Deflecting customers away from human agents may save costs in the short term while quietly destroying loyalty Customer service has long measured success by contact volume, call duration and service costs. Yet such metrics can motivate a company to make access to help more…
Companies are deploying AI across customer service, but survey data show costs are not falling and sometimes are rising A survey of 150 customer-service and IT leaders shows a striking gap…
AI can prepare a customer success plan in half an hour, but it cannot take over the relationship or complex decisions Customer success staff often move between technical support, renewals and…
For complex services, human help can increase conversion even among customers who prefer to research on their own first Digital self-service lets customers check price, availability and options…
Rushed Deployment of Customer Service Tools Can Increase Costs and Damage Trust Under pressure to prove the value of customer service, companies buy…
Finally loyal customers: 3 steps to a satisfied clientele Do you want truly loyal and satisfied clients who will recommend your…
Four critical mistakes in customer service Customer service is one of the most important factors influencing client…
Angry customer: Recommendations on how to handle the situation An angry customer represents a demanding test for a customer support…
Five simple steps to improve your customer support Customer service is the showcase of every company. Modern technologies,…
Process paralysis: What is it and why is it so harmful to customer service? In the context of work organization and resource management, we may…
Tips on how to turn a one-time client into a long-term one One of the Holy Grails of sales is the ability to turn a one-time client…
The secret of customer loyalty: How to have satisfied and loyal customers Finding, attracting, winning over, and onboarding a new client…
Some easy tips on how to tailor your customer service Personalization, meaning the adaptation of a particular service or product…
