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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
These days, nearly every brand has a presence on social media…but is your customer support keeping up? We’ve compiled 4 simple steps to instantly improve your social media customer service… Pick your Social Networks You don’t always need to be on every, single social network in order to provide top-notch customer service; you just need to […]
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 […]
Wanting to outsource your customer service, but unsure of the lingo? Take a look at our A-Z of Customer Contact Jargon… ACW (After Contact Work) Work completed by the Customer Service Advisor following customer contact- this usually involves taking notes or completing actions promised to the customer. AHT (Average Handling Time) The average […]
Although the use of social media and live chat are on the up, email customer service still remains a firm favourite with customers reaching for their laptops, phones and tablets. But, is your email customer service really up to scratch? Here’s how to help your Customer Service Team top customers’ expectations… Make it Personal […]