October 11, 2022
When Digital Channels Make Your Customers Happy
‘This digital channel doesn’t work for us!’ So said a manager to me once. I remember that he was so reluctant to integrate live chat as a new digital customer service channel that he literally boycotted it. In fact, he ran a ‘pivotal test’ of…just 7 days to end up with the above conclusion. Three…
September 6, 2022
What Are You Doing To Make Your Customers’ Lives Easier?
Even though today we’re equipped with incredible technology, our lives are not easier. In fact, on one hand, we can instantly get in touch with anybody, but at the same time getting solutions is not faster than it used to be! As customers, we all know it very well when we ask for support but…
August 2, 2022
Why Your Customer Support Needs To Be More Proactive
Like it or not, we live in a world where speed matters. As customer support conversations flow more and more over digital channels, it’s no wonder that saving or wasting time makes a huge difference. That’s why smart organizations have realized that being proactive is key to delivering excellent customer experiences consistently. So how can…
July 5, 2022
Bad News? How Do You Inform Your Customer?
Nobody wants to disappoint others. Nevertheless, there may be some situations where you know you do it because something unexpected happened. That’s the moment of truth since how you inform your customer can make or break the experience. Here’s a vivid example to inspire you.
June 7, 2022
When Your Customer Service Staff Want To Leave [Video]
You have been leading a support team for some years you may expect sooner or later to have a turnover. In fact, some customer service staff may want to leave the company to pursue new career opportunities – and that’s normal. However if the churn rate grows and involves your best collaborators, it’s a sign…
May 10, 2022
Why Phone and Live Chat Channels are Siblings
In the race for Digital Customer Service, many organizations have added new channels in the last few years. Some had set clear goals, others instead had ‘hoped’ that their assumptions came true. Unfortunately, most of the time they just didn’t. Today, after the pandemic rush towards digital channels, it’s time for many companies to sit…
April 5, 2022
What Are Your Customer Relationship Values?
Before you may think about money or ROI reading this title, let me set the record straight. I’m going to walk you to the next level which at first sight may seem less tangible, but it’s exactly the opposite. I’m talking about the link between your company culture and customer relationship values. Are you curious?…
March 8, 2022
3 Digital Support Sore Points To Get Rid Of
‘We’ve realized that we need to be more focussed on our customers’ needs.’ When I hear such an expression from some managers, I have to admit that I have mixed emotions. On one hand, I appreciate humbleness. On the other, I ask myself where did they live for the last 5 years? That’s why it’s…
February 8, 2022
Less Social, More Customer Service Please
While messaging and video are on the rise, social media is getting old. The main reasons? Time flies and most early adopters are not kids anymore, and youngsters prefer apps because they consider social media as boring. Such a shift in the last 2-3 years wasn’t nearly as fast though, from an organization’s standpoint. In…
January 5, 2022
How Do You Hire Your Customer Service Team? [Video]
Choosing the right people for your customer service team is vital. This is more true than ever, as the volume of digital conversations has soared in the last two years. Nevertheless, when it comes to hiring people, internally or externally, accuracy is often being underestimated; especially its direct impact on overall customer experiences. Therefore, once…
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