Let’s be honest. When you think about a company’s environmental footprint, you probably picture manufacturing plants, shipping boxes, or corporate travel. The customer service department? Not so much. It’s often an afterthought, a digital ghost town that seems to have no physical impact. But here’s the deal: every support ticket, every phone call, and every […]
Think about the last time you had to call a customer service line. The hold music, the automated menu, the pressure to explain your problem quickly and clearly. For many, it’s a minor annoyance. For a neurodiverse person, it can feel like navigating a maze blindfolded—with sensory landmines. Neurodiversity is the concept that brain differences—like […]
Data analytics is the practice of turning raw customer service information into actionable insights to enhance business operations and accelerate revenue growth. It involves processing vast quantities of data – an undertaking which can become daunting without proper tools. Data analysis allows companies to quickly recognize recurring problems and develop solutions, leading to higher customer […]
Social media is a very powerful channel which can help with the development of company image. But businesses have to be attuned to it in order to benefit from it. “The customers have come to expect the right answers to all their questions, concerns and suggestions. The faster service, the more loyal and trustworthy the […]
Reputation can be protected by companies responding quickly and empathically to customer complaints, and leveraging any complaints received as learning opportunities and service enhancements. Complaints will not only give you a glimpse of how your products and services are being received by the customer, but it will also save you money in the long run […]
Businesses looking to enter global markets must take note of cultural nuances when recruiting customers there, to tailor marketing strategies, communications styles, and customer service approaches that resonate with local consumers. Understanding cultural differences can help prevent miscommunications and ensure customer expectations are fulfilled. Examples include: Expectations and Perceptions Cultures vary and business people need […]
Customer retention is also a great tool to boost revenue. New customers are 5x more expensive to gain than current ones , so it is important to optimize retention rather than getting new customers. We calculate CRM by dividing total customer base at the beginning of any time by total new customers received in the […]
Customers want the option to engage with brands through channels of their choosing and on their terms. Companies that implement multi channel customer support strategies can meet this demand while creating exceptional CX experiences for their customers. Customers expect businesses to provide support across a range of channels – email, phone callbacks, live chat and […]
Digital transformation is an enormous force remaking every part of the operation – including the area of customer support – with new technologies such as generative AI highlighting how one can interact more directly with customers and answer their queries, ultimately improving the customer experience and other key metrics in the process. People used self-service […]
Customer support doesn’t have the best reputation. It’s often a high-stress job, and service representatives spend most of their time listening to people complain about something. But providing good customer support is vital for businesses that want to keep customers around. The teams that prioritize emotional intelligence (EI) are better equipped to handle unexpected challenges […]
