Are your customer support requests piling up? Convinced that the only way to ease the burden on your team is to hire more agents? As your business continues to grow, building a sustainable support strategy is all about finding ways to do more with less. So before you go investing in new hires, try out these ways to scale your support capabilities. TL;DR Resource management tools help support teams to stay ahead of increasing complexity by creating more efficient (and enjoyable) customer interactions. Put your knowledge first with self-service So your business is growing and acquiring more cus ..read more

Today, more and more business leaders are talking about customer experience and prioritizing it as one of their key investments. If you’re new to the CX world, this guide covers everything you need to know about customer experience. We’ll explore what it is, why it’s important, how to measure it, and how to improve it. What is customer experience? Before we dive into the depths of customer experience, you first need to understand what it actually is. Customer experience (CX) refers to a customer’s overall perception of your brand based on their interactions with it. These interactions can inc ..read more

TL;DR The less time customers spend waiting in a queue or being stuck on hold, the happier they’ll be. You can increase agent headcount to help reduce wait times, or you can streamline your current processes to be more efficient. When it comes to customer service, support speed is key. Customers will likely give up on a call or contact form if they have to wait too long for a response. They may even decide to take their business elsewhere. Your first instinct might be to hire more agents, but what if you could increase efficiency without the added headcount? Why customer response time matters ..read more

Customer service has changed dramatically over the years. A decade ago, the only way customers could get in touch with support was over the phone. Today, customers have more options than ever before. With text, social media, email, and live chat now available, customers want to communicate in whatever channel is most convenient to them. They also don’t want to repeat any information if they have to switch channels – which ,32% of consumers reported as the biggest pain point of the support process. This expectation for uninterrupted interaction across channels led to the rise of ,omnichannel c ..read more

Guest post by Annette Franz, CCXP; founder + CEO, CX Journey Inc. Customer service is not only an important part of the customer experience but also of the success of a business. Get it wrong and a lot of other pieces of the customer experience and the customer relationship with your brand might (will) fall apart. According to Microsoft, 96% of consumers around the world say customer service is an important factor when it comes to brand loyalty. So how do you ensure that the experience with the contact center, regardless of channel, is a good one? There’s a powerful tool and process to help y ..read more

By Elad Eran, Founder and CEO of Wix Answers We’re living in a golden age of customer support. In the past five years alone, support capabilities have taken a giant leap forward. With ,AI, automation, and real-time analytics, companies today can offer an unprecedented degree of fast, personalized care. And yet, many organizations still rely heavily on phone support. While phones are an important piece of a support organization’s toolkit, they shouldn’t be your primary option. Customers are demanding faster support Today’s consumers want everything now. They’re used to instant messaging, insta ..read more

Guest post by Annette Franz, CCXP; founder + CEO, CX Journey Inc. I mentioned in my last post that customer service is not only an important part of the customer experience but also of the success of a business. Get it wrong and a lot of other pieces of the customer experience and the customer relationship with your brand might (will) fall apart. And I introduced a tool and process that you should use to ensure you understand the support experience and are able to design and deliver a better experience going forward: journey mapping. In this post, I’ll guide you on the path to journey mapping ..read more

Whether they’re buying new sneakers, renting a car, or downloading an app, customers trust online reviews and customer advocacy more than anything else. Social proof is without a doubt the most powerfully convincing factor and the first thing customers search for when making any purchase. This is true for individuals buying a product as well as a business thinking about adding a tool to their tech stack. When ,79% of people trust online customer reviews as much as personal recommendations, creating trust in an increasingly digital world is incredibly powerful. Depending on your industry, this ..read more

The past two years have been challenging for customer support teams. On top of increased customer demand, they’ve also had to navigate ,remote processes, manage growing workloads, and battle burnout. This new reality has pushed customer support agents to the edge, causing many to throw in the towel and join the Great Resignation. What is the Great Resignation? The Great Resignation, or “the big quit,” refers to the nearly 40 million American workers who have resigned from their jobs since last spring. According to the US Bureau of Labor Statistics, ,3.8 million people quit their jobs in April ..read more

Imagine having an agent that provides 24/7 customer support. They also handle multiple tickets at once, communicate feedback within seconds, and predict customer behavior trends before they even happen. The good news is that this type of support actually exists. Meet ,Spotter, a first-of-its-kind AI customer care manager. When you see the word “AI” you might think of an automated voice machine or chatbot. But these basic support functions don’t even come close to what Spotter can do. Spotter is a unique feature of Wix Answers’ ,help desk software. It constantly works in the background to keep ..read more