Customer Service Blog

When you think about Customer Experience I'm willing to bet you'll typically think about the experiences customers have when evaluating a product or service, choosing and buying it, and then actually...

I have often been told to listen more and speak less. As a passionate person by nature and an evangelist for great customer service, I find this hard to do.

In our previous article we explained the differences between the previous data protection legislation and the new Regulation (GDPR) were; in this second installment we will provide you with a few...

If your company is obtaining and/or storing data from clients who are residing in the EU – no matter whether this processing is done within the EU or outside – it will be affected by the provisions...

Before setting up your customer service department and diving into the nitty-gritty of goal setting, tools, and selecting support channels, take some time to really think about what customer support...

Many people view customer service as a purely reactional exercise. Questions come in, answers go out. That's it. Right?

Nope.

Chances are your company has a defined mission statement. A short description of your market, goals, and how you intend to reach those goals. But have you ever given any thought about your customer...

Why should your company be responding to negative reviews? Because if you're not, you're losing an average of 70 percent of your potential customers after four or more negative reviews. 

What do you make of this phrase: If we want to improve our CSAT then we need to increase FCR!

If you're new to customer service then this is probably complete gibberish to you.