What is Diary Management? The importance of keeping an accurate business diary is a vital part of your business success. This business tool can be the difference between your business expanding and not expanding. Carelessness of this vital part of your business will lead to an array of issues both presently and down the line […]
The importance of keeping an accurate business diary is a vital part of your business success.
This business tool can be the difference between your business expanding and not expanding. Carelessness of this vital part of your business will lead to an array of issues both presently and down the line in the future. Some of the common issues businesses face from this carelessness include:
The latest ONS statistics show that around 582,000 people are employed as business sales executives, sales accounts and business development managers. That’s a lot of appointment diaries that need to be managed, with many companies leaving team members to look after their own.
For example, a busy business consultant handles 6 clients each day. Each of those appointments may take up to 5 minites to schedule a time appropriate for both parties, to input the appointment into a calendar and then maybe send the appointment to the client.
6 appointments x 5 minutes = 30 minutes
Currently in Ireland the average wage for a Business consultant is €45000, if we break that down into the average working week of 40 hours. You are essentially paying your employees just under €3,000 a year to manage appointments. If you multiple that by 10 employee for example, thats €30,000 a year. This is vital time that could be spent with your clients making the business more revenue.
The important question to ask yourself is: Are the right people carrying out these necessary administration tasks, and are they doing it well?
If you’re already thinking of outsourcing your calls or signing onto a call overflow service, then why not consider one that also manages your appointments?
Outsourcing your diary management service to a third party company can have huge benefits for your company. Especially when it comes to improving both time management skills and freeing up valuable in-house staff working hours.
Diary management covers various customer support services such as virtual reception, help desk support and an after hours call service. Here at Call Pageboy Call Centre, we offer diary management as part of our overall call centre services. We appoint a dedicated account manager and team to manage and update all diary systems to ensure that you never miss an important meeting or call. For more information on the services that we offer, contact us here.
This article on Omni-Channel customer service was originally posted on superoffice.com What is omni-channel customer service? Omni-channel customer service integrates text, social, email and instant messaging to provide a unified brand experience so that customer can switch between multiple channels yet still experience quality of service. Omni-channel customer support gives you the opportunity to serve […]
This article on Omni-Channel customer service was originally posted on superoffice.com
Omni-channel customer service integrates text, social, email and instant messaging to provide a unified brand experience so that customer can switch between multiple channels yet still experience quality of service.
Omni-channel customer support gives you the opportunity to serve your clients in a variety of ways that are not only convenient and effective, but boost your brand’s image and credibility.
And when you look at stats like Accenture’s finding that 89% of consumers experience frustration at having to repeat their questions to multiple customer service reps, you see the value in perfecting omni-channel integration.
In this blog post, we share 7 best practice tips for building an excellent omni-channel service strategy.
Let’s dive right in!
It’s no secret that mobile is huge.
More people are searching on mobile and buying on mobile. Therefore, it only makes sense that they’re also seeking customer service support on their mobiles.
Unfortunately, businesses aren’t keeping up with customer expectations of their mobile engagement. 90% of customers say their customer service experience on mobile was negative. And the same study found that 52% of customers say that a poor mobile experience makes them less inclined to do business with a company.
The top complaint of customers searching for customer service on a mobile site is “incorrect display/difficult to navigate”. Slow loading times also frustrate customers looking for information.
This means businesses that haven’t optimised their websites for mobile use are losing out to companies who have.
Bottom line: make sure your customer service and support pages are mobile-friendly.
Social media can be a great customer service tool, resulting in high customer satisfaction rates. However, many brands fail to understand customer’s expectations when it comes to providing customer service through social listening.
There’s a gap between when customers expect an answer after initiating contact and when businesses are actually responding. 32% of clients want an answer within 30 minutes and 57% of these clients expect the same turnaround on nights and weekends.
But the average response time for leading businesses is 157 minutes. The percentage of businesses who respond within the expected 30 minutes time frame is only 8%. And a full 12% of businesses …
…continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
There are a lot of misconceptions and customer service myths in the industry today, lets take a look at a few of them; Myth: Less complaints is always better Studies have shown that a large percentage of people will actually not complain, they will just leave the service. This doesn’t give the business a chance […]
There are a lot of misconceptions and customer service myths in the industry today, lets take a look at a few of them;
Studies have shown that a large percentage of people will actually not complain, they will just leave the service. This doesn’t give the business a chance to fix or resolve the issue in order to encourage the customer to remain. Research by Esteban Kolsky revealed that only about 13% of unhappy customers will share their complaint with a business.
So you might think that getting no complaints is a good thing however you are actually missing out on vital information of your brand. Make it easy to users to get in contact with you when they need to.
If your customer reached out to you to explain about a problem with your service or product, this gives you the opportunity to not only optimise your offering as a whole, if plausible, but also to help stop that customer from leaving. It shows them you respect and care for their opinion and experience with your product. Research also suggests that users are more likely to refer you to a friend if they had an issue that was handled quickly and effectively. This actually builds customer loyalty.
The use of AI and bots as customer service agents capable of handling many tasks is revolutionising the relationships between companies and their clients. From handling various tasks, troubleshooting, or interacting with potential customers, companies are finding much value from AI powered bots.
However AI will never fully replace skilled human agents and how they interact with your clients. Skills including understanding tone, context, emotions etc… especially in more delicate or serious conversations, its best to have a human interacting with your customer.
Just because the business thinks the issue has been resolved, that does not mean it’s been resolved for the customer. The service ends when the customer says so. How many times have you opened a ticket and they close the ticket without even asking you? How frustrating is that?! and then you get sent a ‘quick customer service survey’ to fill out. That is a bullet proof strategy to annoy your customers.
Always ask your customer if they are satisfied before ending the service. Depending on your offering, a follow up conversation might be a great way to stay connected with them, this also shows your customer that you care for and respect their experience with your product.
Empathy is a great trait to to possess. Especially if you are troubleshooting issues for customers. Empathy is all about having the ability to be aware of and being sensitive to someones else’s feelings. However empathy isn’t really the trait we look for in customer service agents, what we are really looking for is compassion.
While it can be argued that compassion is a form of empathy, it’s also important to distinguish between two.
Empathy is about putting yourself in the other persons shoes, feeling their pain. This can be very exhausting and can cause empathy fatigue. Compassion is more about wanting everyone to be happy and do well, but without taking on the emotions yourself.
Compassion doesn’t exhaust because it doesn’t require you to feel the other person’s pain to wish them well. Empathy burns you out, compassion energises.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
To celebrate International Women’s day this Monday 8th March, let’s have a look at female leaders in the Customer Service industry. This article on women leaders was originally posted on freshdesk.com. Women Leaders Popular culture has embraced the idea that women and men are different. True as that may be, we tend to map these […]
To celebrate International Women’s day this Monday 8th March, let’s have a look at female leaders in the Customer Service industry. This article on women leaders was originally posted on freshdesk.com.
Popular culture has embraced the idea that women and men are different. True as that may be, we tend to map these differences to gender stereotypes.
Stereotypes are generalisations we make to differentiate groups of people, and anticipate and respond to these differences, instead of having to figure it all out from the ground up.
A research by Zenger Folkman published two key findings:
Data shows that more women were rated as better ‘overall leaders’ by their peers, managers, direct reports, and fellow associates.
Research data shows that there are more men in the upper rung of the hierarchy and more women in the lower rung of the hierarchy.
What’s intriguing about these findings is though women are rated better than men in these leadership competencies, we don’t see as many women in leadership roles. Why? Here are three key reasons.
Gender stereotypes are notoriously sticky, in part because we’re often unaware that we hold them ―Dr. Tiina Likki
Though holding gender stereotypes saves us time and energy in understanding and differentiating people, they may emerge more strongly under certain conditions such as culture roles or leadership competencies.
But that hasn’t stopped women from reaching new heights in their respective areas of expertise. Take for instance the customer service function. Customer service is the key differentiator for businesses in a highly competitive and digital world and it’s no exception to gender stereotypes. This calls for strong leaders in the forefront ensuring that great customer experience is the competitive edge you have over your competitors.
Here are a few women leaders, influencers, and strategists (in no particular order) who’ve broken the glass ceiling in the …
…continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Growth is the key to success for any business. Without it, a business cannot keep up with its competitors in the industry and will ultimately fail. There are several ways a small business can grow and a virtual receptionist service is one of the most simple, offering some growth opportunities: Virtual Receptionist For Business Growth […]
Growth is the key to success for any business. Without it, a business cannot keep up with its competitors in the industry and will ultimately fail. There are several ways a small business can grow and a virtual receptionist service is one of the most simple, offering some growth opportunities:
A virtual receptionist gives a business the ability to provide support to their customers 24 hours a day, 7 days a week. It allows customers to have their queries answered in real-time, showing customer appreciation which in turn increases customer satisfaction. This superior customer service and increased customer satisfaction should result in positive word-of-mouth marketing, allowing you to get a step ahead of your competitors and ultimately experience business growth.
Without a receptionist (or virtual receptionist), employees are forced to take time out of their duties to answer the phone. This interrupts the flow of work, wasting valuable time and decreasing the productivity of the team. By outsourcing a virtual receptionist service, you could eliminate these distractions, allowing your team to focus on their daily tasks which would help the core of the business and its future growth.
Outsourcing your virtual reception services will help save the business money. The cost of a full-time employee and all the expenses that accompany them such as paid time-off, healthcare, training, resources, etc can weigh heavily on a growing business. Outsourcing is a fraction of the price, thus allowing you to reinvest the money you save into growing your business.
Your business’s ability to grow depends on its ability to attract leads and convert them into customers. This is something that can’t be done unless all phone calls are answered, no matter what time of the day, to nurture potential leads. Similarly, phone calls need to be given the appropriate attention for the customer’s query to be answered, something which often isn’t done by pre-occupied in-house staff.
Call Pageboy Call Centre’s virtual receptionist service ensures that your customers receive the highest level of service at all times while adding to customer satisfaction, loyalty, and overall customer retention for your business.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on customer experience management was originally posted on sas.com Customer Experience Management Customer experience is defined as your customers’ perceptions – both conscious and subconscious – of their relationship with your brand resulting from all their interactions with your brand during the customer life cycle. As for customer experience management, Gartner sums it […]
This article on customer experience management was originally posted on sas.com
Customer experience is defined as your customers’ perceptions – both conscious and subconscious – of their relationship with your brand resulting from all their interactions with your brand during the customer life cycle.
