Customer Service Blog

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How to Choose the Right Customer Service Objective

Nov 22, 2017

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

Nope.

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Does Your Company Need a Customer Service Mission Statement?

Oct 25, 2017

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...

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Why You Should Be Responding to Negative Reviews

Aug 07, 2017

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. 

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16 Essential Customer Service Metrics You Can't do Without

Jun 05, 2017

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.

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7 Extra Benefits of Social Media Outsourcing

Jun 02, 2017

An in-house social media support team is a nice-to-have element that many companies try to afford. For some, it just doesn't make sense. If your company isn't quite large enough to afford this, or...

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4 Reasons Why Outsourcing Social Media is Right for Your Company

May 31, 2017

Outsourcing. You wouldn't be the only one to say this word with a bit of fear. Its previously negative perception has dramatically improved in our now technology-driven, cost-efficient, and...

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Infographic: 2017 Demographics of Social Media Users

May 29, 2017

The average internet user has 5.54 social media profiles, and is actively engaging on 2.84 of those sites. (Source)

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How to Decide if Social Media Support is Right for Your Company

May 26, 2017

Newsflash: Social Media support is nothing new. More than 58 percent of businesses use social media as part of their customer care programs, so it's no longer considered an emerging channel as it was...

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4 Reasons Why Social Customer Service is Invaluable to Your Brand

May 24, 2017

You'd probably agree that nearly every product and service should have an excellent customer support infrastructure in place. That infrastructure should guarantee a positive post-sales experience,...

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