Can E-Commerce Stores Survive Without Live Chat?

As today’s society moves rapidly towards an even more digitized age, the e-commerce industry continues to grow and develop at a proportional rate.  Many businesses are starting to go completely online or develop an online section. One of the key struggles for online businesses is to stand out from the competition and catch the attention of potential customers. Continue reading Can E-Commerce Stores Survive Without Live Chat?

The Best Way to Achieve Customer Focus – Jeff Toister

Everyone wants a customer-focused team.
Imagine a group of employees who are so obsessed with customer service that they work hard to solve problems, give extra effort, and always seem to do the right thing.

You probably know of a few companies where employees are like that. So what’s their secret?

Continue reading The Best Way to Achieve Customer Focus – Jeff Toister

When it Comes to Customer Service, Be a Leader – Shep Hyken

This week we are sharing a guest blog from New York Times bestselling business author & customer service expert – Shep Hyken! 
Shep illustrates what it takes to be a leader in customer service with a great story about an encounter he had with an airline Pilot. Kelechi Okeke

Continue reading When it Comes to Customer Service, Be a Leader – Shep Hyken

Why Live Chat Is A Viable Customer Service Channel

There are plenty of ways that the internet has revolutionized doing business. It has changed the way businesses recruit best-fit candidates, thanks to online job postings. It’s even changed the way we work, allowing employees to be flexible not only with their location but with their hours. Customer service has been affected too, giving customers more freedom and channels to reach out to businesses with questions—and get immediate answers—through services such as email, social media, and live chat.

Continue reading Why Live Chat Is A Viable Customer Service Channel

Data-Driven Customer Experience: Forbes Insights

In today’s very competitive business stage, customer interaction with brands has become richer and more engaging thanks to big data and analytics. Delivering a great customer experience now requires having good individual insights on customers, their interactions, preferences and the ability to meet them in a channel of their choosing. Harnessing customer data to enhance their experience and improve loyalty is what data-driven CX is all about. The ability of an organization to achieve this will set them apart from competition and ensure long-term profitability.

Continue reading Data-Driven Customer Experience: Forbes Insights

Why You Should Invest In CRM

You might have heard about CRM, maybe it sounds like just another fancy word consultants throw around, and you’re not really sure or convinced that your business needs it or what benefits you stand to gain from using a CRM solution.
This post will give you an overview of what CRM is about, and reasons why you should invest in CRM.

Continue reading Why You Should Invest In CRM

Fun Customer Service Quiz – Which Customer Service Hero Are You?

fun customer service quizIn every customer service team, everyone has their unique strengths and capabilities that enable the whole team to deliver great service to the customer. This fun customer service quiz is a great way to let your hair down a bit (Just be sure you don’t keep a customer waiting).
Continue reading Fun Customer Service Quiz – Which Customer Service Hero Are You?

Why You Should Follow Up On Customer Complaints

Customer complaints are very valuable for the growth & improvement of any company, these complaints help businesses identify problems with employees, products or processes and provides the opportunity to fix such issues before further problems arise which impact negatively on the brand.

Continue reading Why You Should Follow Up On Customer Complaints

5 Important Customer Service Trends In 2017 [Infographic]

A study by NewVoiceMedia revealed that companies lose more than $62 billion due to poor customer service. Customer service & CX are now very critical in the long term success of businesses, it is now important that customer service & CX professionals pay close attention to customer service trends to stay ahead of the curve.

Continue reading 5 Important Customer Service Trends In 2017 [Infographic]