As for customer experience management, Gartner sums it up pretty well in its definition;
“The practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.”
Customer experience management is about more than serving your online customers. It’s about more than knowing where customers shop and what brand of dog food they buy. It’s about knowing your customers so completely that you can create and deliver personalized experiences that will entice them to not only remain loyal to you, but also to evangelize to others about you. That’s the most valuable form of advertising there is.
Gaining this depth of knowledge about customers isn’t something that just happens. It comes from extracting insight from all customer touch points and channels across your entire organization. It’s about harnessing mountains of customer data from online channels and beyond, and extracting valuable insight from that data with speed and precision.
The concept of customer experience may sound idealistic or touchy-feely, but anyone who dismisses it as such is woefully out of touch. In fact, customer experience has become a critical differentiator in today’s hyper-competitive, hyper-connected global marketplace. There’s tangible business value in managing the customer experience effectively. Good customer experience management can:
… continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
AI Can Enhance Customer Service Artificial Intelligence (AI) allows for multiple methods of connection for customers and companies. AI allows contact via web chat, web forms, SMS messages, email, and more. Because of all the new technologies that have emerged over the last few years, other methods of connecting with customers are becoming important for […]
Artificial Intelligence (AI) allows for multiple methods of connection for customers and companies. AI allows contact via web chat, web forms, SMS messages, email, and more. Because of all the new technologies that have emerged over the last few years, other methods of connecting with customers are becoming important for any business.
AI technology as a service that will allow for real-time self-service for customer service companies and platforms.
We are already living in an era of automation. Smarter and more strategic customer service. Individuals will appreciate preemptive actions delivered by intelligent agents fuelled with artificial intelligence.
Although AI is a great tool to use for your customers, when used right, one of the main benefits of AI is to your Customer Service team. It vastly increases the availability of your team to focus on more complex inquiries or complaints. A team member can only look after one customer at a time, however, AI can ‘chat’ to a vast number of customers at the same time, this improves overall service which improves:
In an ever-growing fast-paced world, sometimes data can be outdated very quickly. Building up customer service reports by manually inputting details after every call can be time-consuming.
This information is highly valuable to business owners, however, it hasn’t always been easy to collect, and it also hasn’t always been reliable. Manually collecting data takes a lot of time and effort to collect and analyse. This takes away from time that could be spent on website development, service improvement, and social listening.
With AI you can get real-time insights across all contact channels, this allows you to adapt and improve your service quickly and efficiently:
There are many advantages from a business perspective, without taking into account all the pros to your customer service team and your end-users, AI has proven to improve Business level performance.
Cost reduction is one of the main things that entice companies to invest in AI. By automating conversations and even marketing campaign means you spend less on those operations. However, as companies use AI they quickly discover more pros to business success:
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on Customer Service Culture was originally posted on neilpatel.com What Customers Want You To Know How well do you know your customers? It’s certainly a tough thing to evaluate. Luckily, one fantastic tool we have in our arsenal for creating happy customers is research in social psychology. We also have data on company-customer interaction. […]
This article on Customer Service Culture was originally posted on neilpatel.com
How well do you know your customers?
It’s certainly a tough thing to evaluate.
Luckily, one fantastic tool we have in our arsenal for creating happy customers is research in social psychology. We also have data on company-customer interaction.
With these insights into the human mind and research studies on customer loyalty, we can more objectively approach questions like, “What makes a happy customer?”
Today, I’d like to discuss 10 such studies that reveal 10 things your customers WISH you knew about them.
Let’s get started…
When it comes to customer service, we all want to “get out” quickly and get back to our lives. Generally speaking, just about the only time customers are going to contact you is when they need help, so speed counts in getting them where they’d like to be.
A recent Gallup study reveals that when it comes to memorable service people tell their friends about, it’s more important that the service provided feels “thorough” and friendly, rather than quick. This was especially true for service in premium or prestigious markets, such as customer support at a bank.
Not only that, in a Customer Experience Report by RightNow, researchers found that the #1 reason customers would abandon a brand was due to poor quality and rude customer service, which were cited 18% more often than “slow or untimely service.”
The results seem clear: Good service trumps fast service every time, in both customer retention and satisfaction.
It’s important that your business (and those you hire) focus on providing memorable, competent, and knowledgeable service with a smile.
Timely service is important, but customers are much more likely to remember brands that went above and beyond to solve their problems over brands that got them out the door quickly.
There are certain things that customers are just flat out better at than you, and one of the things they can be quite good at is understanding their peers’ needs.
This is certainly true in some instances, as it can be rewarding for brands to give their customers things they didn’t know they needed before they even ask (iPod anyone?).
Research says customers DO know what they want in many situations.
In fact, a study from the Institute of Management Sciences (headed by MIT’s Eric von Hippel) paints a very interesting picture of just how important customer input is in the success of many businesses.
The crucial conclusions of the study were as follows:
… continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Customer service is a dangerous thing to undervalue. As competitive advantages such as price and location are becoming less relevant, providing excellent customer service and a seamless customer experience are becoming more important. Particularly in today’s era where one bad customer experience can spread across an online community. This tarnishes your brand identity in a […]
Customer service is a dangerous thing to undervalue. As competitive advantages such as price and location are becoming less relevant, providing excellent customer service and a seamless customer experience are becoming more important.
Particularly in today’s era where one bad customer experience can spread across an online community. This tarnishes your brand identity in a matter of minutes. A company must remember the importance of every customer interaction, positive and negative, to keep the company’s image intact.
Bad customer service can cause:
Here are the most commonly overlooked bad customer service habits;
Most companies don’t intentionally ignore feedback. If you ask, most will say that they want to listen to the voice of their customers. But unfortunately for many reasons essential feedback is getting lost or doesn’t end up in front of the right person.
It’s hard to hear complaints or negative feedback on your products or services. However, it’s within handling these types of situations is where customer loyalty is born.
Research confirms that customers whose complaints are well-handled have been found to become even more loyal to the company than they were before they encountered a problem.
Not having the ability to speak with a live agent when needed is very frustrating to customers. Having support systems in place such as; FAQs, support forums, and chatbots to answer repetitive or straight forward queries or complaints are all great tools. However not all users are the same, not all are Savvy with these tools. Making it difficult to send a query or speak to a live agent directly causes even more frustration from the user. This will only make the customer service agent’s job more difficult to handle.
The frustration of being transferred like a hot potato to different departments is something we can all relate to. Customers hate repeating themselves, it makes them feel they are not being listened to properly. Which is one of the most fundamental pillars of good customer service. Make sure the customer feels listened to.
When a customer gets in contact, it’s more than likely at the point where they are already frustrated. We know that most users will try and fix or answer the problem themselves first. Especially millennials, call them the Do-It-Yourself Generation.
There is no such thing as over-communicating. Providing critical information proactively, responding to questions and concerns with high empathy, and exercise lots of patience. Make sure all employees are trained properly in empathy to create positive customer experiences that translate into customer loyalty.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on Customer Service Culture was originally posted by Marie Genevieve Pawlak on trainingindustry.com Customer Service – Important Metric of Employee Engagement Many businesses struggle with the idea of employee engagement, questioning if engagement really affects their revenue. Measuring customer service can help answer that question. Here’s why. 1. Employee Engagement Improves Customer Retention. […]
This article on Customer Service Culture was originally posted by Marie Genevieve Pawlak on trainingindustry.com
Many businesses struggle with the idea of employee engagement, questioning if engagement really affects their revenue. Measuring customer service can help answer that question. Here’s why.
1. Employee Engagement Improves Customer Retention.
Customers pay careful attention to how a company treats its employees. When you offer a great employee experience, your customers are far more likely to stick around and use your business, because they remember how great the people are who work there. Treat your employees poorly, however, and you can be almost certain that you’ll run into problems with your customers.
… continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
So What are Chatbots? A bot is a software programme written to perform generic automatic tasks. This advance in technology has improved our day to day lives in many ways. For example, Google is a written programme that allows you to easily search websites and information without needing to know the web address. A chatbot […]
A bot is a software programme written to perform generic automatic tasks. This advance in technology has improved our day to day lives in many ways. For example, Google is a written programme that allows you to easily search websites and information without needing to know the web address.
A chatbot is similar in the way it generates a basic response to queries, it’s designed to have a conversation with people.
One of the main advantages of chatbots is the rapid customer response and is why so many top companies use them. Such as Sephora, Duolingo, Domino’s, and many more.
In an age where digital advancements have empowered users to expect instant gratification and responses from brands. According to new research published on HubSpot, 82% of consumers look for an immediate response from brands on marketing or sales questions. And this group rates immediate response as important or very important from the businesses with which they deal.
This in turn leads to Customer Satisfaction and loyalty.
Instead of your customer service team spending time answering generic repetitive queries from customers, the chatbots allow them to focus on more complex queries. This reduces labour costs.
This in turn leads to increased profits for your business.
Although Chatbots are very effective for answering basic queries, they do have their limits. Therefore there is a possibility of users not getting the answers they need, especially for more complex queries.
As well as limited responses, Chatbots also have limited language interpretation skills (although this is constantly improving with AI technology advancements)
Natural conversation flow and interpretation of what users are asking in terms of misspellings, conversational slang, and sarcasm are not understood by bots.
This is turn may lead to:
The way to overcome these potential downfalls is to be transparent with your customers that they are talking with a chatbot and offer a live agent if they are not getting what they need.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on Customer Service Culture was originally posted on forbes.com. Customer Service Culture A thriving customer service culture is a powerful force. It’s a feeling that “the way we do things around here” is pro-customer and, not incidentally, pro-the people who serve the customer. When the culture is vibrant enough, it shines a clarifying light […]
This article on Customer Service Culture was originally posted on forbes.com.
A thriving customer service culture is a powerful force. It’s a feeling that “the way we do things around here” is pro-customer and, not incidentally, pro-the people who serve the customer. When the culture is vibrant enough, it shines a clarifying light on company goals and daily practices, keeping those that are aligned front and center, with resources appropriately allocated in their support. It makes it clear whom to hire and helps make the best of those who have been hired.
And it provides a clear path toward a sustainable, red-ink-free bottom line by moving your product or service out of the commodity category in the public’s mind.
