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 […]
