Customer Experience Insight Articles
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With Covid-19 still affecting sales and restricting movement in 2021, Black Friday was once again in question. After the extreme lows of 2020, predictions were hopeful that there would be some improvement with a rise in both spending and footfall. The results were mixed, with numbers improving but still failing to meet pre-pandemic levels. And, for the first time ever, we saw a dip in footfall on the high street during Black Friday week - this wasn't even the case in 2020! Check out our insights below to see the full picture.
People, processes, and technology are the three keys to successful project implementations, organisational change, and solving complex business problems.
Recruitment agencies aren't invested in your brand's success, so why hire an agency when you could outsource instead? Using an outsourcer gives you access to a high quality and flexible resource that is easily and quickly scalable to suit individual business needs as and when they happen.
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.
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.
To improve customer sentiment, you have to use every tool in your toolbelt. And customer service can be one of the most powerful. Read our blog to find out how to put it to good use.