So what is a customer service culture?
My definition of customer service culture—the practical, working definition I use on the jobsite as a customer service consultant and turnaround expert (and how I define it in Ignore Your Customers (and They’ll Go Away [HarperCollins Leadership], from which this explanation is adapted) is as simple as 1 and 2 (there’s not even a 3). Your customer service culture, for better or for worse, has two primary elements:
1. The way your company treats its customers.
2. The way your company treats the people whose job it is to take care of these customers: employees, as well as vendors and subcontractors.
The fundamental complication with this definition is that there may not be a single, all-the-time way that you treat your customers, nor one single, all-the-time way that you treat employees, vendors, and subcontractors. So, to get the full measure of a culture, we’ll need to subdivide items 1 and 2 and look separately at…
• How you treat your customers, employees, vendors, and subcontractors on a normal, stress-free day (when money is flowing, nobody’s called in sick, you’ve got your “A team” working) and
• How you treat these entities when you are under stress (in the face of tight resources, a hurricane on the horizon, difficult customers, intensive shareholder demands, difficult personal times for yourselves as employees and leaders, etc.).
… continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Abandoned Calls Vs Missed Calls An Abandoned Call An Abandoned call is a call that did not reach the agent or business because the caller ended the call before it being answered. When a user calls outside of dedicated business hour answering times and the caller gets frustrated and hangs up before leaving a message. […]
An Abandoned call is a call that did not reach the agent or business because the caller ended the call before it being answered. When a user calls outside of dedicated business hour answering times and the caller gets frustrated and hangs up before leaving a message. Alternatively this can happen when a caller is in the waiting queue without being presented to an agent in a timely manner and is directed to leaving a voicemail, and the caller hung up before leaving the voicemail.
Its important to keep an eye on call abandonment rate, its a great KPI for your business as a high abandonment rate represents missed opportunities, customer dissatisfaction and ultimately lost revenue. Call Abandonment is often directly connected with wait and hold times.
How to Calculate Abandon Rate
Divide the number of abandoned calls by the total number of calls.
# of Abandoned Calls
__________________ = Abandon Rate
# of Total Calls
For example, if you receive 100 calls and 20 are abandoned, your abandon rate is 20%
A missed call is a call that has rang at least once but was not answered or was rejected by the agent or business. Also when a call is redirected directly to a voicemail but the caller hung up without leaving a message. A missed call also happened when the call ends due to a technical issue or the caller themselves hangs up during the agent or business greeting when the call is answered. While blind transferring a caller to another department that doesn’t get answered this is also regarded as a missed call.
Missed Calls = Missed Business
Danny Longbottom, BT Business SME managing director, said:
“We already know from speaking to our customers that missed calls mean missed business. Companies, especially SMEs, are becoming increasingly mobile – 77 per cent offer flexible working and 45 per cent hot-desking, according to the research – so getting calls to the right person is potentially more difficult… No one cares about how a call is routed, especially the customer – they just want to get to speak to the right person.”
Missed calls do make an impact on your revenues, probably more than you realise. The impact of revenue hurts you both short and and long term.
Short-term, you lose the daily revenue you might have made for that specific calls. Roughly about 85% of the people whose calls you miss don’t call back. That means you’ve lost whatever revenue you might have gotten forever.
Long-term, that lost revenue adds up to quite alot. So how much is this actually affecting your business? Here’s a simple formula to calculate it;
How to Calculate Revenue Lost from Missed Calls
Average sales amount per call X # of missed calls = Revenue lost
For example, if your average sale per call is €50 and you missed 20 calls, your Revenue lost is €1,000
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on Customer Service Trends was originally posted on forbes.com. Trends For 2021 The stress and uncertainty of 2020 events have forced a heavy, transformative hand on the customer service industry. Customer service teams were asked to do more with less while customers had more questions than ever. Strapped for time and resources, customer […]
This article on Customer Service Trends was originally posted on forbes.com.
The stress and uncertainty of 2020 events have forced a heavy, transformative hand on the customer service industry. Customer service teams were asked to do more with less while customers had more questions than ever. Strapped for time and resources, customer service organisations had no choice but to adapt, transform at lightspeed, re-evaluate how they got their work done and re-imagine what a successful interaction looked like. After all, 90% of customer service organisations report that customer service is more important than ever in these times of crisis.
The fact is, 2020 has changed customer service as we know it, bringing about long-lasting impacts on brands and customers alike. Here are the changes, challenges and customer service trends we predict will stick around into 2021 and beyond.
Digital Transformation Is Here to Stay
Although the initial shift to working remotely posed many challenges for CX organizations, many businesses have put processes and technology in place to deliver efficient and effective support in a remote environment. According to PWC, 82% of office workers would prefer to continue working remotely, at least part of the time, even after Covid-19 has subsided. And a whopping 73% of executives say working remotely has been a success.
We predict these shifting attitudes are here to stay, and provide many added benefits to organizations. Workers have more flexibility in their schedule and businesses can potentially garner cost-savings by downsizing office space and cutting back on in-office perks. So while some organizations have implemented temporary fixes to get through this quick shift to digital-first, a long term technology solution to enable smart remote work is now imperative.
Changing Consumer Attitudes Means More Digital Commerce
With most businesses closing their storefronts (at least temporarily) during the global pandemic, consumers were forced to shift their shopping online. The demographic that has historically been least likely to shop online and order for delivery, were also the most at-risk — those over the age of 65. Many older consumers were shopping online for the first time, and along with their shopping came a slew of questions directed at customer service.
While it is inevitable that commerce will partially shift back to brick and mortar once things go back to “normal,” there is now a massive new pool of consumers that are comfortable shopping online, and the volume of e-commerce and digital inquiries is expected…
… continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Call deflection is not always a negative thing. Its more about being smarter with communication to your customers, using an omnichannel approach to cover multi touch-points for your customers different preferences. This way, queries and requests get solved faster and without the need for a human agent is some circumstances. A win for the customers […]
Call deflection is not always a negative thing. Its more about being smarter with communication to your customers, using an omnichannel approach to cover multi touch-points for your customers different preferences. This way, queries and requests get solved faster and without the need for a human agent is some circumstances. A win for the customers who got their query solved quickly and efficiently and win for the Customer service team who can dedicate their time to more complex issues or improving their service.
For many users their first point of contact with your business is your website or Google Business page. If you don’t have the latest information in place on these platforms or have wrong information, that is going to immediately frustrate your customer or potential lead. This is starting your business off in the wrong direction even before the user gets in contact.
Having resources available to your customers has proven to be vital for customer satisfaction.
etc…
Having grown up with the internet at their fingertips, millennials are used to hunting information for themselves. Whenever they have problems with your product or service, they will first search for your FAQ pages and community forums. Research shows 69% of millennials say they “feel good” about both themselves and the company when they can solve a problem solo.
If a customer can solve their issue by themselves via content and communication available to them, they feel good about themselves and your brand and it’s one less issue your customer service team needs to resolve.
A smart move for you is to create a community where your customers can connect and give advice to each other. They can find answers by themselves quickly, and your agents will have more time to deal with more complex issues. This also shows you respect the opinions and time of your customers. This builds brand trust and loyalty.
Multichannel increases brands presence and gives customers the ability to choose. They choose their own favoured method of interacting and engaging with you. Maybe your current customers prefer to contact via Social Media while others prefer email.
Therefore utilising multiple marketing channels is beneficial, especially as users switch between multiple channels and devices throughout the day. Consistent branding and messaging across within your multichannel strategy, this experience maximises brand awareness. It also makes it easier for customers to reach out to the brand when they’re ready to buy.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article was originally posted on customerthink.com Why Outsourcing Your Call Centre Makes Good Business Sense Outsourcing, as we know it today, was not a feasible option for any company in any industry fifty years ago. Twenty years ago, outsourcing was common knowledge, but it was nowhere near the industry it is today. In the […]
This article was originally posted on customerthink.com
Outsourcing, as we know it today, was not a feasible option for any company in any industry fifty years ago. Twenty years ago, outsourcing was common knowledge, but it was nowhere near the industry it is today. In the last twenty years, outsourcing has exploded. It is an industry some countries have built their economies around. Technology has allowed companies to send jobs to locations outside of their headquarters. Companies are outsourcing positions to locations both onshore and offshore.
English speaking countries have lead the way in outsourcing positions overseas. One of the most popular business processes outsourcing (BPO) services are call centres. They are one of the most frequently outsourced positions for a variety of reasons.
Call centres can be a costly department for any company to run and house. They are typically not revenue generating, but they are necessary, which is one of the many reasons they are being outsourced so frequently. The cost differential between an in-house call centre and outsourcing call centre can be gigantic.
Cutting costs does not mean there is a cut in quality or efficiency. Companies do not outsource for financial reasons alone. They understand the competitiveness of the market; providing a quality call experience is more important than ever to stay relevant and sought after in today’s economy. Quality is just as important a factor when outsourcing call centres.
Outsourcing have built reputations based on their ability to provide a quality experience for customers particularly in the English speaking parts of the world. Due to the great number of outsourced positions, there is a huge pool of English speaking employees with a deep understanding of the culture and needs of their customers. It is vital for employees to be able to have meaningful interactions with customers.
… continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Customer service has never been more important in the customer buying cycle like it is today. 96% of customers will leave you for bad service. (Source – Forbes) Address Your Schedule Plan out and communicate any changes to workload or expectations from your team. Going the extra mile for your team that is scheduled to […]
Customer service has never been more important in the customer buying cycle like it is today.
96% of customers will leave you for bad service. (Source – Forbes)
Plan out and communicate any changes to workload or expectations from your team. Going the extra mile for your team that is scheduled to work will ensure that you always have enough employees available when you need them.
Know what channels pull in the most site visits, sales or phone calls. This is a great time to collaborate with your Digital Marketing team to help forecast figures. (Channels are, for example – Social Media, Email, Organic, Referrals from other sites etc..)
You might also see a change in the channel customers use to contact you. If email is more popular, you could think about turning off live chat on your website in order to decrease workload for team.
It’s better to underpromise and overdeliver.
