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 […]
Whether you are looking for a career change, or simply want to gain additional experience, you may be interested in one of the best customer support jobs out there. Many of these positions require skills in technical, leadership, and people management. There are jobs for every skill level, and you will find the perfect fit […]
As a customer service representative, you should know the advantages of implementing a customer support non-voice process. While voice channels are faster and more convenient, non-voice processes may be a better option for many situations. Below are some examples. o Email support: This type of customer support involves processing information sought through emails and sending […]
