• 10 Tips to Reduce Customer Churn: Part 2

    As described in our previous blog post, brands nowadays must take proactive measures to satisfy customers and gain their long-term loyalty. To reduce customer churn, it’s vital to focus on how the customer experience as a whole may be improved at various touchpoints. Here are five more tips to consider in order to reduce customer churn. Exceed customer expectations...

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  • 10 Tips to Reduce Customer Churn: Part 1

    As most any business knows, customers have choices when it comes to the products and services they want. When they choose your brand, it’s both a privilege and a responsibility: a privilege to gain new business and be chosen over a competitor, and a responsibility to prove to these customers that their choice is justified. Such a challenge can...

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  • 4 Ways to Provide Stellar Automated Customer Service

    The landscape of customer service is constantly evolving due to rapidly changing technologies and constant consumer demand for timeliness. While customers value thorough responses to their inquiries, swift answers are key to winning their loyalty. Econsultancy states that 82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly....

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  • How Call Centers Can Use IVR to Deliver Great Customer Service

    As described in the previous blog post, IVR systems are an essential element of automated customer service. With IVR, brands may ensure that customers are connected quickly and efficiently with the most appropriate agent or given the information they need, saving everyone time while delivering personalized service. Here are five ways call centers can use IVR to deliver great customer...

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  • 5 Reasons Timeliness in Customer Service Matters

    It’s no secret that timeliness in customer service is essential to keeping customers satisfied. No matter how great a product or service your company offers, making customers lose time through a lack of information or lag in customer service responsiveness can be detrimental to long-term loyalty. Furthermore, timeliness can be the factor that makes or breaks a sale when...

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  • 6 Tips for Optimum Email Customer Service

    Email remains an essential communication tool in our professional lives, no matter how many new channels have cropped up in our digital age. Despite the growing popularity of social media and other channels known for quick communication, email customer service remains in great demand. However, statistics show that timeliness and quality tend to suffer. A Forrester Research study found...

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  • Voice Channel Still Dominates in Customer Service

    With the numerous channels used for customer service these days, one might question if the traditional voice channel will one day become obsolete. Do customers really want to call for service instead of sending a quick tweet? Wouldn’t a short email or text message yield a quicker answer? Customer service efficiency on any of these channels depends on a...

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  • Facebook Chat Bots: The Future of Self-Service?

    Facebook is determined to take customer service to the next level. The company recently revealed its Businesses for Messenger platform, highlighting the perks of its popular messaging app for customer engagement. Now, Facebook has announced it is granting businesses access to its API to further develop one feature of its Messenger platform: chat bots. What exactly are chat bots?...

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  • 6 Tips for Fixing a Poor Customer Service Experience

    As most brands will tell you, the cost of a poor customer service experience is high. According to an American Express study, 55% of consumers have intended to make a purchase but eventually backed out due to a poor service experience. A GetSatisfaction study further found that 71% of customers eventually ended a business relationship due to poor service,...

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