These free tools allow you to address customer concerns quickly to boost satisfaction and increase retention. In 2019, 36% of U.S. shoppers used live chat to engage with customer service teams, making it one of the most... Continue Reading
Customer relationship management is about focusing your efforts on the customer, not the tools that enable customer care. Customer relationship management (CRM) can refer to both a business strategy for building customer relationships and the technological... Continue Reading
Help desk agents are constantly solving problems—let other agents help you find the right help desk software through reviews. Help desk work is challenging—agents are tasked with solving a rapid stream of customer problems and they need... Continue Reading
Not having loyal customers is costly, but using software to manage customer loyalty doesn’t have to be. Customer loyalty programs are important for businesses to win repeat customers and new sales. Market findings show that surprise offers... Continue Reading
Asking the right questions is one step toward ensuring you make the right hires. Call centers suffer from high employee turnover rates. The mean annual attrition rate for U.S. contact centers was 31% in 2018, and those... Continue Reading
Customer experience professionals can’t solve customer problems without knowing what they are. All businesses like to imagine their customers are having pain-free experiences. But sadly, that’s not the reality. About half (45%) of U.S. customers say they had... Continue Reading
The age old advice to “under promise and over deliver” is flawed. Deliver on what actually matters to your customers. Business leaders have heard for years that they should under promise and over deliver, or exceed expectations.... Continue Reading
What makes good online and in-store customer experiences? Here’s what your customers think. A majority of U.S. customers now prefer to shop online, according to a recent Capterra survey. Overall, 60% of U.S. customers who completed an online... Continue Reading
As service engagement channels proliferate, you need to know where your customers are and where they want to be. Our survey asked them. In the past year, how have your customers engaged with customer service, either yours... Continue Reading
The only thing harder than working in a call center is managing one. Insanely high standards cause stress, and can lead to massive turnover rates. Sometimes it even seems like you’re being set up to fail, like... Continue Reading
