Choose the Best Customer Support Channels for Your Growing Business

Choose the Best Customer Support Channels for Your Growing Business

Ask customers about their go-to support channels for contacting any business, and you are likely to get ten different answers- Ryan – “Hey! I love talking to service reps over the phone. Makes me feel like somebody is out there to help me.” Lisa– “As a working woman, live chat works perfectly for me. I...
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Customer Service Analytics: Use Cases, Metrics, and Tools

Customer Service Analytics: Use Cases, Metrics, and Tools

The amount of data that we are generating can blow anyone’s mind.  Every single day, quintillion bytes of data is generated. To get things into perspective, quintillion has 18 ZEROS. (still proud of your phone memory?) Modern customer service teams are no different. They have become data factories that are pumping out information at a...
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10 Tips for Handling Customer Service During the Holidays

10 Tips for Handling Customer Service During the Holidays

Santa brings presents for people but problems for customer service reps. Well, it is that time of the year when people shop till they drop and customer service volume sees a sharp rise.  More than $40 Billion dollar worth of items bought online during this year’s holiday season will be returned to stores.  Amidst all...
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When to Switch from Email to a Help Desk Software

When to Switch from Email to a Help Desk Software

Our daily work routine revolves around emails, in fact, hundreds of them. But have you ever thought – why do some people call it ‘The Snail Email’?  Let’s be honest, email is slow, lacks advanced features, and was never designed for team collaboration. It’s not surprising that entrepreneurs across the globe are complaining about inbox...
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How to Build Personal Connections with Your Customers

How to Build Personal Connections with Your Customers

Good products and services are not enough to wow your customers and retain them in the long term. You need to go beyond that and form meaningful connections with your customers to retain them and turn them into loyal brand advocates.  But, how can you do that? An important factor in building lasting customer relationships...
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10 Latest Customer Service Trends for 2021

10 Latest Customer Service Trends for 2021

As an entrepreneur, you must have got that sinking feeling when nothing goes your way and a huge question mark looms on the survival of your business?  Well, this feeling pretty much sums up 2020 for most businesses.  However, the good news is that dark clouds always clear away and the sun shines bright again. ...
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How to Set Up Your Help Desk Software

How to Set Up Your Help Desk Software

We all know that investing in a good help desk is a boss move. You can encourage team collaboration, resolve issues faster, and deliver top-notch customer service with absolutely no hassles.  But what about the next step? How do you set up your help desk for optimum productivity? If you think that setting up your...
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7 Ways to Improve Your Customer Service Team’s Productivity

7 Ways to Improve Your Customer Service Team’s Productivity

How important is good customer service to the bottom line of your business? Well, according to a 2011 survey by AmEx, one happy customer tells, on average, nine other people about their experience. So if you can make one customer happy every day, that means you can get around 2,250 referrals from people who absolutely...
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Your Guide to the IT Infrastructure Library (ITIL)

Your Guide to the IT Infrastructure Library (ITIL)

Are you struggling to improve your IT operations? Are customers unhappy with the quality of your IT services?  Well, in that case, ITIL can prove to be a business saver. Historically, IT has always been undervalued. The IT department is simply considered responsible for managing information technology systems without having any impact on a company’s...
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