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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.
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.
To improve your customer sentiment, you must first measure it. Our blog shows you the most common methods for measuring brand sentiment.
This guide dives into the differences between Millennials and Gen Z. We establish their expectations of your brand and your customer service and explain how to cater to both generations.