Omnichannel customer service is a widely adopted strategy which focuses on delivering consistent, seamless customer support across multiple different touchpoints. This means that a business is providing support wherever its customers are and however they choose to reach out, whether it’s on a social media platform or over the phone.    Want to find out more? Read on for a guide to the benefits of omnichannel customer service for businesses, and how to start implementing it.    Omnichannel vs multichannel customer service models   Within the marketing and customer servi ..read more

There have been major changes for British businesses since the UK officially left the European Union on 31st January 2020. The period since then has been a time of upheaval and readjustment, as CEOs and workers navigate the new post-Brexit landscape. And it’s still early days, with further challenges, obstacles and opportunities to be discovered over the coming years. Read on to find out more about how Brexit has affected businesses, with a particular focus on those delivering customer services.   How has Brexit changed how UK businesses run?   The ‘big picture’ of what UK business l ..read more

From the Great Depression of the 1930s to the financial crisis of 2008, global recessions have been fairly common over the last century. These times of financial uncertainty not only put pressure on individuals, but can also challenge the resolve of even the most resilient of businesses and organisations. With almost two-thirds of chief economists believing a global recession is likely in 2023, the business world is once again bracing itself for another period of turmoil and looking for innovative ways to not just survive but thrive.    One such method of survival lies in an often un ..read more

Effective communication is an essential part of business. Internally, it helps to facilitate collaboration, build positive work cultures and boost productivity. Similarly, when viewed in the context of business-customer relations, the ways in which you communicate with the outside world can make or break your brand’s image.    In this blog, we breakdown what is meant by ‘business communication’. This includes assessing why it is so important. We also outline the different types of communication that all successful businesses need to be aware of.    What is business communic ..read more

Outbound call centres can play a crucial role in generating leads and driving sales. But what is outbound calling, how does it work and could it benefit your business?   In short, an outbound call centre is a communication hub that makes outgoing calls to potential customers. It centres on generating interest in your company’s products or services, or closing sales. This type of call centre can also be used to run surveys to generate feedback about your business, and to carry out market research.   This is in contrast to inbound call centres, which field incoming calls to your busine ..read more

AI isn’t just a hot topic right now across the customer service industry; it’s the topic. The rapid advancements in this technology seen over recent years have taken many businesses by surprise, leaving them unsure how best to harness its power without experiencing the problems that AI can undoubtedly cause if it’s not used wisely.   In this post, we outline exactly what AI is, why it’s important and how you can use it to enhance the customer experience. Crucially, we highlight that AI is still no substitute for real human interaction at various points in the customer service journey. &nb ..read more

To improve customer satisfaction levels across the board, businesses need to be looking at every single point of contact.  For many companies, a call centre will be the primary point of contact for most of their customers. This is why it’s so important to identify areas for improvement, and make the right changes. Get it right, and your brand reputation and customer loyalty levels will see a significant boost. Read on for tips on where to start.    What is customer service satisfaction?    Customer service satisfaction encompasses lots of different elements. It range ..read more

It’s easy to feel overwhelmed by the sheer volume of feedback you receive from customers online. And the fact that reviews and testimonials are often scattered over multiple platforms and sites can make effective customer feedback management particularly difficult.    However, it’s crucial to get to grips with this aspect of customer service. Doing so can strengthen your business and help you to avoid a range of potentially serious problems.     Why does customer review management matter? If you don’t already have a plan in place for how to deal with customer feedback and r ..read more

Today’s customers have sky-high expectations, which can be difficult to meet as a small business.    Many of your customers will want to reach you 24 hours a day, whether it’s to ask questions about a product or solve a technical issue. This might seem unfeasible, but there are ways that businesses of all sizes can provide round-the-clock service.    It could lead to significant benefits too, for your business as well as your customers. Read on to find out more.    What is 24/7 customer service?   A 24/7 customer service model is designed to ensure that custo ..read more

Great customer service doesn’t happen by accident. To meet the needs and expectations of your customers, your business needs a plan.    This is why it can be useful to develop a customer experience (CX) framework. This covers all bases, and puts a strategic model in place to deliver exceptional CX at every touchpoint.    Read on to find out more about developing your own customer experience framework.    What is a customer experience framework?    In a nutshell, a customer experience framework is a set of tools, processes and policies designed to ensure ..read more