Communication with customers is key to help avoid disappointment and negative reviews or feedback, or potentially loosing that customer altogether. (Remember, its easier and more cost effective to retain a customer then converting a new one, so keep your current customers happy)
Are there any changes in schedule or availability? Let your customers know as soon as possible. For FAQ’s around the Christmas period, for example:
Post all of this essential information on your website, on the Homepage or an easy to find link. This will also help your customer service team workload.
Update them now to give customers enough time to prepare.
Set your Disaster Recovery Plan.
Setting your disaster recovery plan, and just as important, making sure your whole team knows the plan. Does your team know what to do and who to contact in the event of downtime or technical issues? Do they know what and how to communicate to customers in the event of a disaster?
Your Customer Service team are an essential part of your business, make sure they are happy. This is a great time to treat your team. Usually, they are dealing with higher volume and even more stressed customers so they could use the love!
This article was originally posted on mckinsey.com Behaviour Continues to Reflect Uncertainty As consumers around the globe adjust to the next normal, there is significant variance in consumer sentiment and behaviours across countries. Heading into the fall season, there is a renewed sense of caution as coronavirus cases soar in parts of the world. While […]
This article was originally posted on mckinsey.com
Consumer sentiment varies greatly across countries impacted by COVID-19. Consumers in China, India, and Indonesia consistently report higher optimism than the rest of the world, while those in Europe and Japan remain less optimistic about their countries’ economic conditions after COVID-19. Except for Italy, optimism has declined throughout European countries, in line with the rise in confirmed cases since late July.
Divergent sentiment is also reflected in spending intent across categories. In most countries, consumers intend to continue shifting their spending to essentials, while cutting back on most discretionary categories. However, in China and India, spending is bouncing back beyond grocery and household supplies. Chinese consumers plan to increase spending on discretionary categories such as travel and apparel, suggesting that the country is further along the path to recovery than other countries. In India, consumers report a higher intent to spend across categories as they prepare for upcoming festivals (Diwali, for example) and the wedding season, which runs from October to December.
Consumers across the globe have responded to the crisis and its associated disruption to normal consumer behaviours by trying different shopping behaviours and expressing a high intent (65 percent or more) to incorporate these behaviours going forward. However, the change has been less pronounced in countries with a moderate degree of economic shock, such as Germany and Japan.
Given consumers’ price sensitivity, value remains the primary reason for consumers to try new brands as well as new places to shop. Aside from value, convenience and availability are most often cited as top drivers of consumers’ decisions about where to shop, while quality and purpose (desire to support local businesses, for example) are the more important considerations when choosing new brands.
The article continues to include:
The main pillars of FPOC – First Point of Contact First Point of Contact- Who is it? First Point of Contact isn’t actually any of your employees. Your first point of contact for many users is your online presence, especially for Millennials. Call them the Do-It-Yourself Generation. Having grown up with internet at fingertips, millennials […]
The main pillars of FPOC – First Point of Contact
First Point of Contact isn’t actually any of your employees. Your first point of contact for many users is your online presence, especially for Millennials. Call them the Do-It-Yourself Generation. Having grown up with internet at fingertips, millennials are used to hunting information for themselves… we explain this further in this blog.
For many users their first point of contact with your business is your website or Google Business page. If you don’t have the latest information in place on these platforms or have wrong information, that is going to immediately frustrate your customer or potential lead. This is starting your business off in the wrong direction even before the user gets in contact.
We now know that picking up the phone and calling a business for many users is the last option. They prefer to get the information from your website, from reviews, FAQs and forums. With that in mind it is highly likely that when they do pick up the phone they might already be frustrated. It is now the job of your support team to implement damage control.
Supporting your Customer Service team is essential. A recent poll by Partners In Leadership confirms that when employees are happier at work, 85% say they take more initiative; 73% say they are better collaborators; and 48% care more about their work. Effective leaders who understand the correlation between higher levels of engagement, happiness, and productivity facilitate movement in the right direction–and have people feel good about it.
The truth of the matter is that most businesses have not invested in gathering the data that they need to provide adequate customer service. How can you improve something if you don’t have access to the current data? A lack of data is one of the most limiting things that teams can experience when it comes to innovating customer experience.
Similarly, without the right data, you never know if you’re getting better: 57% of people report being unsure or not having enough knowledge of what to measure in order to indicate their customer experience strategy is getting better.
CRM is an acronym for Customer Relationship Management. These systems allows businesses to manage, automate, and undertake improvements to their Customer Experience. CRM helps to get more visibility of the client base which eventually helps in designing the strategy needed for long-term profitability. The software comes equipped with an adept record-keeping system with precise financial reporting. CRM improves a company’s customer service practices, helping employees respond and resolve clients’ queries. For example, an entrepreneur can track customers’ complaints through CRM and take proper actions against it.
FCR is an acronym for First Contact Resolution.
KPI is an acronym for Key Performance Indicator.
FCR is also sometimes referred to “one-touch” cases. This single number reflects both the efficiency and effectiveness of your service reps, so it’s no wonder that teams put this KPI up on a pedestal.
In an increasingly demanding technological world, customers have access to multiple touch points for contacting your business’ customer support at any time of the day. However, when customers first contact your company, they desire their queries to be solved right away. This should be the norm in customer service and failure to do this can often be harmful to customer satisfaction.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article was originally written by Blake Morgan on forbes.com. Customer Experience Customer Mindset Post Covid-19 It used to be that customer experience was the only way to differentiate your brand among a sea of sameness. Now the challenge is not just to stand-out, but to pivot, innovate and transform. These three buzzwords are much […]
This article was originally written by Blake Morgan on forbes.com.
It used to be that customer experience was the only way to differentiate your brand among a sea of sameness. Now the challenge is not just to stand-out, but to pivot, innovate and transform. These three buzzwords are much more easily said than done. This is not the time to quiver in fear and count our losses, but be a leader in helping customers get back on their feet. We are now serving a customer that’s been financially impacted by COVID-19, who wants to be a touchless and digital customer, and who will be living differently for some time. In modern life, we have been lucky to not have incurred a global catastrophe of this nature in over 100 years.
While we haven’t had a pandemic for over many years, we can look at history to assume there will be major lasting changes in the mind of the customer, as well as how we run our businesses and governments.
The Black Death, The Spanish Flu, WWII, 9/11 And … COVID-19
In a recent podcast with David Mayer – Senior Partner at Customer Strategy Consultancy Lippincott – we looked back at pandemics in history to think about how life might change tomorrow. For example in the 1300’s the Black Death in Europe killed 25–30 million people. It was credited by historians with ending feudalism – structuring society around relationships that were derived from the holding of land in exchange for service or labour and serfdom. The Black Death also ushered in the enlightenment – a range of ideas from the 1700s – centered on the celebration of reason. The new goals of rational humanity were happiness, knowledge and freedom. Here we also saw constitutional government and the separation of church and state.
The Spanish Flu of 1918 took between 50 and 100 million lives (2.5% of the global population). Afterward many governments socialized healthcare for all, while the U.S. initiated employer-based insurance plans. Additionally countries recognized the need to coordinate public health at the international level.
During World War II (1939-1945) women stepped up to take on jobs largely held by men (think about Rosie The Riveter – a cultural icon – who sports a red bandana, a strong flexed bicep and generally a “We Can Do It!” quote). Efforts to temporarily reduce social and legal barriers persisted after the war, driving an acceleration of female workforce participation. Then the men came home from war, got their jobs back, got married and moved with their wives to the suburbs to participate in the “baby boom.”
… continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
As your business grows, so will your customer database. Especially as the adoption of online products and services has been fast-tracked because of the pandemic. If “necessity is the mother of invention,” coronavirus (COVID-19) forced many around the world to rethink our daily lives from work to school to entertainment. In response to travel bans, […]
As your business grows, so will your customer database. Especially as the adoption of online products and services has been fast-tracked because of the pandemic.
If “necessity is the mother of invention,” coronavirus (COVID-19) forced many around the world to rethink our daily lives from work to school to entertainment. In response to travel bans, school closures, and recommendations to not gather in large groups and keep our distance from fellow humans to limit the spread of the virus, many people turned to digital tools to keep some semblance of normality. It’s been imperative to digitally transform our places of work and education to be able to operate effectively. Those companies able to use technology well to keep going and rethink their business model for the future by fast-tracking digital transformation will be ones ahead of their competition. Source – Forbes
While this is always a good indicator that your company is succeeding, not keeping on top of your database and ensuring that it is kept organised can often end up causing more trouble than it is worth. Cleansing your customer database is a great way to ensure that the data you have is of great quality.
Customer database cleansing involves removing any data that is irrelevant, incorrect or even duplicated. Oftentimes, customers may input their email incorrectly or provide the wrong contact information when filling out forms. Customers details get stored in your company’s database automatically. In some cases, you may actually be sending out emails that don’t even reach your customers.
Cleansed customer data allows for more engaging marketing campaigns and improved customer service which leads to loyal customer relationships. By knowing what interactions customers have had with your business allows you to ensure that they receive more targeted marketing emails and personalised customer service support.
Having a database that accurately reflects your customers means that your business has a better insight into customer behaviour and satisfaction levels. Using this information, a company can make more informed business decisions based on their own customers.
Not only does customer database cleansing allow for improved customer satisfaction but it also allows for improved in-house productivity levels. Your staff will have easy access to customer information that they know is reliable and accurate ensuring that they are making the best use of their working hours.
Using accurate customer data can lead to dramatic increases in customer acquisition and retention which inevitably will improve overall company revenue.
At Call Pageboy Contact Centre, we offer efficient database cleansing services to ensure that your customer database stays fool proof. We maintain and keep your customer records up to date. If you would like to know more about the services that we offer, contact us here.
This article was originally written by Heather Thorkelson on freelancetofreedomproject.com. Your First Point of Contact A few months ago I needed to replace the garage door on a house I owned but didn’t live in. I knew I’d be in town (where the house was) for a short period of time and needed someone who […]
This article was originally written by Heather Thorkelson on freelancetofreedomproject.com.
A few months ago I needed to replace the garage door on a house I owned but didn’t live in. I knew I’d be in town (where the house was) for a short period of time and needed someone who could work around that schedule with me.
I googled garage-fixit-companies (that’s the technical term) in Toronto and got a handful of hits to choose from. I usually choose based on who has the most user-friendly and personable website but each of these websites looked like a teenager in the 1990’s built it, so I had to look for secondary criteria.
Bear with me here.
