Good communication is key to any successful relationship, and that includes the relationship between your customer service and marketing departments. When this communication breaks down, the results […]
Good communication is key to any successful relationship, and that includes the relationship between your customer service and marketing departments. When this communication breaks down, the results […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 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 […]