• 5 Reasons Why Email Customer Service Still Matters

    Companies these days feel the pressure to respond quickly to customers. As messaging apps and social media continue to grow in popularity for customer service, your brand might question if channels such as email are still attractive to customers. According to a report by eConsultancy, 60% of customers indeed prefer support via email. In fact, when email is managed...

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  • 6 Tips for Effective Customer Service Communications

    Every solid business relationship begins with good communication. When your customers engage with your brand, they may be looking for quick answers. However, on a deeper level, they are also seeking reasons to trust you. Does your company care about them as individuals? Do you value their time? As technology continues to improve the customer experience, the human touch...

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  • 5 Tips for Achieving First Contact Resolution

    While technology fuels a constant evolution in customer service practices, certain customer priorities do not change: A need for quick and in-depth service. For this reason, first contact resolution, or FCR, remains a critical metric for contact centers to monitor. According to the Customer Experience Executive Report by CCW Digital, 70% of customers consider FCR the most important factor...

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  • 6 Simple Ways to Personalize Customer Relationships

    If relationships are personal by nature, what does that mean for your customer relations? Quite simply, today’s customers seek authentic connections with brands that make them feel like valued individuals. It’s not enough to treat them kindly—they expect your company to understand their needs and deliver the products and services they actually want. According to Monetate, 79% of organizations...

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  • 6 Steps to Building Customer Rapport on the Voice Channel

    Our modern digital era has made it easier than ever to connect with customers, offering them a mix of both human and automated assistance. However, the traditional voice channel is far from extinct—a recent Google study found that 61% of mobile users call businesses during the purchasing phase, with 59% seeking a quick answer and 57% wishing to speak...

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  • 5 Tips for Optimal Customer Survey Practices

    Knowing how customers feel about your brand is essential to your long-term success. While your social media pages and website comments may provide plenty of insights, well-designed customer surveys remain a time-tested method for understanding customer sentiments. Asking strategic questions at the right times can give your brand a global view of where improvements may be made. Here are...

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  • 5 Ways to Find Customer Pain Points

    Knowing your customers’ pain points is the first step toward giving them the products and services they want. Pain points are generally considered obstacles that prevent customers from finding the solutions they need. For example, customers may have difficulty making quick and secure payments on brand websites, or perhaps they cannot speak to agents when they want to. When...

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  • 6 Benefits of a Strong Customer Service Culture

    Great customer service begins with a customer-centric mindset. Brands that deliver exceptional service know that their customers are looking for great experiences that lead to long-term relationships. These brands invest time in developing a strong culture that supports this idea, making service an integral part of their overall brand strategy. Here are six benefits of a strong customer service...

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  • 5 Key Benefits of Customer Journey Mapping

    Taking the perspective of the customer is essential to understanding his experience with a brand. For this reason, many companies are using customer journey mapping to study the user experience and learn where improvements can be made. Through an analysis of quantitative data and anecdotes from both customers and employees, brands may develop comprehensive maps that reflect the customer’s...

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