How you take care of your customers determines the growth and success of your business. Studies show that a consumer’s decision to buy a product or service not only depends on price and product quality but on customer satisfaction as well. It’s not surprising that the biggest companies in the world invest so much in tools and methods that help establish strong and effective customer relationships. Good telephone customer service is more than just answering queries and managing complaints. It’s also about genuinely connecting with your customers and understanding their needs. It ..read more

Talk to any marketing manager and they’ll tell you the importance of the creation and maintenance of customer touchpoints. Email marketing may sound like an old hat but it’s one of the easiest and cheapest ways to maintain connections with clients and customers. Email marketing tools help to curate & create engaging campaigns so you can create meaningful connection with customers at the touch of a few well-placed buttons.  The number of direct email software available makes writing and reporting direct emails a simple and fun experience for your team. Let’s take a look at how EDMs (o ..read more

If you build a B2B email marketing list full of useful contacts and potential leads, your business will be better able to communicate with your audience and increase your conversion rate. Here’s how your business can attract more email subscribers. Can I buy B2B email lists? In a word, no. Email list providers do exist in the market, but explicit agreement from the user is legally necessary to send them marketing emails. Also, purchasing email lists isn’t a sustainable way to build a successful email marketing program; these lists do not necessarily contain people who have interacted with your ..read more

No matter how great your product or service is, complaints are bound to come up occasionally. Here’s how to manage and learn from customer complaints. Why should you review and improve your complaints policy? If you handle customer complaints proactively, you will: Enhance your brand reputation. Boost customer satisfaction, and as a result, customer retention. Be able to identify, and then rectify, key areas of improvement for your business. Respond to complaints quickly Be responsive and act quickly to deal with complaints. Keeping customers waiting on hold to talk to someone or waiting se ..read more

Feeling the post-holiday blues? Us Kiwis have been lucky to have exceptionally good weather over January in 2022, and the opportunity to reunite with loved ones from all over the country as public health restrictions have eased. So, this working year might be feeling harder to crack into than most. Here’s some advice to help you get back in the swing of things. Get your sleep back on track Sleep routines tend to get dropped when you’re not at work, or if you’re travelling. When work starts again, your body clock might be very confused! Try to stick to your usual bedtime in the week leading up ..read more

Christmas time can be hectic for even the most competent customer service teams! Retail companies in particular are often dealing with overwhelming call volumes as not-quite-right gifts are returned or exchanged. Here are our expert tips for better customer support experiences over the holiday period in New Zealand. Make sure your customers know if your hours are changing over the break Keep your audience informed via email marketing, website banners and social media platforms about any operations changes and how best to reach your company should they need any assistance. Managing expectation ..read more

As Covid-19 lockdowns and public health measures in New Zealand (and globally) have pushed millions of people out of their offices to work-from-home setups, several companies are considering a permanent move to remote working. Why? And is it a good idea? The advantages of remote working Switching to remote working is a cost-saving exercise for employers According to recent data from the US, office vacancy rates are over 16% as of August 2021, and this rate will be higher in New Zealand due to our ongoing ‘work from home’ policies. Office rental is expensive – in an uncertain economy, it certa ..read more

Social media is an important way for businesses to engage with their target audience. Figuring out the best ways to manage your company’s social media accounts can be a frustrating process, especially as algorithms are evolving and new social platforms are popping up everywhere. We’ve put together a few tips for helping your brand stand out on social media to guide you in the right direction! Understand your brand and target audience Take time to figure out the tone and messaging you want your brand to use on social media, how you are going to adapt it to your target audience. Your brand ‘voi ..read more

Here’s how an outsourced call centre can take your customer experience from average to awesome and foster ongoing loyalty to your business. Outsourced call centres enable your business to provide 24/7 support with minimal hold times Studies have shown that customers who have a complaint handled in less than ten minutes are more likely to make further purchases – timing matters! Outsourcing to a 24/7 contact centre means your customers would still be able to access at least basic contact functions at all times if you are using an outsourced call centre. Third-party call centres are also proper ..read more

Call centre outsourcing is becoming an increasingly common strategic business decision for New Zealand companies. It enables businesses to manage their customer service functions through a third-party provider, often called a business process outsourcer (BPO). You can use outsourced contact centres for inbound and outbound contact and call services, lead generation, helpdesk services, sales order fulfilment and product research. Here are some of the benefits of using other companies to run your call centre and customer helpdesk services: Outsourcing customer support services allows you to foc ..read more