By secondary criteria I mean sending out an email request to the two companies I’d narrowed it down to:
I know you might be wondering what all this garage door business has to do with running an online business.
Well, good business principles are good business principles, no matter what type of business you’re running.
My experience with the garage door folks brought to light how easy it is to miss the mark.
They were the perfect opposing examples of a business that’s oriented towards making the sale vs a business that’s oriented to serve their customers.
Customers can tell. They’re savvier than ever and have more choice than ever. It got me thinking about how that same is true online. It’s so easy to miss out on business because your first point of contact with a potential client is “off”.
If you’re not sure how you’re coming across, try asking yourself these three questions:
Being a service provider doesn’t mean you should always be selling people your stuff. Sometimes it means simply being of service.
A potential client might contact you for something they need, but you soon see you’re not selling what they need.
Being of service means either meeting them closer to where they’re at (if your business structure permits) or recommending them elsewhere.
The article goes on to include:
… continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Why use an after hours call service? The idea of standard business hours has become a thing of the past especially during these times where daily routines have been thrown up in the air for alot of people. Businesses need to be ready when their customers are available, not the other way around anymore. Having […]
Why use an after hours call service? The idea of standard business hours has become a thing of the past especially during these times where daily routines have been thrown up in the air for alot of people. Businesses need to be ready when their customers are available, not the other way around anymore.
Having an after hours call service can be an invaluable advantage for your business especially for those companies who may not have the internal resources available to provide their customers with round the clock support.
It has become the norm for customers to expect your business to provide support services at all times. An after hours answering service can offer your business the ability to provide a high level of customer service across numerous channels such as email, SMS, social media and more.
Below are some of the benefits businesses can experience by using an outsourced after hours call service:
After hours call service ensures that your customer service will continue operating even when your in-house staff has gone home. With this guarantee, you can relax in the knowledge that your customers will continue to be provided with the support that they deserve.
24 hour call support can have a positive impact on your overall business reputation. By ensuring customers receive a high quality customer service experience whenever they may get in touch increases the possibility of referrals. Through word of mouth and recommendation.
Being able to support your customers with any query and provide them with a solution goes a long way. When it comes to ensuring a high level of customer service and satisfaction. This is especially true for those customers who may not have the opportunity to contact you during business hours. This is due to working themselves or for those who prefer to research at night. After hours support services ensures that they are accommodated at all times.
Clear and open communication are provided by call agents across multiple support channels. Be it email, SMS or social media your customers will able to get touch with a customer support call agent. Also, have their problems solved when they are on the go or while sitting comfortably at home.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article was originally written by Blake Morgan for forbes.com Great Customer Service During COVID-19 Heroes are born out of moments of crisis. The world has definitely seen its fair share of crises in the last six months, but it has also seen incredible heroes. During challenging times, companies and employees have the chance to […]
This article was originally written by Blake Morgan for forbes.com
Heroes are born out of moments of crisis. The world has definitely seen its fair share of crises in the last six months, but it has also seen incredible heroes. During challenging times, companies and employees have the chance to step up and deliver amazing customer service when people need it most.
Here are 10 examples of great customer service during COVID-19 by people who went above and beyond.
Zappos Opens Hotline To Chat With Customers
During times of social distancing, many people crave human connection. Rose Wang called Zappos customer service to check on the status of a gift she had ordered for her mother. But as the Zappos employee, Crystal Mouzon, started making small talk, Rose realized how much she just needed to talk to someone. They ended up chatting for 45 minutes about everything from family relationships to travel. The conversation between two new friends left Rose feeling refreshed and renewed.
DC Shoe Store Makes Personal Delivery
For 14 years, one couple has visited Hu’s Shoes in Washington, D.C. to pick out shoes as a Mother’s Day present. With Mother’s Day falling during a pandemic this year, the couple’s child reached out to the store to let the owners know they would be back in as soon as social distancing regulations eased. Going above and beyond, the store’s co-owner Eric offered to go into the store, hand pick options for the mother and deliver them to her house across town. The simple act made the once-a-year customers feel like VIPs.
UPS Store Owner Drives All Night To Deliver Package
Shipping was hit hard by COVID-19, but a UPS Store owner took it into his own hands to make sure a customer’s packages got where they needed to be on time. A customer came into the store in Cleveland with two large packages that needed to get to Florida by Saturday, but UPS delivery was too busy to get the packages there in time. The store owner, Ardeshir Agahi, drove 1,250 miles through the night from Cleveland to Naples, Florida to hand deliver the packages a day early, then jumped back in his car and drove home to make it back to open the store on Monday morning.
The article goes on to include;
Pharmacist Delivers Medicine To Home-Bound Customers
Walmart Manager Helps The Elderly
Librarians Dress Up To Brighten Customers’ Days
And many more…continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
The sound of a ringing phone for a business, more often than not, is a sign of growth and achievement. As it indicates increasing interest in your company. However, as call volumes begin to rise dramatically at certain times of the year. It can often become something that causes dread among your in-house staff if […]
The sound of a ringing phone for a business, more often than not, is a sign of growth and achievement. As it indicates increasing interest in your company. However, as call volumes begin to rise dramatically at certain times of the year. It can often become something that causes dread among your in-house staff if not fully prepared for.
If you find yourself on the phone all day and unable to focus on important in-house tasks, working alongside a call centre provider can provide extensive benefits during this period.
When a spike in call volume happens, it can be very easy for customers to be left waiting. On the other end of the phone leading to increased frustration levels if left unhandled. A dedicated team of call agents can provide prompt call handling services ensuring that all calls are answered effectively without harming customer satisfaction
Call centre customer support isn’t restricted to just working hours. Many call centres offer after hours support which allows customers to contact your business at any time of the day. This form of service extends beyond just phone calls to emails, live chat and social media channels.
Access to the latest call centre technology provides multiple benefits. When handling rising call volumes. Call agents have access to software which allows them to provide seamless customer support through the likes of call back technology and diary management.
With the correct escalation procedures in place, if in the event that a call agent can’t fully carry out the necessary support for a customer, they can quickly escalate a customer’s call to the appropriate person in your company without hesitation.
At CallPageboy, we set out to help improve your company’s brand by providing the characteristics listed above. As a Contact Centre offer 24/7/365 virtual services including customer service, virtual reception and help desk. Being a Dublin based company, we provide agents that speak English and are trained for your company.. We help create a script that is consistent with your brand, not to hurt your brand.
This article was originally posted on userlike.com Customer Service Trends The transition from 2019 to 2020 also concludes a decade marked by disruption , especially in technology. We saw a sea change in the way businesses communicate with their customers and it’s going to extend well into the 2020s. The 2010s were a decade full of grand […]
This article was originally posted on userlike.com
The transition from 2019 to 2020 also concludes a decade marked by disruption , especially in technology. We saw a sea change in the way businesses communicate with their customers and it’s going to extend well into the 2020s.
The 2010s were a decade full of grand ideas, but also one of humbling realisations. We sift out trends that have started to materialise and explain how they impact your business.
Let’s peek into how the new decade kicks off for customer service.
Ever since omnichannel came up, its premise was to cater to the preferences of every single customer. We argued that this only works if all channels are well-integrated and easily accessible. Also, we were certain that it will be consumers, not businesses, that define those channels.
Sure enough, the playing field has shifted in favor of the channel with the largest following: messaging apps. The biggest apps account for a combined total of over 5 billion users worldwide . So it’s safe to say that messaging is winning out over all competing channels. That’s not counting SMS, the messaging archetype.
Sure, there’s email. But messaging already contains and exceeds the benefits of its biggest competitor in B2C communication. What’s more, they’re also the standard for text-based private communication across several generations.
On a related note, we also think that there’ll be a shift toward privacy-conscious apps, irrespective of who makes that shift – users or app makers.
Data privacy-focused messengers are in the mix already. But today, the GDPR is prevailing law in the EU and the de-facto international standard to which companies outside of the EU aspire. The topic will only get more exposure.
To get you ready for omni-messenger support in 2020, here’s our overview of the best messaging apps for customer service .
The chatbot hype peaked in 2017 and was followed by a phase of disillusionment (and some relief). Everybody realised that the digital helpers won’t be able to take over entire customer service departments just yet.
The delusional capabilities chatbots were often imputed with slowly but surely receded. Even the most concerned future skeptics now believe that chatbots won’t make conversation like humans anytime soon. This new objectivity sharpens the bots’ actual job profile in customer service.
The article goes on to include;
Natural language processing matures
Service becomes part of the product experience
B2B customer service levels up
…continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
As the saying goes, customers are more likely to tell people about a bad experience with a company than a good experience. This saying remains true for experiences with a company’s contact centre. This is why it’s important to have a contact centre providing services that only improve a company’s brand image. When contacting a […]
As the saying goes, customers are more likely to tell people about a bad experience with a company than a good experience. This saying remains true for experiences with a company’s contact centre. This is why it’s important to have a contact centre providing services that only improve a company’s brand image.
When contacting a company, a PwC study found that that speed, convenience, helpfulness and friendlessness are the characteristics most important to a customers experience. The study also found that one bad experience would lead 1 in 3 consumers leaving a brand that they loved.
Having multiple methods of contact is one way to improve a customer’s experience with a contact centre. Many customers like to talk to a person when contacting customer service, but being on the phone is not everyone’s ideal method. Other methods to connect with customer service may be:
Having a consistent message and service from a company improves the company’s brand as it keeps people wanting to come back. This is especially important in call centres, they are a representation of the brand. As a company you do not want one part of the brand to fall short of the standards set. When all aspects of the company are the same standard and message, the company’s brand image will improve. Keeping consistent messaging and standard customers to trust and like the brand more.
Having well trained call centre agents is important because they are a representation of your company and brand. Responsible call agents are trained to represent your company’s message and to solve problems for customers. If they cannot solve a problem or do not promote the correct message, this can reflect badly on the brand and you can lose customers. When call centre agents are well trained, it will improve your company’s brand image because the agents will treat customers to the same experience that you would.
Having a customer call and talk to someone who speaks the same language and has a similar accent as them can make the calls seem more familiar to the customer. Customer’s have complained in the past when talking to an agent that does not natively speak English. To improve the experience and improve your brand, having agents talking the same language and having similar accents is important.
