Creating a personalised customer experience is one of the best ways to foster customer loyalty. In an age where consumers have more choices than ever before, it’s […]
10 simple ways to deliver personalised customer service
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 […]
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 […]
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 […]
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 […]
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 […]