7 Metrics to Measure Customer Satisfaction

7 Metrics to Measure Customer Satisfaction

Numbers don’t lie. They are the unshakable foundation on which you build concrete strategies to help your business achieve profitable goals. Numbers help you reflect on how your business is performing and if your efforts are reaping the benefits you expected. That’s not all. They even help you understand if your customers are satisfied or...
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Why Customer Service is Your New Marketing Strategy

Why Customer Service is Your New Marketing Strategy

For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. While the former helps businesses promote and sell their services based on industry research and advertising, the latter offers assistance and advice to people already using a brand’s product or service. But lately, both customer service...
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How to Use Live Chat in Your Sales Funnel

How to Use Live Chat in Your Sales Funnel

We’ve seen live chat in action as the customer service and support tool. But lately, it’s evolved and grown. Other than connecting with users and engaging them in real-time conversations, it can also capture qualified leads and increase conversions. And that’s just the tip of the iceberg. Live chat leveraged as a sales tool not...
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How to Improve the First Contact Resolution

How to Improve the First Contact Resolution

When almost 60% of customers believe that waiting on hold for a minute is too long, then imagine how a customer-obsessed CEO, Jeff Bezos, must have felt after waiting for more than four minutes to get on line with its own customer service team? Honestly, your customer won’t wait so long and they don’t just...
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Customer Loyalty Program: The Ultimate Guide

Customer Loyalty Program: The Ultimate Guide

“How do we get to retain customers for our brand?” “Where do we start?” If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. Before turning into global names, brands like Starbucks faced the same challenge. But with the awesome customer loyalty programs in place, they’ve successfully...
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How to Meet & Exceed Customer Expectations

How to Meet & Exceed Customer Expectations

Customers are getting smarter. They know that their experience today won’t be the same as yesterday. That’s why customers have higher expectations from you. They want more personalization during their experience with your brand. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization. That’s...
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How Live Chat Helps You Shape Customer Journey

How Live Chat Helps You Shape Customer Journey

Imagine being in your customers’ shoes. You’ve landed on the website due to a certain search query and find the product you need. You add it to the cart and are ready to check out. But the moment you reach the checkout page, you realize that you don’t have an account and are requested to...
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40 Best Customer Service Books We’d Recommend to Support Operators

40 Best Customer Service Books We’d Recommend to Support Operators

“People don’t care how much you know until they know how much you care” – Theodore Roosevelt It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what...
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The Complete Glossary of Common Customer Service & Support Lingo

The Complete Glossary of Common Customer Service & Support Lingo

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. That means being consistent at learning and acquiring knowledge can help operators shape a customer’s journey better. But, where to...
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