• 4 Ways Big Data Analytics Drives Smarter Customer Service

    Consumers nowadays are inundated with offers for products and services, especially when shopping online. It’s very common for a customer to see advertisements for products he or she may have recently searched for, but sometimes the marketing emails and pop-up ads are not necessarily in line with the consumer’s interests and may come across as more intrusive and annoying...

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  • Top 5 Tips for Excellent Customer Service on Facebook

    Of all the social media channels used for customer service, Facebook maintains great popularity as a preferred channel for customer engagement. According to ZDNet, one study found Facebook to be the top customer service channel on social media. Unlike Twitter, which tends to be conversational and move quickly with limited characters, or other sites such as Instagram, which tend...

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  • 4 Ways to Supercharge Contact Centers with Gamification

    Employee motivation plays a large role in creating customer satisfaction. In contact centers, agents play an important role in delivering a quality customer experience and therefore need tools at their disposal for staying motivated and delivering their best. With the rising trend of gamification, agents can benefit from just that. Gamification is the practice of applying game thinking and...

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  • 7 Steps to Fixing Customer Service Issues

    Customers want a great experience, and part of that experience means not losing time, money, and patience. Brands similarly value their time and money, but they must always have the patience to deliver their customers a great experience. Even with best efforts, however, difficult customer situations are sure to arise, and how companies handle these situations can mean the...

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  • 7 Strategies for Collecting Customer Feedback

    Customer feedback allows companies to better understand what is working well and what areas need improvement. To deliver the best customer service, it’s important to understand how your customers feel and give them a chance to tell you why. But how efficiently does your brand collect this information? Here are seven best practices for taking a strategic approach toward...

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  • 5 Tips for Exceptional Email Customer Service

    With the numerous studies showing the popularity of social media for customer service, it can be easy to forget that traditional channels still have a great impact. Voice is far from obsolete, SMS is still alive, and video chat is an increasingly popular channel as well. So what about the channel nearly all of us use in our daily...

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  • 10 Customer Service Skills for the Savvy Call Center Agent

    Call center agents are on the front lines of customer service, representing the voice of a brand and playing a large role in the customer experience. While companies may train agents to do their jobs well-with technology training, call scripts, and feedback from managers, for example-there are nuances to agent behavior which can mean the difference between a poor...

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  • Empowering the Customer With Self-Service

    Delivering great customer service nowadays involves giving customers more options. While some may prefer to seek support or information by speaking directly to a live agent, many people prefer to search on their own. Self-service can pose a challenge for customer service: on one hand, it can frustrate customers and turn them away if the channels on which customers...

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  • Live Chat Delivers Excellent Customer Service

    Digital customer service is mainstream nowadays, with customers able to contact businesses through more touchpoints than ever before. However, the way in which these channels are used and eventually ranked for preference by consumers seems to change as rapidly as the technology driving them. Social media is more popular than ever with customers, but live chat-whether it be textual,...

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