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…
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…
