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5 Best practices in building a knowledge base for customer self-service

Yes, your customers want to solve issues on their own. And that’s why you need to build a knowledge base. A Nuance report says that around 90% of consumers have used a self-service system to find solutions to their issues. In addition, an estimated 67% of shoppers prefer this over talking to a customer support […]

3 Lessons you should learn from customer churn

Customer churn is one of the biggest nightmares of business owners, but you can turn it into a learning experience. No matter how popular your brand is, losing customers is something you can’t avoid. But instead of panicking and worrying incessantly when your customers start leaving, you need to face the situation with an open […]

4 Tips for building a more collaborative call center

If your call center rewards employees’ individual achievements more than team success, it’s time to take a step back and re-evaluate your workplace engagement techniques. As productivity-driven companies, most contact centers encourage agent productivity by rewarding individual employees’ exemplary performance. Agents are asked to end calls within a set time limit, handle an x number […]

3 Obsolete customer service techniques you should abort

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? 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 can't separate company branding and customer service

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 […]

The 4 types of shoppers and their customer care preferences

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 […]

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