Preparing Your Customer Service For Peak Periods
The countdown to Black Friday has begun, and with it comes the most challenging period of the year for your customer service team. Whilst the business focuses on revenue, your customer service team are preparing for a sudden surge in contact volumes. So, do how you prepare effectively?

With a plethora of channels to pick from, how do you choose the best customer service channels for your brand? The reality is that customers want to reach out to you on their favourite channels, on whatever device they use, and failing to service them can impact both your reputation and your bottom line.

How much does what people have to say about a brand actually affect the business? How much power do recommendations and reviews actually hold, and should businesses be prioritising word of mouth marketing? To find out, we surveyed consumers from across the UK, asking them about their spending habits and inclination to leave reviews or talk to family and friends about their experiences with brands.

Customer service is not just about addressing complaints and queries; it’s a powerful tool that can significantly impact sales. In today’s competitive market, where products and services often come with similar features and prices, exceptional customer service can be the key differentiator that drives customers to choose one company over another.

Being able to scale up your customer service team is vital during busy times. But how do you do it without sacrificing quality?

Our survey reports on large businesses’ struggles and successes with scaling their customer service for busy times.

At this time of digital transformation 24/7 customer service accessibility is essential. Your customer care team needs to be available at all times, whenever your customers want them.

Should customers expect the same quality of customer care from every business, large or small? Or should they be more forgiving and understand the challenges facing small businesses nowadays? We wanted to see how small businesses are shaping up.

We interviewed 1,000 people to find out why customer service really matters and what consumers really want from it.

The cost-of-living crisis means small businesses are facing a challenging time like no other. But our latest research shows the disparity between what customers want from small businesses and what they’re actually offering.