Customer touchpoints are the places where your customers and potential customers come into contact with your business. They can be physical locations, like a store or office, […]
What are customer touchpoints, and why do they matter?
Guide to Customer Satisfaction Surveys
Customer satisfaction – or CSAT – surveys are a valuable tool for businesses to assess how happy customers are with their products and services. By conducting regular […]
What is a Customer Health Score (CHS)?
A customer health score (CHS) is a numerical value that represents the overall health of a customer. The CHS can be used to help prioritize customers for […]
Your guide to WhatsApp support in 2022
With over 2 billion users, half of whom use the app every single day, there’s no doubt that WhatsApp is the most popular mobile messenger app worldwide. […]
How the pandemic has changed customer service forever
It’s been two years since Covid-19 turned everyone’s lives upside down, and on the whole, businesses showed a remarkable ability to adapt when the pressure was on. […]
How to use Twitter for customer support
With Twitter having 229 million monetisable daily active users as of April 2022, it’s a social media resource that no dynamic brand can afford to neglect. You […]
Running an online store? Avoid these 8 common customer service mistakes
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 […]
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 […]