Customer Support

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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Live Chat vs Phone Support: Which is Better for Your Business?

Live Chat vs Phone Support: Which is Better for Your Business?

In one of its studies, American Express discovered that for more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone. However, the tables turned when Econsultancy discussed how 79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and...
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50+ Customer Experience Statistics for 2021

50+ Customer Experience Statistics for 2021

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! This definitely gives you the motivation to focus more on creating a delightful experience for your customers. Undoubtedly...
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The Complete Customer Service Training Guide

The Complete Customer Service Training Guide

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. You need to take into account their expectations, needs, and final feedback for your services...
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