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Great customer service operations rely on much more than just a frontline team of advisors. They, and your operation, are only as good as their supporting teams enable them to be. The secret to building an effective, scalable operation, is nailing these support customer service department functions.
We're sharing our insights and experience as customer service providers for major retails and logistics clients to help your in-house team make educated decisions about channel, hours, tech and measurement.
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.
Every year, retailers and customer service teams come under immense pressure to react quickly to fluctuating customer contact volumes - in this brief guide, we're covering 5 key strategies that work for us, every time. Find out what your customer service team can do react faster to fluctuating customer service volumes this peak season.
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.
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.
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.