Customer Support

I bet you’ll agree with me on this one: Customers stop doing business with you when they are unhappy. In fact, 68% of customers leave because they believe you don’t care about them. More than that, only 1 in 26 unhappy customers will complain about what they don’t like about your service; the rest will...

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. It’s about the next time, every time. – Shep Hyken No matter if you own a mom and pop shop at a street corner or run a multinational apparel brand, loyal customers are driving your business forward,...

There is no magical pain relief spray to ease customer pain points. Every challenge needs your undivided attention. Period. Online transactions are going through the roof and beyond- In 2019, U.S. online retail sales amounted to 365.2 billion US dollars. This figure is expected to double in the next 5 years, making life difficult for...

There lies an evident gap between satisfied and delightful customers. That gap is called Personalization. So it is Sunday morning, you enter into a coffee shop and get greeted by your name. You sit at your favorite place with your coffee cup which spells your name- ‘Shar-late’. Two sips and a few smiles later, you...

The above screenshot comes from the Deloitte Millennial Survey of 2017 that shows the percentage of millennials reporting that their employers have adopted flexible arrangements. Of these flexible work arrangements, the flexibility of being able to work from anywhere takes the biggest priority. Why? To find an answer to this question let us shave a...

Tough times are inevitable in life and in business. But how you compose yourself during those times defines your spirit and will define your future.” – Richard Branson, Founder- Virgin Group As the world gradually adapts to the current COVID-19 pandemic and more and more people move indoors to practice social distancing, businesses, globally, are...

We all know that customer expectations are high. Guess what is higher? Instances of poor customer service.  Customer service horror stories are spreading like wildfire. It’s a common sight to see your friends complaining about how they had to wait for more than 5 minutes on hold, how they encountered an impolite agent, or how...

There is only one boss: the customer. He can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else. – Sam Walton This statement by Sam Walton is probably one of the best descriptions of the modern market conditions. It pretty much explains the value of customers and gives...

Resolving customer issues on the first contact is the ultimate goal of every organization.  Failure to do so can cause customers to rate a company’s customer service as inadequate. This has implications – statistics show that most customers – 89% – start buying from competitors due to poor customer service experience. You can batter your customer...