Company Culture is an important aspect of incredible customer experience.…

In today’s digital and tech-driven world, customers expect slightly more than excellent support. Bad customer support can have adverse side effects, whereas a good customer experience can boost your brand image.

Customer support teams work day and night to meet all customer expectations. Agents need to provide fast, reliable, and quality support. When customers are satisfied with a brand, they tend to refer it to other…

2020 brought certain levels of uncertainty and unpredictability to our lives. Businesses across the world will be feeling its impact for the foreseeable future. Changes once considered temporary have become a necessity.

For customer support teams, this might feel a little daunting. As they struggle to meet the challenges and expectations, support teams continue to see record engagement from customers. As online customer support became more important, support teams worldwide have…

Customer service is not limited to delighting the existing customers anymore. Its significance also lies in drawing in new customers and retaining them for the long term. Nowadays, customers have become increasingly impatient, and they expect a quicker response from brands. If the response time is higher, customers are more likely to switch to other businesses.

A poll conducted by The Social Habit shows that while…

“Excellent customer service is the number one job in any company! It is the personality of the company and the reason customers come back. Without customers, there is no company!” This quote by Connie Edler is enough to tell us the importance of providing excellent customer service.

As customer demands evolve, it keeps getting difficult for companies to balance customer needs and their own goals. This is neither good for companies nor good for their customers. Customers who do not get…

A Wiki-guide on Help Desk Ticketing Systems

Every business aims to provide the highest possible quality of customer service at the lowest possible cost. Experts argue that cost and quality are the two primary aspects of customer support. Therefore, it stands to reason that cost and quality must be measured on an ongoing basis.

Constant analytics and optimization are a must when it comes to providing customer support. But tasks like decluttering emails, complicated searches,…

15 years ago, the average consumer typically used two touch-points when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch-points with nearly 50%…

Many companies suffer from modern-day problems in this high-paced world of business. Problems like customer retention and gaining customer trust continue to hinder businesses’ progress, now more than ever. Companies are already spending an extraordinary amount of resources on delivering the best for their customers. Staying ahead in the market and adjusting to the newest trends has become more important.…

IT service desks are one of the major drivers of customer experience. Service desks are an entry point of contact for all users, where service providers receive the demand for incident resolution and service requests.

Nowadays, self-service portals and chatbots are at the peak choices in handling user issues. IT service desks are a primary point of engagement between users and service providers for day-to-day…

According to a survey, 85% of experts agree that customer service determines the growth of their business.

Especially in 2020, since the pandemic hit the world, customer service departments have been tested like never before. The year put a spotlight on contactless customer service as brands grappled with an influx of complaints and calls.

In 2021, tech-oriented customer service has become the bare minimum. Brands that follow the latest customer service trends can…

Providing an excellent customer experience is paramount to a company’s reputation. According to a survey of 15,000 customers by PwC, it was found that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions.

Another study states that 67% of customer churn is preventable if companies resolve issues the first time they occur. 77% of Americans feel more positive about brands that…

As of 2020, even those of us who didn’t rely on gadgets to do our jobs have had to. The future arrived and made itself obvious. How it arrived is questionable. But without digressing further, let’s dig into the means of communication we use and what we should know about it.

For Apple’s iPhone users, iMessage has been popularly end-to-end encrypted. But that only works when everyone on the chat is on the iPhone. That green bubble text is not encrypted. And before you get into a…

As the year 2020 unraveled, businesses struggled with a constant influx of customer complaints. Brands faced a wide range of disruptions to their operations. Customer service departments were forced to adapt quickly to uncertain situations and were tested like never before.

“58% of American consumers say that they will switch companies because of poor customer service.”…