3 Obsolete customer service techniques you should abort

angry businessman crumpling paper

Every now and then, we’re seeing new customer service trends that are shaped largely by technological innovations. How well is your call center adapting to these changes?

dead customer service rep in call center skeleton cobwebs

To meet customers growing demands, your contact center must ensure that the strategies it employs are convenient and efficient. It’s not enough to merely run an omnichannel approach. You must also make sure that your platforms and techniques are geared to meet the needs of your clients. Read More

You can’t separate company branding and customer service

close up smiling lips female call center rep

A shallow understanding of what branding is will cause you to focus on its more superficial aspects: your marketing catchphrase, logo, or how your website looks. But your brand identity goes way beyond all these things.

When we talk about company branding, we’re talking about what people immediately think about when they hear your brand’s name. And there are plenty of things that can influence their notions. More than your logo and slogan, your branding is the sum of customers’ experiences with you and their expectations from you. Read More

The 4 types of shoppers and their customer care preferences

woman thinking hard holding credit card

Do you understand how your customers are making purchasing decisions? And if so, are you using this knowledge to improve your brand’s customer support?

Customers have largely differing purchasing styles. These, for the most part, can only be explained by consumer psychology. Behavioral psychologists are trying to uncover the cognitive processes that explain why people buy what they buy, when they buy them, and even how they prefer to make the purchase. Also part of this subject is how customers respond to various marketing and customer support strategies. Read More

5 Reasons why it has become harder to please customers

frustrated customer service agent crying into call center headset

If you think it has become harder to make your customers happy these past couple of decades, you’re right. The rise of the modern consumer necessitates a greater effort from brands so they can keep meeting people’s changing demands.

In 2016, the American Customer Satisfaction Index (ACSI) released a report saying that it has become more difficult for US retailers to keep customers happy. They discovered this after interviewing more than 9000 customers via email between November and December 2015. ACSI then found that customer satisfaction slid by 2.6% since 2014. Read More

4 Common conflicts between brands and customer support providers

middle aged business executives partners locked in arm wrestling

Just like most business partnerships, conflicts are unavoidable when you’re working with a call center. However, they don’t necessarily mark the end of your relationship.

As much as you’d like to lead a perfectly harmonious relationship with your customer service vendor, this won’t always be the case. You and your provider may not always agree with each other, or you may debate about some aspects of your arrangement. Read More