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Explore expert articles on customer service management, training, and tools to enhance your support team’s performance and customer satisfaction.
People loved watching Downton Abbey for a reason. There was something magical about following the Grantham’s family from the early 1900s and watching the transition from the Edwardian era to World War I. The important part of the series was the change in the British aristocracy.... read more
“But I didn’t get the answer to my query. This is the second time I am calling you people for the same problem. Why don’t you just put me through somebody helpful?” - John shouted at the agent. “We appreciate your endurance and feel sorry for the inconvenience Sir. But this is... read more
Social media has become an essential ingredient of good customer service, but there are some aspects that are specific to certain businesses, and need to be adapted as such. From choosing the best channel and lowering response times regardless of the nature of feedback to keeping... read more
6 minutes
Apr 19, 2016
I’m sure you remember at least one really, really bad story of a customer having a problem and the customer service failing to solve it. The most famous one is the story of Ryan Block who tried to cancel his service with Comcast and the representative did his best not to let him... read more
When you want to help customers on your website, there are basically two ways you can go about it. On one hand, you can sit tight and respond to any questions customers ask, either via phone, chat or email. This is reactive customer service. On the other, you can show initiative... read more
Poor customer experience is more expensive than we think. 78% of consumers won’t make a purchase in your store if they’ve had a bad experience in the past. And, as you can expect, it’s not easy to compensate these customers for it. They will usually need 12 positive experiences... read more
Have you ever imagined what happens with all the customers who found your website, added some of your wares to their shopping carts and then just left? What pushed them to do so? To put it simply, they’ve encountered a step in the buying process that they couldn’t or didn’t want... read more
Many people claim that work isn’t personal but I think that work is as personal as it gets. After all, you spend the greater part of the day working than on any other activity. The money you make, the effort you put in your tasks, the time you spend away from your family. What’s... read more
The way companies and customers interact with each other gets more and more interesting each year. The times when you could contact a company on a single channel only are long gone. Now, a customer contacting a company can pick any channel and expect the same level of service... read more
Online businesses have one of the busiest parts of the year ahead of them. In two days, the Black Friday craze will start. Millions of consumers will rush to score the best deals from major retailers. In four days, we’ll see the same thing for online businesses when the Cyber... read more
When we want to improve, we look for good examples. And if you want to improve your customer service, it’s hard to find a better example than Buffer. Want to learn from the best? See what they do, how they do it and what makes Buffer customer service so darn good. Connect with... read more
We often get asked through our chat if we charge anything for weekend support. It’s always really strange, because it’s business as usual for us. Our team is prepared to handle enquiries 24/7/365 for every customer. We get asked this often because customers are used to having to... read more
You can upgrade your good customer service to great by speeding up your support. After all, fast communication is one of the most important customer service skills. It’s all about scale. Once you get everything right when talking to one customer, it’s time to do it with six other... read more
What makes great customer service? Is it the customer-centric attitude? Is it about changing bad customer experience into a good one? Or maybe it all comes down to motivating and training customer service representatives? Adam Toporek, customer service expert and the author of Be... read more
Do you run a busy SMB and feel the need to graduate from your antiquated business phone to a more fitting solution? Are you feeling a little hesitant to jump into the big bad world of call center software? If you answered “Yes!” to either of those questions, you have come to the... read more
7 minutes
May 12, 2015
