Agent Workspace
What are the different types of customer self-service resources?
To a layman, self-help often turns out to be the best form of assistance. From a marketer’s perspective, providing self-service resources happens to be a provision to save time. Again, looking through the lens of a business owner, time is money. So, in this equation, how would you prioritize self-service for customer support? Remember, 88% […]
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Customer Experience
How can eCommerce brands reduce product returns by strengthening customer support?
Processing an order return is an unpleasant experience for any eCommerce business. Unfortunately, most eCommerce companies need to refund the payment to their customers when a return is booked (read, not a replacement!) As per recent statistics, more than 20.08% of all the merchandise that was ordered in 2021 was returned. In terms of monetary […]
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Customer Support
New growth strategy for online businesses: Proactive customer service
The traditional concept of customer service often makes business owners think of a team of agents helping their customers resolve their queries and sorting their issues. Well, when customers reach out to your company, the nature of customer service is reactive. Unless you are proactive with your customer service to offer a better experience to […]
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Customer Experience
4 Key Strategies to Manage Customer Conversations Effortlessly
Fostering successful connections with your clients starts with choosing the right CRM software. However, with new features being integrated into these tools regularly, businesses are finding it increasingly challenging to keep their customers in the loop. The way you used to interact with your customers has changed drastically over the years. In the past, salespersons […]
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Customer Experience
What is Omni Channel Customer Service & Why Does it Matter?
Establishing a seamless communication channel to keep your customers in loop has always been the priority. At a time when customer experience defines the success and retention rate of a brand, you cannot possibly overlook the value of omnichannel customer service. Forward-thinking brands have already capitalized on their omnichannel support mechanism to create more engagement […]
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Customer Support
What is customer experience? How does it matter for your brand success?
As you scale your business, you would be growing your clientele, right? So how do you plan to sustain this expanding customer base? It’s your customer experience that shapes their sentiments and keeps them hooked to your brand. Customer experience involves a spectrum of interactions you have with them. Based on the quality of these […]
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Customer Support
Agent performance based on customer feedback: How five brands have done this successfully
As a business owner operating in the competitive digital infrastructure, you can never undermine the value of your customer support desk in shaping your customer’s experience. Behind the phone calls and emails that your contact center makes, there’s a human essence all the time. It is this human element that can deliver a good customer […]
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Customer Experience
How Crucial is Customer Experience for Financial Businesses in the Digitised World?
The rapid digitization of the fintech industry worldwide has highlighted the crucial need for a strong customer support system. When your business revolves around finance, there’s no room for gaps in your support desk. With the rise of digital transactions and mobile banking, a larger portion of customers fall into the tech-savvy category. Naturally, they […]
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Customer Support
Guide to improve customer experience in eCommerce for reducing order returns
Returning products is a feature available across most online shopping platforms, and unfortunately, one that’s used very frequently. Statistics show that 20.8% of all the merchandise ordered by online shoppers in 2021 ended up being returned. If you add up the data across all eCommerce businesses, that’s merchandise worth USD 761 billion getting sold without […]
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Customer Support
Boosting revenue by enhancing customer lifeline value
The digitized business landscape presents a plethora of challenges for eCommerce business owners when it comes to retaining customers. Does it make sense to have a strategy where you need to chase new customers round the year? By offering adequate customer support, eCommerce business owners can leverage their customer lifeline value. It pays to retain […]
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