Customer Experience Insights

Deciding on the best way to measure your CS performance can be tricky. You need to understand what your customers care most about. Is it a speedy and efficient answer, or a high -quality response with a personal feel? Quality and speed are often seen as opposing forces – it can be tricky to prioritise just one; that’s why finding a balance between the two is important.

Keeping track of absenteeism and lateness can become a huge task as your team scales. We've created a way to track it automatically using Workplace and Gnatta, giving our supervisors more time to actively support their team.

We don’t believe in collecting data for the sake of it – in this 5-minute video guide we’re showing you how to use data to justify investments that will reduce your customer care costs. There are three core steps - first, establish a baseline. Then dig out the granular data. Finally, present a business case back to your team to justify the investments you need to be able to reduce those costs in the long term.

Small or growing businesses are finding themselves in an increasingly competitive environment, facing the big SME challenges of the moment. Things like predicting the future of the industry without an in-house Mystic Meg and differentiating themselves in copy-cat markets, but also keeping the books balanced and performance monitored. And of course, customer service.

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.

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.