At CallPageboy, we set out to help improve your company’s brand by providing the characteristics listed above. As a Contact Centre offer 24/7/365 virtual services including customer service, virtual reception and help desk. Being a Dublin based company, we provide agents that speak English and are trained for your company.. We help create a script that is consistent with your brand, not to hurt your brand.
This article was originally written by Olesya Dmitracova, posted on independent.co.uk. Behavioural Psychology in Customer Service Research into human Behavioural Psychology has been embraced by leading marketers. Given that we’re more sensitive to the possibility of a bad outcome than a good one, it’s not hard to see why. Not meaning to kick Uber when it’s down […]
This article was originally written by Olesya Dmitracova, posted on independent.co.uk.
Research into human Behavioural Psychology has been embraced by leading marketers. Given that we’re more sensitive to the possibility of a bad outcome than a good one, it’s not hard to see why.
Not meaning to kick Uber when it’s down but, as it happens, the week before the company lost its London licence, it repeatedly failed to get me where I needed to go, with unhappy consequences. My three-year-old son and I were on our way to a children’s play that he had been excited about for days. I hardly ever use Uber, but it made sense to get a ride that day. We still had 45 minutes before the play, and the app said the journey would take 15 minutes tops.
I had to request a car four times without success, so we missed the play. Cue an upset said child, £24 for the tickets down the drain and a spoiled afternoon. To cut a long story short, the second time we couldn’t get to the pick-up point in time as it was on the other side of a busy thoroughfare and so I was charged £4 for missing the car. Then, as I was looking out for the third car, the driver cancelled. And then the fourth driver did the same. By that point, it was too late to request another ride, so I gave up and we took a trusty bus home.
When I spoke to an Uber customer agent a few days later, she responded with a stock “Uber drivers are independent contractors” answer. After some discussion, she offered me £5 credit “as a gesture of good will” and that was only after I asked why Uber drivers are compensated when passengers miss their ride but passengers get nothing when drivers cancel on them. The agent also agreed to refund the £4 cancellation fee.
The incident made me wonder why customer service from firms in general does not meet customers’ expectations in many instances.
Perhaps many companies don’t worry much about losing existing customers, knowing that new ones will replace them. But return buyers are actually more important for the bottom line. Research by a top management consultancy Bain & Company has shown that in industry after industry, the high costs of acquiring customers mean many of them are unprofitable in the first few years and that repeat buyers spend more in months 24-30 of their relationship with a firm than they do in the first six.
In addition, referrals by happy customers cut down on marketing expenses, as one of the Bain researchers, Fred Reichheld, has pointed out. “Your happiest customers will often pay a premium to keep doing business with you, even if they could save by switching to a competitor,” he wrote in a 2018 LinkedIn post.
Further insights can be drawn from the findings of behavioural psychology and behavioural economics over the past half a century. Monetary incentives, a traditional focus for economists, are far from the only driver of our spending decisions. Emotions and context play a big role too, and a little empathy can go a long way…
….Continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Customer service is a dangerous thing to undervalue. As competitive advantages such as price and location are becoming less relevant, providing excellent customer service and a seamless customer experience are becoming more important. Particularly in today’s era where one bad customer experience can spread across an online community, tarnishing your brand identity in a matter […]
Customer service is a dangerous thing to undervalue. As competitive advantages such as price and location are becoming less relevant, providing excellent customer service and a seamless customer experience are becoming more important. Particularly in today’s era where one bad customer experience can spread across an online community, tarnishing your brand identity in a matter of minutes. A company must remember the importance of every customer interaction, positive and negative, in order to keep the company’s image intact.
To ensure optimal customer service, it is paramount for a company to understand what is expected of them. From consumers expect, and what constitutes as bad customer service. According to a recent American study, 75% of customers believe it takes too long to reach a customer service representative.
On average consumers will wait 11 minutes on hold before hanging up. These times reduced to 5 minutes for online customer service. Poor customer service can be very damaging to the business. 50% of people will scrap a planned purchase or transaction because of bad service. While 51% of customers said they will never do business with a company again after one negative customer experience. As a result $62 billion is lost annually by companies, due to bad customer service.
To make matters worse, this negative customer experience can have a detrimental effect on brand identity. With the rise of social media in the past few years, today’s world is more connected than ever before. Social media outlets provide consumers with a platform to voice their complaints to an increasingly connected online community. The same study shows that the average person will tell 15 people about a poor service experience. Versus the 11 people they’ll tell about a good experience. Therefore it is crucial for companies to recognise the influence of social media. It has and the negative effect poor customer service can have on brand identity.
The study in addition demonstrates how consumers on average are willing to spend 17% more to do business with companies that offer great excellent service, with Millennials willing to spend 21% more. All these statistics combined show how brand and customer service are more intertwined than ever. Companies must be very diligent in how they deliver customer service. Excellent customer service provides the following benefits to a company’s brand identity:
Having excellent customer service ensures helps preserve the brand name. This is important as it improves recognition. It creates trust in your brand, helps support your marketing efforts, builds financial value and inspires your employees.
As the statistics show, having a reputation for providing excellent customer service is proven to be attractive to potential customers. With this better reputation comes increased word of mouth recommendations, which decreases advertising spend, thus helping increase profits.
When your customer service is exceptional and exceeds expectations, customer satisfaction levels increase, and with that comes customer loyalty. Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article was originally written by Thomas Griffin, posted on inc.com Current Customer Service Trends Customer Service Trends are always evolving. If you want to grow your business, your customer service constantly needs to be evolving and improving. As you likely already know, outstanding customer service is the key to a successful business. A Microsoft survey in 2017 […]
This article was originally written by Thomas Griffin, posted on inc.com
Customer Service Trends are always evolving.
If you want to grow your business, your customer service constantly needs to be evolving and improving. As you likely already know, outstanding customer service is the key to a successful business. A Microsoft survey in 2017 revealed that 54 percent of customers had higher expectations for customer service compared to the year before, and that percentage was even higher for the 18- to 34-year-olds surveyed.
With a new decade here, it’s the perfect time to give your customer service strategy a boost. But, how do you know what customers want this year in regards to customer support, and how can you keep up with your competition? Well, you have to keep up with the trends.
Check out these customer service trends you need to know for 2020.
The fact that customers expect lightning fast, 24/7 customer support is nothing new. But, it is important to remember going into 2020. According to HubSpot Research, 90 percent of customers rate an “immediate” response as important or very important when they have a question, and 60 percent of customers define “immediate” as 10 minutes or less. So, if your business isn’t offering 24/7, real-time customer support, I recommend fixing that in 2020 by implementing live chat.
Offering 24/7 live chat might seem impossible for some business owners, especially if you have a small team. Luckily, you have options such as outsourcing your live chat or hiring more remote customer support representatives. More and more businesses are realising that with remote customer support reps, they can hire employees in different time zones in order to provide comprehensive 24/7/365 customer support. You can also implement chatbots — I’ll share more on that in the next section.
One-on-one, personal conversations are necessary if you want to increase your customer base, build customer loyalty, increase engagement and boost revenue. And with AI-powered chatbots, your customers can have real-time conversations and get answers to their questions even if you aren’t available.
For instance, if a consumer has some concerns that need to be addressed before they decide to purchase a product, they can speak to your chatbot about it. Or, if a customer doesn’t know how to use a particular feature, your chatbot can teach them how.
Chatbots are getting easier to build every day, and you can implement them on multiple different channels, such as your own website, Facebook Messenger, Twitter, Slack and more. Plus, thanks to machine learning, the more conversations your chatbot has with customers, the more effective it will become.
The article goes on to include;
…continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Why use Live Chat in the First Place? Live chat is an integral part of good customer experience because it allows you to seamlessly connect with your customers in real-time, directly on your website. This unique set of characteristics distinguishes chat from all other contact channels and can positively impact your business’s success. Chats have […]
Live chat is an integral part of good customer experience because it allows you to seamlessly connect with your customers in real-time, directly on your website. This unique set of characteristics distinguishes chat from all other contact channels and can positively impact your business’s success. Chats have become a hugely popular and effective way to interact with your customers.
First impressions are everything. This is true when meeting new people or talking to someone over the phone for the first time. So why would it be different for online chats? Check out our blog , Effective Ways to Humanise your Online Chats, for more information.
There is a fine line between speaking with customers in a way that is familiar and friendly but also keeping it professional. Being professional does not mean that you should be excessively formal. Speaking with customers in a way that is friendly and approachable will make them feel like your brand is relatable.
First-Contact Resolution (FCR) is also sometimes referred to “one-touch” cases. This single number reflects both the efficiency and effectiveness of your service reps, so it’s no wonder that teams put this KPI up on a pedestal. The main advantages of prioritising FCR is time efficiency from a productivity perspective but arguable more important is the reputation of fast and effective problem solving, empathy and great customer service for your customers.
The chances that users are starting up a chat because they have an issues or are frustrated is quite high. By using positive empathetic language the users feels a sense of being listened to and you understand their need to help them as best you can. When you can’t provide something customers want, place emphasis on the solution.
Phrases to avid are:
etc..
Instead provide solutions in your answers, by using:
Making use of relevant customer information is one way to make yourself an expert in each and every customer. Have your live chat agents reference the pre-chat survey as well as information on the customer’s account or in their chat history when possible before asking customers for more information.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article was originally written by Michele McGovern, posted on customerexperienceinsight.com Communication That Keeps Customers Engaged Customers get mixed messages – one from Sales, something different from Marketing and another from Service – and that interferes with a great experience and how the customers engaged. Here’s how to keep messages consistent and customers engaged. One of […]
This article was originally written by Michele McGovern, posted on customerexperienceinsight.com
Customers get mixed messages – one from Sales, something different from Marketing and another from Service – and that interferes with a great experience and how the customers engaged. Here’s how to keep messages consistent and customers engaged.
One of the biggest problems with customer communication is it comes from different areas within companies – Sales, Service, Marketing, Accounts Payable, Shipping, etc. And each area may use different software and avenues, such as email, social media, calls and print, to communicate with customers.
And they all don’t speak the same language.
“Disjointed internal processes can lead to costly mistakes, like misspelled customer names or confusing jargon, that can frustrate customers and negatively impact a brand’s reputation,” says Dorian Stone, the general manager for Grammarly Business. “So companies need to ensure brand consistency is seamlessly built into workflows across teams and locations. Doing so enhances the customer experience, decreases customer frustration, and saves employees time on multiple revisions.”
