Go Online to Aid Your Customer Service Career

When it comes to forging a successful career and achieving your career goals, it can really help to have the right tools and resources to hand. This is something that can make it easier for you to find, get interviews for, and secure the ideal jobs based on your skills, interests, and qualifications. One of the things that have helped many people to achieve this goal is modern technology, with many people turning to the internet in order to aid their career success.

Customer service career

If you are keen to develop or progress within a career in customer service, there are many online tools and resources that you can turn to.…

Continue reading

Top 10 Help Desk Metrics You Need to Track?

Having a powerful help desk tool at hand empowers your business. But what metrics should you track in your help desk for BFSI (banking, financial services, and insurance)? In our article, you will find out about ten key customer support metrics that would help you track everything.

Help desk

Source: Freepik

1.  Email conversations

The email conversations metric helps you track all the conversations with customers created directly on your help desk. Tracking it will also help you understand the scope of work that your agents are dealing with.

This metric can be handy when divided into segments and tracked according to such filters as a certain period, the agent who worked on the task, or issues related to a specific tag or topic.…

Continue reading

3 Practices to Exhibit Fantastic Customer Service

As a company, it should be your top priority to give your customers what they want—it’s how businesses stay afloat, after all—with businesses like accounting firms, retail stores, and medical centers, like Northwest Surgery Center, all aiming to provide their patients and customers with the best possible service or product they can offer.

Fantastic customer service

To accompany this, many companies have customer service centers or representatives whose jobs are specifically tailored towards providing this support, and you want to ensure that your company’s customer service department can adequately handle any needs.

Here are three practices to implement for fantastic customer service.

Put on a Good Attitude

Having a good attitude is 80 percent of the game when it comes to customer service.…

Continue reading

Importance of Customer Service in the Post Pandemic Era

Customer service is an essential unit of any company. Stats suggest that it is five to twenty-five times more expensive to acquire a new customer than to retain an existing one. This is because there are a lot of components that go into acquiring a new customer and in comparison, much fewer resources and efforts are needed to provide a good customer service experience that is vital for customer retention.

Post-pandemic customer retention

After the pandemic, it has become even harder not only to acquire a customer but to retain them as well since most people are going through a critical financial situation that has made them more skeptical about how they spend their hard-earned money.…

Continue reading

Listening to Your Customers to Improve Your Business

If you’ve just started your business and are wondering how to ensure its success, you’ll know there’s no certain solution. Yet, you can significantly improve the chances of getting your business off the ground by listening to your customers.

Listening to customer

Payments

Being flexible with payments and offering more options will always appeal to more potential customers. PAX SDK helps you accept credit card payments and other payment options, whether your business is retail, hospitality or creative. If you’re unsure about using this, you can access full support on how to use the equipment and ask any questions you have about processed transactions.…

Continue reading

How Businesses Can Make Their Customers More Autonomous

Having an attentive customer support team is a key part of running a stable business. There will always be issues that prompt your customers to seek assistance, whether they’re eager to resolve problems with your service, looking to complain, or simply seeking guidance — and it’s vital that you do everything you can to be there for them.

Autonomous customer service

Image credit: Pixabay

But that doesn’t mean that you should build around being proactive with customer support, or even reactive. The more you need to be directly involved with minor queries, the less time you’ll have to put towards vital tasks like sales (or even your most important support issues).…

Continue reading

Technology That Can Deepen The Connection Between You And Your Customers

Some would argue that technology has pushed us to lose touch with people and our surroundings, yet strengthened our connection simultaneously. On one side of the coin, a study showed the average person spends 3 hours and 15 minutes on their phone where they disconnect almost entirely from their surroundings. But, on the flipside, they could spend those hours connecting with people all over the world.

Customer relationship management

photo credit: Proxyclick Visitor Management System / Unsplash

For B2B trading, technology has only strengthened the connection between buyers and sellers – enabling businesses to connect with other brands on a more personal level through social media, as one example.…

Continue reading

Benefits of Customer Support Outsourcing for a Small Business

It is 2021 and the adage “the customer is always right” is now more important than ever!

With millions of businesses in the market, from corporate giants to your local mom and pop stores, customer loyalty and retention is now more important than it ever was.

Customer support outsourcing staff

Since the beginning of the pandemic and even before, businesses have realized how critical customer experience (CX) is in making or breaking a business, how a good customer experience will lead to a positive relationship between the company and customer. T-Mobile has subscribed to a “highly personalized service” model for their customers resulting in CX remaining at all-time highs with net promoter scores up 60% in post-call surveys completed between 2016 and 2019.…

Continue reading

Practical Ways to Improve Sales Through Customer Service

Your customer service team is on your business’s front line as the direct outreach to your target audience. As the golden ticket to success for any business, customer service should always be a priority and business area that is constantly being improved through innovation.

Customer service wins business

However, when it comes to enhancing customer service to maximize sales, the following practical tips and tricks are a great way to get started.

Implement Telephony Solutions

Telephony solutions, such as those offered by VoIP Provider, will benefit your customer service approach in various ways. Firstly, such services include accurate and detailed call recordings that are stored securely.…

Continue reading

Why Should Quality Assurance at Call Centres Not Be Ignored?

Every manager loves the feeling that “they are doing everything right”. In this regard, it is imperative to establish dependable call centre quality assurance software for a better customer experience.

Call center quality assurance

To provide a customer experience worthy of imitation, you will, of course, require a unique call centre quality assurance software. Moreover, call centre QA is important for tracking performances and fixing agent mistakes.

Do you find it difficult to upturn older policies and implement contact centre quality assurance? Let’s find out the reasons why you should not ignore quality assurance at call centres.

What Does Call Centre Quality Assurance Mean?

Call centre quality assurance is simply how you track agents’ performances regarding a set objective.…

Continue reading