We mean every word when we say great customer experience is crucial for long-term business success! On that note, we’ll tell you why we’ve developed this “CX Glossary.” While CX is a combination of product quality, brand reputation, and other factors, customer service plays a significant role in defining the CX of a business. And excellent customer service is always a result of fantastic support agents & state-of-the-art CX tech stack. This CX Glossary is written to empower your support agents by decluttering the necessary CX jargon they encounter daily. And hey, even if you’re someone ..read more

What frustrates you more? Is it trying to contact a business and getting different responses where the responses are wildly different on phone, email and social media? Or, is it receiving a seamless experience regardless of the channel you use? Picture this: You have an issue with your order. You call customer service but get no resolution. So, you turn to email, hoping for better luck. But again, you are forced to explain your problem from the beginning. Sound familiar? Customers often feel this disconnect when reaching out to brands through various channels. This is a pain point we are try ..read more

Customer support services play a pivotal role in the success of enterprise-level B2B businesses. With the increasing complexities and demands of modern business operations, ensuring seamless and efficient customer support has become more critical than ever. This is where the emergence of AI customer support chatbots brings a revolutionary solution. As businesses seek to enhance their customer support experiences while also optimizing costs, AI chatbots have emerged as a game-changing technology with significant potential benefits. These advanced chatbots are designed to simulate human conver ..read more

Hey folks, Let’s talk about the exciting world of multichannel and omnichannel approaches.  We’ll explore what is an omnichannel strategy and why moving to an omnichannel strategy is vital for creating steadfast brand devotion, especially when there’s fierce competition in the market.  Customers engage with companies across different touch points – online, in stores, and on phones. Having a strategy that weaves together interactions across these channels is key.  It provides a seamless, unified brand experience. Without this, customers get frustrated when information is incon ..read more

A recent report by 10x Banking has revealed that banks across the globe are witnessing as much as a 20% drop in customer retention rates. This is mainly due to slow digital transformations leading to poor customer experience in banking. And guess what? The churned customers are heading to Neobanks – the banks that offer digital banking services and great customer experience. So, legacy banks, at this point, have to start improving banking experiences to stay competitive with the new-age banks. This is something that we’ll be discussing in this article – how to improve customer experience i ..read more

From groceries to vehicles, there’s NOTHING you can’t buy online today! The scope of eCommerce has grown rapidly in the last 4 years. And, of course, the global lockdown had everything to do with it. If we talk numbers, the US eCommerce revenue market amounted to 767.7. billion US dollars in 2021. The same for Europe was 731.73 billion US dollars. Active online shoppers have increased from 225.2 million (2017) to 354.7 (2021). While the lockdown has died down (for good!), the e-commerce market continues to grow! And, why not? Who doesn’t love the convenience of ordering things from the comfo ..read more

A quicker email response time is THE competitive edge you need to be looking into! Even before the advent of Live Chat, emails remained the sole pillar of 24/7 support. And they continue to do so! Emails are asynchronous. They allow customers to send their inquiries at any time of the day. This flexibility suits both – customers’ and support agents’ schedules. Thus, emails are one of the most versatile channels for resolving issues thereby making it a critical factor in customer satisfaction.  For customer support agents across various industries, ensuring a swift response to emails is ..read more

Looking for the best email management software? We’ve got you covered! This blog is all about the What, Why, and the best customer email management software for your business.  Did you know, emails weren’t a thing up until 1971? It is quite a common misconception that email management software is a recent development. Fast-forward to 2023 and approximately 347 billion emails are sent every day. And, by 2026, Statista predicts this will increase to 390 billion emails in a day! Though, however recent, it is the need for every brand and industry. It’s that need that has hopefully landed y ..read more

Did you know customer service apology emails can increase your retention rate?  In fact, the Carey School of Business emphasizes the importance of a genuine apology. It has claimed that only about 37% of upset customers find compensation satisfactory. But, 74% of customers reconsider doing business with a brand after a timely apology. The art of apologizing to customers is an important element of customer service. As a service rep, you aim to ensure only the best experience for customers with your company. And, it starts with validating existing customers’ experiences – positive or neg ..read more

That’s a great initiative you’ve taken right here! You’ve realized that the business you’re about to start or the one you’re currently operating, needs a customer service strategy in place. If it’s the first case, then you’re starting off on the right track. If it is the latter, your business might have delivered poor customer experiences or they could have been a couple of fierce conversations with the support team. And you’re planning to make things right by having a customer service strategy in place. Whatever the scenario be, this blog is all you need! We have covered everything you need ..read more