With many of us spending more time on our smartphones than ever before, there’s no shortage of business cases a company could make for developing its own mobile app. Strangely enough, though, customer service is often not one of them.
It’s not that companies are creating apps without thinking...
A customer service rep shows up every day on time. They work steadily for their entire shift. They leave a clean workspace and complete any of the reports they were asked to file.
Does any of this mean the rep is doing a great job — or simply what’s expected?
Excellence in customer service takes...
Customer service departments cost money to staff and operate, but the most successful companies have realized they can be a strong source of revenue, too.
Instead of looking at them as the place where people go to complain about their purchases or an unsatisfactory experience, they recognize...
“Need help or support?” product brochures used to say. “We’re only a phone call away!”
There are still plenty of numbers you can dial that will take you directly into a contact centre filled with expert agents who can solve customers’ biggest challenges.
Increasingly, though, those companies are...
In the early days of running a small or medium-sized business, your initial customers might be friends, acquaintances or even family members. Next will come the strangers — though hopefully they won’t remain strangers for long.
The most successful SMBs learn to really know their customers, whether...
What customers want is the fastest and most direct route to having their issues resolved. What they often experience, however, is a scavenger hunt.
You probably remember scavenger hunts, even if you don’t have children. Everyone gets a clue to start off, and then has to go off in search of a...
In a way, people want their experience in dealing with customer service issues to feel a lot like what happens on social media.
When you share an update on platforms like Facebook or Twitter, it feels good when your friends and followers give it a “like” or share it with their network.
Every customer review — good or bad — is the raw material successful businesses use to continually improve the experiences they deliver.
Unless you’ve studied them in detail, it’s easy to mistake customer reviews for something that’s separate or off to the side of a customer experience. Unlike the...
There may be companies hard at work at developing vehicles that drive themselves, or robots that handle factory tasks without much supervision, but customer service agents are often still far from autonomous by comparison.
Almost from the moment they arrive at a contact centre, an agent’s schedule...