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This blog provides a platform for us to discuss how our industry works, to share insight, case studies and real-life examples on customer service management. Subscribe below to receive our latest blog posts.

Apr

13th

Customer Service Phrases to Avoid: Part Two

Every brand makes mistakes sometimes, leading to negative experiences for customers. Interactions can be tricky for the Customer Service Team when customers are feeling frustrated, but it’s the team’s job to turn this around. As a Customer Service Advisor/Assistant, what you really don’t want, is to be the cause of that frustration- or to escalate […]

Jan

18th

5 Ways to Improve First Contact Resolution

First Contact Resolution (FCR) is simple: the lower the amount of interactions your customer faces to get their query sorted, the better. Lower amounts of customer interactions equal lower costs for your brand and- most importantly- a fantastic experience for your customer. So, how can we improve that all-important First Contact Resolution?…   1.Ask the […]

Nov

21st

4 Major Reasons to Offer Live Chat to your Customers

Live chat can be a vital method of customer support in the vast world of online shopping. No matter how user-friendly you aim to make your customers’ online shopping experience, difficulties can still arise. In a survey by LivePerson, 83% of consumers admitted to needing support to complete a purchase. As a brand, it’s your job […]

Nov

7th

Measuring Customer Satisfaction: A Guide to NPS

We’ve said it before and we’ll say it again: these days the customer experience is a key driver for consumers when it comes to selecting brands to invest in- it’s not just about the pennies anymore. In fact, when surveyed, 55% of customers admitted they’d be prepared to pay more for a better customer experience […]

Oct

24th

Customer Service: 6 Things you May be Doing Wrong

The world of customer service is constantly moving and evolving, but there are standards and pillars of success that remain the same. Here are the 6 things you may be doing wrong. Are you guilty of any of these customer service blunders? If so, don’t panic, we’ll have you sorted in no time…   Hiring […]

Oct

10th

How to Hire the Right Customer Service Employees

Your customers are important. In a world of social media and review sites, customer service and experience is a huge deciding factor for consumers choosing brands to trust. So, what are the things you need to ask to be sure you’re hiring the right people to look after your customers? …   1. Why? The […]

Sep

28th

The 5 Social Media Customer Service Tips you Need to Know

In this ever-connected and vocal world, social media customer service is no longer a nice-to-have, it’s a necessity. Your competition have a social media presence, and why? Simply because that’s where their customers are; leaving reviews, opinions, praise, complaints etc. It’s standard to have a customer service presence on social media, but what sets your […]

Sep

14th

How to Talk to Frustrated Customers

Frustrated customers are frustrated for a reason, and it’s your job to help turn their negative experience in to a positive one.   As we move in to further economic uncertainty, we all feel the pinch. At times like these, customer service can make or break your brand: consumers want security and an open, honest […]

Aug

29th

What turns customer service in to ‘great customer service’?

This week, we came across a definition for Customer Service:    “The assistance and advice provided by a company to those people who buy or use its products or services.”   For a general jyst, this does the job. For the customer service world, though, we think this definition may be a little detached and- […]

Aug

15th

How to Say Sorry to Your Customers (and mean it)

We’ve all been there: we’re stuck without our delivery/ the tickets for that special event haven’t arrived/ our takeaway is well past its delivery time/ the fridge is on the blink. These things always seem to happen at exactly the wrong time and through no fault of our own… So, what’s the first thing we […]

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