When was the last time you reviewed your customer service processes? Let me guess – when you first set up your support team… 5-6 years ago? Well, a lot has changed since then, so it's time for an update! To help keep you up to date, we surveyed more than 60 customer service managers to get their take on the latest upcoming customer service trends – and the results might surprise you. ? Leading the way is AI and automation, where 58% of customer service managers expect it to be the big customer service trend in 2024, followed by self-service support, personalized experiences, and proactive sup ..read more

Artificial Intelligence (AI) is all the rage these days. The integration of AI into business operations has (literally) changed the world forever. However, there's a crucial element that determines the success or failure of AI initiatives. And it’s not taking puny humans out of the picture, as you might have thought. ? It’s high-quality data! Simply put – it’s the data that makes AI work like magic. Whether it's streamlining operations, enhancing customer experiences, or making strategic decisions, the AI strategy is directly linked to the data strategy. In this article we will take a closer l ..read more

Do you still think customer support is just a phone line or a ticket helpdesk? Well, it’s time to think again. We are deep into the era of multi-channel support. According to research by Forrester, at least 62% of your customers want to engage with your brand across multiple support channels, and 88% of all customer support experiences now touch multiple channels. Multi-channel support isn’t just good for your customers, though. The companies that are already using it are thought to enjoy 10% year-on-year growth. Making the effort to improve the transitions between your different support chan ..read more

Just like the internet, the Artificial Intelligence (AI) technology has been around for many years. But it wasn’t until quite recently that ordinary people – like you and me – started to use it for their everyday needs. The internet technology first appeared in 1969 in the form of Arpanet followed by a string of inventions and transformations. But it was not used by the general public until 1993 when the World Wide Web was launched into the public domain allowing even non-tech people to browse information online. AI too existed since 1950s but only in the tech/programming communities, going th ..read more

In order for you to provide the best customer service, it should all be delivered by highly trained, elite-level customer service reps, right? You’d think so. But that’s not always true! In fact, the fastest-growing companies are using the power of automation to not only reduce costs but actually improve the way they deliver customer service. According to a study by McKinsey, organizations that opt to revamp their customer experience with the help of technology can expect to see outsized returns of up to 40% across cost reduction, customer satisfaction, and growth. Source: McKinsey In this ar ..read more

As someone working in customer service, what is your north star guiding your everyday tasks? You know it’s somewhere along the lines of helping customers – but do you know how, exactly? Your goal is to help customers get their problems solved along the path of least resistance. Even a small inconvenience, like an extra click or redirecting customers to multiple pages to locate an email address, can significantly impact customer satisfaction. In this article, we're exploring 7 tips to providing excellent customer service with the help of SuperOffice – all without sacrificing extra time or energ ..read more

Do you know how to choose the right customer service software for your business? No? It turns out you’re not alone. ? A staggering 50% of enterprises waste as much as 10% of their entire annual operating budget on SaaS products they don’t use or that don’t meet their needs. To help you avoid wasting your time, resources and budget, we’ve put together a guide to help you. Read on to discover exactly how to avoid the 5 common mistakes buyers make when choosing customer service software. Before you start: put your customers first When it comes to customer service, it’s all about serving your cust ..read more

Typically, sales managers find it easy to see the benefits of adopting a Customer Relationship Management (CRM) system. They appreciate that in CRM their sales data is going to be stored centrally and presented in an easy-to-follow format, allowing them to monitor sales processes, staff performance and, as a result, optimize selling. But what about average rep in B2B sales? More often than not it is them who are not all “happy-go-lucky” about CRM in the beginning. Sales people often see CRM as another tool, as more work and just another way for their bosses keeping track of their work. It ..read more

Making customers happy is a skill, keeping customers by your side is an art. Walt Disney once said: “Do what you do so well that they will want to see it again and bring their friends.” Average companies lose 10-25% of their customers every year. Meanwhile, 65% of their revenue comes from existing customers. The smartest companies want to be more than average – and fixing customer churn problems is a great place for them to start. This is because increasing customer retention rates by just 5% can have a huge impact on profits of anywhere between 25-95%. It’s a lever that every company should ..read more

You've built a skilled customer support team that embodies your brand's values and consistently delivers high-quality customer service. Satisfaction scores are climbing, positive reviews are pouring in, and new customers are signing up. That’s great news! ? However, a persistent problem lurks beneath the surface – customer churn. ? Despite your team's best efforts, customers, even seemingly satisfied ones, are leaving at the end of their contracts. You ask yourself, "What're we doing wrong? How can we make our customers stay?" The answer may lie not in what you're doing, but in how your custom ..read more