Recently, a frustrated customer decided to cancel his association with Comcast and dialed the customer care number. But nothing could have prepared him for what happened next. He was placed on hold and forced to wait for nearly three-and-a-half hours….
Online chat support has become one of the most crucial components of customer service strategy followed by companies these days. With proper integration of chat function into business processes, the organizations can not only save costs but also enhance productivity….
In an industry where customer is the king, the only way businesses can stay ahead of the curve is by adapting to every changing customer expectations. This includes letting the customers select the way they want to get in touch…
“By 2020, customers will manage 85% of their relationship with enterprises without interacting with a human.” – This was one of the boldest predictions that was made during the latest Gartner’s Customer 360 summit. These numbers are huge enough to…
With the power of information on their fingertips and patience levels at an all time low, 50% of today’s customers want quick solutions and answers to their queries, reveals a global survey conducted by Zendesk. Now the question is, will…
Call center outsourcing industry’s expansion is driven by innovation and global competition. In the last few years, the industry has witnessed a 4.4% growth with revenues crossing $140 billion. However, 2017 augured poorly for call center outsourcing industry that was…
2018 is round the corner and businesses can expect to see continued investment is automation and self-service as they are now geared towards enabling customers to do direct transactions and interactions themselves. Needless to say, this kind of shift in…
Technology is influencing our lives in more ways than we cared to notice. From the alarm that wakes us up, to the reminders that we set on our smartphone, there is no end to the little things that automation is…
For long, customer support teams have relied on customer satisfaction (CSAT) scores for tacking the effectiveness of the service delivered. But is it enough? Has it helped customer services leaders to effectively identify the areas of improvement? The answer is…
Putting the right tools and strategies for customer service in the hands of agents is an excellent method to guarantee increased customer satisfaction. Often however these tools and strategies are much more than just implementing a software or providing specific training…