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...
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?
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...
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.
Customer: Hi, My brand new drone just flew off on its own and it's not coming back, what do I do?
Autoresponse: Thank you for your message. We usually respond within 24 hours.
As a startup it can be difficult to decide where to spend your budget. When every dollar can only be spent once, thinking about how to spend that dollar most effectively becomes paramount.
Pay-per-use isn’t a new concept by any stretch. For years now, companies from more and more industries have started offering (and have been disrupted by others offering) ‘pay-per-use’ or ‘metered’...
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