How to Improve Customer Experience Using Employee Feedback

How to Improve Customer Experience Using Employee Feedback

Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time. Gathering data from customers helps to improve their service experience as well. On the contrary, employee feedback is often ignored by...
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Tête-à-Tête with Annette Franz, The Customer Experience Veteran

Tête-à-Tête with Annette Franz, The Customer Experience Veteran

Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers. Customers prefer brands that delight them with excellent customer service and faster issue resolution. Here’s a...
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Follow These Rules for Great Customer Service

Follow These Rules for Great Customer Service

Do you run away from the questions of your customers?  Do you feel you are incapable of delivering good customer service?  Are you witnessing a steady loss of customers?  If the answer to all these questions is “yes”, your business is surely in big trouble, my friend! It’s high time you realize the value of...
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These 5 Trends Will Define Great Customer Service

These 5 Trends Will Define Great Customer Service

More than half of 2020 has passed and emerging trends in customer service show that more and more businesses are getting stronger on this front. 96 percent of consumers across the globe say customer service is an important factor in their choice of loyalty to a brand. This implies no business can ignore the value...
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Understanding Consumer Psychology for a Delightful Customer Service Experience

Understanding Consumer Psychology for a Delightful Customer Service Experience

As a business, you need to learn that there is a strong relationship between customer service and consumer psychology. Humans have varied emotions and more complex minds. When you comprehend the needs and feelings of your customers, offering them fantastic customer service experience becomes a cakewalk. Businesses delivering excellent customer service experience know about their...
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How to Communicate with Customers Effectively

How to Communicate with Customers Effectively

Effective communication lies at the heart of long-lasting customer relationships.  A single personalized message is powerful enough to make customers your life-long fans. On the other hand, a delayed response has the potential to make them turn to your business rivals.  With the current explosion in customer service channels, businesses are struggling to meet customer...
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Why Bug Reporting Software is Better than Email?

Why Bug Reporting Software is Better than Email?

Is a bug reporting software the next step in the evolution of customer service or an unnecessary tool that doesn’t need to replace the standard email inboxes?  The answers may vary here. People may have mixed opinions on bug reporting software and standard email inboxes. With the way things are going, emails will be obsolete...
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15 Help Desk Metrics to Improve Customer Support

15 Help Desk Metrics to Improve Customer Support

Did you know that 40% of service desk professionals fail to measure key business value metrics?  If you don’t know your numbers or don’t have the right data up your sleeves, can you really take long-term strategic decisions?   Remember whether you are a decade-old business or have newly formed your customer support department, you must...
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7 Reasons Your Business Should Start Using a Shared Inbox

7 Reasons Your Business Should Start Using a Shared Inbox

How many times have you lost your temper when contacting a customer support agent? Lost count, haven’t you? Well, according to recent studies, 75% of customers agree that it takes ages to connect with a live agent. The study also reported that a majority of Americans didn’t go through with an online purchase due to...
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