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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.

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 […]

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 […]

May

17th

How to Prevent your Customers from Breaking-up with you

Loyal customers are the back-bone of every business. Sure, bringing in new customers is important, but by retaining customers you can expect a lot…. With a 5% increase in customer retention, comes a potential increase in profitability of up to 75% (Bain & Co.). So, how do you prevent your customers from breaking up with […]

May

4th

Top-Notch Customer Service: How does it help your business?

Customer service requirements are unique to every business. For some companies, the goal may simply be to provide enough Customer Service Advisors to meet the high-demand and frequency of customer interactions- and if that’s what your business requires, then that’s OK! But, in an age of social media, there are also a number of reasons […]

Apr

20th

Customer Service: What Your Customers Really Want

A great customer experience is the key to great customer service. There are a few, simple things you can do to immediately improve the level of satisfaction your customer experiences. So, what do your customers really want?   To be Listened to One of the most important roles of the Customer Service Team is to […]

Apr

11th

How to Manage Customer Interactions During an Outage

Do you have a plan for managing customer interactions during an outage? Despite all of your planning, various investments in facilities/technologies, expert employees and best efforts, sometimes you just can’t help things going wrong… Weather/natural situations can rarely be prevented. And sometimes neither can the actions of third-party partners, support- or just general human error! [&hellip

Mar

24th

Customer Service Phrases to Avoid

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 […]

Feb

24th

5 Key Traits of a Great Customer Service Advisor

Customer service can make or break any business. But how do we deliver the top-notch customer service we strive for? Well, the key is the people! Your Customer Service Team are on the frontline of customer communication, and are your brand representatives. So, in this ever-increasing world of relationship marketing, how can you be sure […]

Feb

7th

Customer Feedback: Why it’s Important and How to Ask for it

You know what they always say: “the customer knows best”! So, why is customer feedback so important and what’s the best way to get it? Feedback from customers offers a number of valuable insights- all key to the improvement and growth of your brand…   It Allows you to Make Improvements It’s always wise to […]