When it comes to contacting customer service, most people are used to speaking to a real human, who can answer their questions and help them find solution to their problems. But every once in a while we stumble upon a software which sends us automated emails and helps us find solutions on our own. This automation is not for everyone […]
When it comes to home-office agents, most employers take this position – it is difficult enough to supervise and coach an in-house team of agents, who are as close as the next room, not to mention if they are fa away, working from home. The modern situation, however, shows that home-office agents can be as effective (if not even more) […]
Despite looking kind of simple, customer service is a multilayered process with a lot of specifications. The reason is customers evaluate differently what is good customer service and what is not. Of course, finding a solution to their problem is one of the most important things, bud good customer service isn’t simply solving a problem. Quick reactions, good timing, punctuality, […]
Although it is one of the most neglected parts, the customer service is actually one of the most important elements of a business, and its development and growth are inseparable part of every company’s way towards success. The statistics are devastating, according to a recent survey 78% of customers refuse to make an intended purchase, due to bad customer experience […]
After we shed some light on what the self-service channels are, it is time to look at some wrong practices, which can quickly turn their benefits into negatives – a moment that is too often neglected and even more often a result of unconsidered self-service channel implementation.
Unintuitive interface
How many pages your customers should navigate through, to find the information they […]
In the era of Internet and technological advancement, there ways people can get information about everything are quite many. This is why, it’s not a surprise most companies create the so called self-service channels, which let their customers find information or solution to a problem they have with a product of the said company, different than actually calling a customer […]