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Explore expert articles on customer service management, training, and tools to enhance your support team’s performance and customer satisfaction.
“But I didn’t get the answer to my query. This is the second time I am calling you people for the same problem. Why don’t you just put me through somebody helpful?” - John shouted at the agent. “We appreciate your endurance and feel sorry for the inconvenience Sir. But this is... read more
Social media has become an essential ingredient of good customer service, but there are some aspects that are specific to certain businesses, and need to be adapted as such. From choosing the best channel and lowering response times regardless of the nature of feedback to keeping... read more
6 minutes
Apr 19, 2016
When you want to help customers on your website, there are basically two ways you can go about it. On one hand, you can sit tight and respond to any questions customers ask, either via phone, chat or email. This is reactive customer service. On the other, you can show initiative... read more
Have you ever imagined what happens with all the customers who found your website, added some of your wares to their shopping carts and then just left? What pushed them to do so? To put it simply, they’ve encountered a step in the buying process that they couldn’t or didn’t want... read more
Online businesses have one of the busiest parts of the year ahead of them. In two days, the Black Friday craze will start. Millions of consumers will rush to score the best deals from major retailers. In four days, we’ll see the same thing for online businesses when the Cyber... read more
When we want to improve, we look for good examples. And if you want to improve your customer service, it’s hard to find a better example than Buffer. Want to learn from the best? See what they do, how they do it and what makes Buffer customer service so darn good. Connect with... read more
We often get asked through our chat if we charge anything for weekend support. It’s always really strange, because it’s business as usual for us. Our team is prepared to handle enquiries 24/7/365 for every customer. We get asked this often because customers are used to having to... read more
You can upgrade your good customer service to great by speeding up your support. After all, fast communication is one of the most important customer service skills. It’s all about scale. Once you get everything right when talking to one customer, it’s time to do it with six other... read more
Do you run a busy SMB and feel the need to graduate from your antiquated business phone to a more fitting solution? Are you feeling a little hesitant to jump into the big bad world of call center software? If you answered “Yes!” to either of those questions, you have come to the... read more
7 minutes
May 12, 2015
When clients need to contact a company’s support, they always want to hear the yes answer to all their requests. But that’s not always possible, is it? We all take denial very seriously. It can cause an emotional, or even childlike response. We shout, hang up and threaten to... read more
Great communication choices utilised by marketers should also be part of good customer service. Being official or casual is just the tip of the iceberg of possibilities and different approaches should be applied ad hoc, ones that are well defined and flexible. Characteristic... read more
7 minutes
Aug 21, 2012
In order to thrive in today's volatile economy, it's imperative to manage customer service departments with care and finesse. Tony D'Amato, portrayed by Al Pacino in "Any Given Sunday", is a prime example of a man making excellent choices in team building and leadership. Any... read more
Gamification: the use of features and concepts (e.g. points, levels, leaderboards) from games in non-game environments, such as websites and applications, in order to attract users to engage with the product. - McMillan Dictionary Customer service: all interactions between a... read more
5 minutes
May 7, 2012