Here are four tips to keep your customer communication consistent so customers feel engaged, not disconnected:
Even though much of the experience is digital these days, customers still want to feel an emotional connection with companies and brands.
“Research shows that larger companies have so many instances of inconsistencies in their customer-facing communications that they often negate the value of any strategic investments made to the brand experience,” Stone says.
Sign, tag or author communication with real names and faces. Use language that sounds like a verbal conversation, not a corporate letter. Be the first to share good and less-than-ideal news from your organization with a down-to-earth tone, showing authenticity. And make sure the same language and tone is used in tweets, emails, letters, posts, blogs, etc.
If you’re like most organizations, customer communication doesn’t come from one source, person or department. So many people from different areas create the content customers see and/or hear.
To keep all that communication consistent, create a style guide for your organization. Define your most important product, service and solution terminology. Determine the few words you’ll use as acronyms with customers (because customers seldom understand your inside acronyms as much as you do). Decide how you’ll address customers – first name, titles and surnames?
“It’s important to understand the nature of the communication gaps. For example, inconsistent uses of a company’s name or product can be addressed with simple alerts as employees write,” says Stone. “Uses of jargon or terms that are not brand-approved may require an alert with an explanation and edit suggestion to help the employees determine how to address the issue.”
The article goes on to include;
…continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
The growth and success of a business depends on its ability to attract new customers. While a business can smooth sail along if it has excellent customer retention, it cannot reach its full potential and thrive without a bank of new customers to fuel growth. And so a company will look to lead generation methods […]
The growth and success of a business depends on its ability to attract new customers. While a business can smooth sail along if it has excellent customer retention, it cannot reach its full potential and thrive without a bank of new customers to fuel growth. And so a company will look to lead generation methods to generate new sales leads.
Lead generation is all about finding the right target groups and the individuals within these. If a business has a good quality process, it will make it easier to find the right customer. However many companies still to this day have poor lead generations strategies. Many fail to generate good quality leads as they don’t have the correct tools in place. Generally speaking, they tend to lack either some or all of the following:
Finding potential customers and successfully reaching them is a long and difficult process, no wonder many companies are getting it wrong. The process combines the various marketing actions that businesses can take to reach these potential customers. These marketing actions can either be technology-based which refers to database collection and using other internet based computer programs. Or else they can be people-based which refers to direct contact through telemarketing or events. Which a business uses is up to them as both methods of lead generation provide the same.
Enables Business Growth
Lead generation drives traffic to a website, thus helping acquire new customers which in turn increases a business’ sales and revenue. Having increased revenue ensures that a business is able to achieve growth.
Increases Efficiency
Automated lead generation software ensures outbound marketing is more efficient. Having the appropriate technology not only frees up time that would otherwise be wasted, but it is also more cost efficient as it enables both marketing and sales to work in unison, thus closing any communication gaps that might have previously been problematic.
Awards Competitive Advantage
Companies that use lead generation are always a step ahead of their competition. If they can acquire new customers and do it more cost and time efficient than competitors, well then their business has the market advantage.
Having a lead generation specialist will help a business a lot in both generating new leads, and working with the ones it already has. A lead generation specialist can offer a lot of good services but for most businesses, particularly B2B, the most important thing is to generate new leads from outbound telemarketing. At Call Pageboy our aim is generate quality leads for our clients to ensure more sales and ultimately, more revenue. Our lead generation services include call scripting, appointment setting, data collection and diary management by an expert sales team.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article was originally written by Ohad Rozen, posted on multichannelmerchant.com Online Customer Experience Online customer experience is the new frontier of business differentiation. Eighty-nine percent predicted that by 2016, they will separate themselves from their competition on the basis of customer experience—more so than product and service. A variety of factors influence a customers’ […]
This article was originally written by Ohad Rozen, posted on multichannelmerchant.com
Online customer experience is the new frontier of business differentiation. Eighty-nine percent predicted that by 2016, they will separate themselves from their competition on the basis of customer experience—more so than product and service. A variety of factors influence a customers’ experience with a company, ranging from interactions with an in-store sales clerk, to reading an FAQ page to navigating a company’s website. We are currently seeing businesses invest heavily in customer experience, with Gartner reporting that businesses invested in customer experience more than any other area of marketing in and are expecting customer experience to lead innovation spending.
As companies dig further into customer experience possibilities, we are likely to see growth in humanisation and omni-channel integration. Computer scientists are getting better and better at designing artificial intelligence and creating decision chains that will allow businesses to speak directly to customers based on their data. By combining purchase history and behavioural analytics, websites will be able to make predictions much as a seasoned salesman is, or even better. From a customer service standpoint, websites will be able to respond to customers’ needs at any point they need it, directly on a webpage, almost as though a customer representative was looking over their shoulder.
Additionally, companies will begin placing human elements into their online interface. Customer service itself will intensify its integration across channels. Customers will be able to initiate a process online, then visit a store and resume the process from the precise point they paused, and vice versa. If industry predictions are correct, the best customer experience innovators will become the most successful companies.
Below, I have outlined six of the top innovations in customer experience that can boost a company’s bottom line.
People are different and so are their preferences. Adjusting the way you interact with customers can help your business satisfy them: 74% of people are frustrated by irrelevant advertisements and 56% of customers report feeling more inclined to shop at a retailer that offers a good personalised customer experience. Good personalisation ranges from having relevant content on landing pages, to sending customised emails (that have 41% higher click-through rates) and making pinpoint suggestions to your customers. Amazon has set a prime example of how personalisation can boost sales, with remarkably good product recommendations.
One key to customer experience is consistency. Businesses should present their customers with the same information no matter where they go, be it a website, store or a call centre. Responsive web design—the creation of fluid websites built for optimisation on any platform—provides this consistency for a company’s online presence. Additionally, mobile functionality is more critical now than ever–over half of internet traffic comes from mobile devices and is expected to grow to 75% of all internet traffic. On top of those numbers, mobile functionality is also a necessary component of search engine optimisation. In April of 2015, Google started to give mobile-friendly websites a boost to higher rankings.
The article goes on to include;
…continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
An exceptional customer experience (CX) is no longer a luxury but a critical priority for businesses. As technology progresses so do the needs, wants and desires of a customer. Today’s customers are no longer satisfied with a poor CX journey. Nor the customer service provision that was common place 10 years ago. The customer experience […]
An exceptional customer experience (CX) is no longer a luxury but a critical priority for businesses. As technology progresses so do the needs, wants and desires of a customer. Today’s customers are no longer satisfied with a poor CX journey. Nor the customer service provision that was common place 10 years ago.
The customer experience refers to the journey that a customer has with a company. This includes every single interaction with your company from the first time they heard about you. To purchasing a product or service and any calls with your customer service team. The ideal CX journey is the one that includes as little hassle as possible. If the experience is of benefit to the customer, engagement continues. If it doesn’t meet the customer’s expectations, they will go elsewhere.
A customer experience strategy begins and ends with exceptional customer service. Customers want to feel that their needs are being heard and met by the companies that they choose to interact with.
Beginning and ending each conversation you have with a customer by saying thank you. It can be one of the most effective ways to ensure that your customer service provision will add to their overall CX journey. This shows that you appreciate your customer and will elevate your brand’s reputation to one of loyalty and kindness.
Today’s customers enjoy having a degree of independence when it comes to managing their own accounts and accessing both information and customer support. Offering easy to use features such as live chat to customers can be an absolute godsend as it allows them to ask questions while on the go, especially if they have limited time to spend on a phone call.
Show a real interest in your customers overall journey with your brand by engaging with them on the channels that suit them best. Be it social, email or over the phone, taking an active interest in your customer’s experience pre-and-post visits lets them know that you truly value them.
If a customer has a poor or bad experience with a customer care agent, this can have a huge impact on how they view your brand going forward and their overall CX journey. It doesn’t matter if your company sells top of the line products or great problem solving solutions, if a customer doesn’t enjoy the interaction that they have with your company on a whole, you can be at risk of losing them as a customer. This is why the provision of excellent customer service ensures an enjoyable CX journey for your customers.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article was originally written by Michele McGovern, posted on customerexperienceinsight.com COVID-19 Changed Customer Service What you should do now B2B customers’ buying habits and interaction expectations changed quickly in the face of COVID-19. Here’s what they expect now – and how customer experience professionals will want to respond. Bottom line: B2B customers want to […]
This article was originally written by Michele McGovern, posted on customerexperienceinsight.com
B2B customers’ buying habits and interaction expectations changed quickly in the face of COVID-19. Here’s what they expect now – and how customer experience professionals will want to respond.
Bottom line: B2B customers want to feel like they’re having a B2C experience.
“Buyers no longer are willing to accept less from their professional experience as B2B purchasers than they are accustomed to getting from their personal experience as consumers,” say researchers at McKinsey, which recently released a study on customer experience shifts in the wake of the coronavirus.
Where’s the difference now? McKinsey noted these three major changes:
Customers won’t spend as much – if at all – in the foreseeable future. But they’ll still want help and attention. Answer their questions and fix their problems as always.
“Transparency and compassion from brands is key in our current environment and moving forward,” says Ryan Maund, Chief Product & Innovation Officer at Sitel Group.
To add value to the experience, which will be appreciated, remembered and rewarded when business gets back to the new norm, aim to:
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At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
All businesses will inevitably encounter negative customer feedback at various stages during the lifespan of their company. As much as we all hope we could, it is impossible to ensure that our customers will be happy. Also, satisfied 100 percent of the time. With accessibility to the Internet improving, along with this shift to Working […]
All businesses will inevitably encounter negative customer feedback at various stages during the lifespan of their company. As much as we all hope we could, it is impossible to ensure that our customers will be happy. Also, satisfied 100 percent of the time.
With accessibility to the Internet improving, along with this shift to Working From Home, customers are doing more online shopping and contacting companies through media than ever before. However we need to understand that it’s much easier for a customer to share their negative experiences now. The most important part of receiving negative feedback is how your business decides to handle it. React correctly and you may be able to diffuse the situation quickly. React badly and the events may escalate further.
Although it can often be hard to deal with negative customer feedback, it’s essential to not take it on a personal level. Below are a few best practice guidelines which you can follow when handling negative reviews and comments from disgruntled customers:
If a customer is discussing your products or services in a negative manner either online or to your customer service agents, it is important to understand what triggered this response. Identify the issue that your customer is experiencing and determine whether their complaint is valid or not.
