Search Results For:
We're sorry we couldn't find anything, feel free to browse our most recent resources below:
Measuring customer satisfaction (CSat) is the standard for understanding how customers feel about your customer service (CS). And for good reason. CSat scores are a great indicator of customer loyalty and brand advocacy, both of which affect your sales. Once collected, you can use them to look for improvements in your CS by identifying trends in interactions that lead to low scores.
Webchat needs to be your priority customer service channel. Growth in ecommerce has produced a surge in online customer service demands which webchat is uniquely placed to meet in a fast, effective, cost efficient way.
We’re dedicated to removing barriers to entry for businesses new to outsourcing. Whether you're building a team from the ground up, need to man out-of-office hours, or just need some extra resource to get you through peak, creating a low-cost, high-quality UK-based customer service team is as smooth as possible.
A need to scale is one of the best problems to have as a business. You’ve grown so quickly that your team needs extra support, and fast. But despite the general consensus that you need a larger customer service team, you’re struggling to do it with the budget you've got. Luckily, you can scale your current team's productivity and delay the need to hire new colleagues. We’re going to talk about how you can maximise efficiency with tactics including integrations, automation, and self-service customer support.
Automation and AI are the route to efficient customer service. They offer multiple ways to improve your customer experience, enabling you to optimise your costs without sacrificing service quality.
If you’re a growing business looking to differentiate in the market, this is your opportunity. To set your business apart, create a customer help centre that does more than tick a box. Go out of your way to design something that truly helps customers get their answers easier and faster. Creating a support centre and optimising those pages is about streamlining. Make it effortless for customers to get a fast, accurate answer to their specific question. The best support pages focus on answering questions and providing a great customer experience, rather than deflecting volume.
Surviving peak boils down to two main objectives: reducing the number of inbound messages you get, and making sure your team is resourced properly. Moving conversations to new channels will help you meet both goals. We’re going to talk about how to make your peak season easier by moving contacts to faster, cheaper channels like web chat and social media platforms (which, spoiler, customers actually prefer). We’ll discuss how to pick which channels are best for your customers, and share tips from our experience with multiple large online retailers over peak.
First contact resolutions (FCR's) are exactly what they sound like – those rare queries you solve in the first interaction. They're the gold standard of customer service because they’re so difficult to achieve. But improving your FCR is a tried and true method of improving customer satisfaction, so they can’t be written off as too difficult to achieve and ignored.