Customer service is crucial to the success of a business. If you’re new to the concept of customer service or just want to keep yourself up to date with the latest trends, we’ve got you covered.   What is customer service? Customer service refers to the support, solutions, and advice you provide to your customers to solve their problems related to the purchase and use of your product or service. This includes all communication from the way you respond to email enquiries to how you handle feedback from your customers.  Like all things in life, there are two sides to customer service ..read more

What is the most important thing you can do to reduce churn and increase word-of-mouth referrals? The answer is obvious, but it’s often overlooked: improve your customer service. No matter how awesome you think your product is, or how skilled your customer support team is, your customers are most likely to remember the direct interaction they have with your company. In an industry saturated with competitors selling similar products, customer interactions leave a lasting impression on your customers. If you’re not constantly looking for opportunities to improve your customer service and cater t ..read more

Helpdesk software is designed to streamline customer conversations from across channels into one view, keep track of service requests, and resolve customer issues efficiently. Hence, it’s important to choose the right helpdesk software and implement best practices to make the most of your investment. With helpdesk software, it becomes easier to delight your customers and keep your agents happy. But are you satisfied with your helpdesk service provider? Have you missed responding to certain customer queries lately? Has your helpdesk team been responding quickly and efficiently? If you’re lookin ..read more

Every growing customer support team needs a standardized customer service process. Without proper guidelines in place, your agents would be left in the dark, not knowing how to approach an issue, leading to duplication in effort and a delayed response time for customers. While using a ticketing system can help automate certain actions, it is unlikely to solve your team’s productivity unless your agents follow a documented customer service process, as well. What is a customer service process? A customer service process is a standardized and repeatable approach to customer service. It ensu ..read more

The pandemic redefined retail shopping throughout the world. According to McKinsey, customers made more online purchases and embraced modes such as curbside pickup, online pickup in the store, and self-checkout. Furthermore, those changes have persisted even as the world has opened back up. Around 70% of people who were new to self-checkout in 2020 say they’ll use it again. Not only are customers embracing new modes of purchasing, but they are also shifting loyalties based on who does it better. Around 40% of customers have switched brands to those that offer a seamless customer experience (CX ..read more

Customer service business process outsourcers (BPOs or “outsourcers”) have similar goals and challenges to in-house operations—and some additional ones of their own. They’ve got to keep several plates spinning at all times such as: Operating their clients’ customer service operations to agreed standards more cheaply than they can do themselves while still making a profit Minimizing the churn of clients by consistently delivering against service level agreements and demonstrating this with effective reporting Winning new clients by submitting timely, competitive, and sustainable proposals Earn ..read more

According to Gartner, when customers are able to find resolutions at the end of high-effort experiences, 96% are more likely to be disloyal to brands, and 81% are likely to share negative word-of-mouth. This is why it’s crucial for you to have a ticket escalation process. Read this guide to understand: What is ticket escalation? What is the ticket escalation process? Why do you need a ticket escalation process? When should you escalate a ticket? 7 tips to improve your ticket escalation process What is ticket escalation? Ticket escalation is the process by which a customer issue (support tick ..read more

A customer’s journey begins much before they become your customers. If you wish to grow a loyal customer base, you need to understand how to deal with different types of customers. You can categorize the different types of customers by identifying the specific needs of each potential customer or customer segment. Search for your brand on review websites or social media. You’ll get a bunch of different reviews & reactions to your products and services from customers. Now map these real-time insights to the customer data collected in the last 6 months, and you might spot some patterns.  ..read more

According to Freshdesk’s Future of CX report, the pandemic has forced consumers to adapt to digital channels. While the consumers of 2022 prefer digital-first experiences, they expect service providers to keep up with quality customer service across channels. As companies revisit their customer service strategy, they can take a leaf out of companies that get customer service right. The best customer service companies don’t get recognized just for a stroke of brilliance in handling certain moments with the customers. Their strength lies in the imitable support processes and customer-centric cul ..read more

With 92% of consumers expecting to continue to contact customer service at or above pandemic-era rates, we are facing a future where companies that aren’t customer-centric will have a hard time surviving. [1] This is why companies must keep up with customer service trends so that they’re able to cater to these evolving customer needs.  For instance, even though customer service has been influenced and aided by technology, it has been observed that customers still value human interaction. Customers have reportedly also shared that they are less likely to use a brand if a human customer ser ..read more