It’s no secret that online shopping has taken the world by storm. In fact, ecommerce sales surpassed 4.2 trillion U.S. dollars worldwide in 2020! With such a […]
Running an online store? Avoid these 8 common customer service mistakes
Tiered vs Collaborative Customer Support – which is right for your business?
What is the difference between traditional ‘tiered’ customer support, and the newer collaborative or ‘swarmed’ customer support? In brief, tiered customer support methods break the CS centre […]
Best practices for customer service through Facebook Messenger
Conversational marketing is a huge buzzword in customer service these days, and with an estimated 2.77 billion users currently using messaging apps worldwide, it’s easy to see […]
How to improve customer retention, and why it matters
Customer retention is the ability of a business to keep their existing customers happy and coming back after their initial purchase. Simply put, it’s how you encourage […]
The benefits of offering multiple customer contact channels
The massive increase in digital and mobile use has changed the way brands and their customers communicate forever. And today’s discerning online customers want it all! They […]
How to provide multilingual customer support
More than 4.5 billion people – nearly 66% of the world’s population – now have internet access. That’s a lot of different languages spoken by your world-wide […]
Tips for upselling and cross-selling for CS reps
The main function of a customer service rep will always be to provide solutions to customers’ problems and to resolve conflict. However, they are also often in […]
How to say no to a customer… without losing them
Nobody enjoys having a request refused with a flat ‘no’ – least of all customers. However, there are times when support staff have to say no to […]
How to boost sales with live chat in 2022
Most online customers are pretty tech-savvy these days, and brand loyalty depends on much more than a traditional ‘handshake’, or a phone call with a rep. To […]
Best practices for successful customer onboarding
Customer onboarding is all about getting new customers to know and trust you. If you ensure they get a solid grasp of the product or service they […]