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 […]
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 […]
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 […]
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 […]
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 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 […]
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 […]
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 […]
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 […]
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 […]
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 […]