since then as email, and more recently digital channels such as social media and chat, have become a regular part of managing customer service delivery. Call centers have now evolved into...
Customer service teams are currently faced with multiple challenges. Consumers are asking an increasing number of questions and are demanding faster service, across more and more channels. At the same time budgets for coping with this growing volume of interactions are often flat or even shrinking. So how can companies deliver faster service to more queries, while improving efficiency?
Companies now have access to huge amounts of data on their customers. Particularly online, they can see the entire customer journey, purchase history and the channels used across every transaction. The vast majority of companies also collect customer feedback, which should provide the perfect opportunity to fine tune products and service in order to help the customer experience.But at the mo...
In an ever more competitive economic environment, businesses in every sector are looking for ways to increase sales and unlock additional revenues. There are many ways to do this, including raising the spend of existing customers, upselling, avoiding abandoned online shopping carts and delivering a superior experience to avoid customer defections.With its combination of real time response, and per...
Good customer service should have two aims. Obviously the first is to satisfy customer questions and solve any problems that they may have. Failing to do this means you will lose customers and revenue as well as negatively impacting your brand.The second, and ultimately even more important, objective should be to use customer service information to improve your products and services. Customer serv...