It is always important to acknowledge and reply to the customer as soon as possible. Especially, in a respectful and sincere manner. No matter how you feel personally about your business, you need to be courteous. Also make sure to thank the customer for feedback.
Always use negative customer feedback as an opportunity to see where you can improve your business. Customer feedback may highlight products, services or business processes that are sub-standard. If you make sure your customers know their voice is her, it shows that your business cares about your customers.
Following up with a customer after receiving a negative customer complaint proves how much their loyalty means to you as a company. If you ensure that they are happy with the solution that you provided, it can improve customer satisfaction and retention levels.
As a call centre, we train all of our agents on a frequent basis to make sure that they are able to perform correctly in all customer service scenarios. Our agents are trained to understand customer needs and provide effective customer solutions. In a situation where a call agent is unable to resolve a customer’s complaint, we follow the correct escalation procedures to make sure your customers receive the support that they need. For more information on how our call centre services can help you manage customer feedback, contact us here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article was originally posted on inc.com. Humanise Your Customer Experience The customer experience(CX) battleground is now 30,000 feet above the ground. In the war to achieve differentiation through experiences, Delta Airlines recently announced that main cabin passengers on its international flights will receive “Welcome Aboard” cocktails and hot towel service, among other perks, starting later this year. Delta’s […]
This article was originally posted on inc.com.
The customer experience(CX) battleground is now 30,000 feet above the ground. In the war to achieve differentiation through experiences, Delta Airlines recently announced that main cabin passengers on its international flights will receive “Welcome Aboard” cocktails and hot towel service, among other perks, starting later this year.
Delta’s competitors aren’t sitting idly by. United has been offering passengers everything from skincare products to complimentary DirecTV viewing in a concerted internal effort to generate loyalty by emphasizing customer service.
Leading airlines aren’t the only ones who are doubling down on CX. Virtually every major consumer brand has attempted to reposition itself as new technologies fuel the adoption of new processes. But not all of them are succeeding.
While it’s logical to assume that a shift toward a more consumer-centric ethos among major brands will benefit consumers, studies show that brands stand to gain as well. That’s because most consumers are willing to pay for superior experiences. A 2018 PwC survey found that they’d spend up to 16% more on products and services if better CX was part of the package. Yet that same survey found that consumers are mostly underwhelmed by their typical experiences with brands.
Their chief complaint? Brands aren’t able to provide a human touch.
This finding shouldn’t be surprising. Over the past decade or so, consumer brands have invested heavily in technologies like chatbots, digital payments infrastructures, and data analysis tools, all in the name of understanding and serving their customers better. But in the midst of this technological arms race, many customers feel forgotten.
Fortunately, more companies are starting to realize that digital transformation does not equal customer experience. While technology can augment a brand’s ability to understand customers, human insights should ultimately guide any CX strategy. With that in mind, here are three ways brands can deliver superior CX based on human nature.
Most people don’t want to have to explain what they’re looking for. That’s why the most successful companies are the ones that can proactively make changes to products or services, or recommendations for new ones before customers ask for them.
A decade ago, Adobe was simply known as the creator of Photoshop. Today, nearly every designer would agree that Adobe’s programs are an integral part of the design process, but not just because of its design tools. Over the years, the company has transformed its entire strategy to ensure that everything it does aligns with consumer preferences. This approach led to its adoption of the cloud and a subscription-based model and has ultimately cemented it as an experienced leader.
CX can be a misleading term. Customers are people, and the customer experience is really just a part of an individual’s human experience, which occurs via five basic senses. These senses control our emotions and drive our decision-making, including the decisions we make with our wallets.
A growing number of marketers are beginning to realize that our sense of smell, in particular, can significantly impact our shopping behavior. Nike has found that…
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At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
The first point of contact team acts as the first impression of your business and the start of a positive customer experience that will boost a customer’s confidence in your service and product offerings. Above all, the service ensures that all issues and concerns will be resolved in a quick and respectful manner. While also […]
The first point of contact team acts as the first impression of your business and the start of a positive customer experience that will boost a customer’s confidence in your service and product offerings. Above all, the service ensures that all issues and concerns will be resolved in a quick and respectful manner. While also ensuring customer loyalty and retention.
In an increasingly demanding technological world, customers have access to multiple touch points for contacting your business’ customer support at any time of the day. However, when customers first contact your company, they desire their queries to be solved right away. This should be a norm in customer service, failure to do this can often be harmful to customer satisfaction.
There are many reasons why a business should avail of a first point of contact service. Especially when it comes to ensuring the satisfaction of your customers.
When a customer reaches out to your business, they want a hassle free and fast solution to their problem. The first point of contact team ensure that your customers are being met by a customer support representative. That is knowledgeable of your business and respectful of your customers’ needs. All call agents are expertly trained to ensure your customers are provided with quick, seamless expert advice.
Outsourcing customer support services can have multiple benefits for business owners especially in terms of reducing overall business costs. Using a first point of contact service team means that there is no need for hiring in-house.
First point of call agents have access to your business’ CRM and diary management systems allowing them to easily access and update customer information. This is beneficial as it allows call agents to provide customers with a personalised customer service. Service is based on their past interactions with your business.
All call agents are coached in providing the highest level of customer service and first call resolution to ensure that queries are promptly and efficiently answered. A first point of contact team may use a call script provided by your business if you required.
Resolving a customer’s issue in the first call is a benefit when improving loyalty among your customers.
Call Pageboy Contact Centre‘s first point of contact service offers seamless support to your customers. Our call agents answer your customers queries over a number of different touch points including phone, email, SMS, and online support. We integrate with your CRM system or diary management software and adhere to all escalation procedures to ensure that your customers concerns are efficiently answered.
Technology is advancing on a daily basis at an alarming rate. It is inevitable that all businesses will need to adapt to these changes. This in order to continue competing in their respective markets and to satisfy customers. These updates also determine the level of expectation that customers will have of a company’s service support […]
Technology is advancing on a daily basis at an alarming rate. It is inevitable that all businesses will need to adapt to these changes. This in order to continue competing in their respective markets and to satisfy customers. These updates also determine the level of expectation that customers will have of a company’s service support and operations.
Investing in call centre technology can help your company raise the bar in terms of customer service provision. Not only will it allow you to increase productivity and communication but also and most importantly, customer loyalty.
Today’s customers have become accustomed to being able to contact a company on their own time and terms. The customer journey has entered the era of omni-channel communication and businesses need the right technology in order to keep up. These advances in customer service technology provide the following benefits to companies:
The various big data platforms and software programs that are now available to call centres can provide a company with extensive insights into their customer database. From having instant access to data on behaviour, customer interactions with the company and their satisfaction levels. A company can accurately improve the customer journey. This will ultimately provide deeper insights for marketing strategies, lead generation campaigns and product innovation.
As technology progresses, so does the ability of customer support services to adapt. Also the ability to talk with their customers across a wide range of channels and methods. Call centre technology allows call agents to begin a conversation with a customer on live chat and carry it across to phone or email without disrupting the conversation and keeping the customer journey consistent.
An outsourced call centre provider can offer a company back up services in the event of a disaster. This means that all your company’s and customers information will be kept and held in a secure space. For example, if your company experiences a power outage, a call centre will be able to continue providing your customers with high quality customer support regardless of the hour and will update database information so that your company can have peace of mind knowing that your data is secure.
Here at Call Pageboy Contact Centre, we believe that the most successful part of a call centre is the technology infrastructure and resources that it offers. Our resources allow us to offer our clients and their customers 24 hour support, responding to customer needs in a quick and efficient manner.
If you would like to know more information about investing within call centre technology, contact us today.
This article was originally posted on customerthink.com Empathy in Customer Service The crisis brought about by COVID-19 has created an unprecedented shift in the way we go about our daily lives. Due to the risk of viral spread, contact centers around the globe have sent employees home to work, while absenteeism rates are at an […]
This article was originally posted on customerthink.com
The crisis brought about by COVID-19 has created an unprecedented shift in the way we go about our daily lives. Due to the risk of viral spread, contact centers around the globe have sent employees home to work, while absenteeism rates are at an all-time high due to illness, lack of childcare, and government mandated city shutdowns. Everyone is frantically trying to find a way to navigate this new, hectic environment. Amongst all of the craziness, our industry must not forget the most importance of empathy in customer service.
Though empathy has always been top of mind for customer experience (CX) professionals, right now it is more important than ever. In an industry built on people and relationships, it is vital to humanise each conversation to understand and build connections with every customer.
Employees should be prepared to serve each customer knowing that whomever they are talking to may be affected in some way by COVID-19. For example, maybe a consumer is calling in to stop automatic payment because they just lost their job, or another consumer is calling to cancel a reservation because they just found out their mother has tested positive for COVID-19. CX professionals must be proactive – listening, thinking and connecting to make sure each interaction makes customers feel supported. Demonstrating empathy has the power to deliver the short-term benefit of satisfying customers in the moment, and the long-term benefit of creating a positive emotional connection that translates to brand loyalty. There is no better form of marketing, than creating a lasting impression of the brand based on a memorable and positive interaction with customer service.
There are many ways those in the customer experience industry can demonstrate empathy that helps relieve stress and calm fears in these trying times.
In moments like these, there is no such thing as “over communicating”. Provide critical information proactively, respond to questions and concerns with high empathy, and exercise lots of patience. Make sure all employees are trained properly in empathy to create positive memorable customer experiences.
In the midst of a crisis, long wait times can be detrimental. Implement a call back feature and make sure to update self-help portals. There is also no better time to re-think video customer service as a strategy. Video can help deepen relationships, build trust, and connect on a human level.
HGS has developed three different pandemic bots, one to screen on-site employees with a health questionnaire to help eliminate virus spread, another for employees to use for tech support when working from home and one for customers, which tracks messages for agent callbacks. All of these practical tools can help create a smooth, positive experience for…
….continuing reading ‘The Importance of Empathy in Customer Service At This Time’ here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article was originally posted on wns.co.za. Build Stronger Customer Relationships Customers are unpredictable and understanding their buying behaviour is simply not possible. Well, not actually. This statement is only true for companies who have not yet harnessed the power of predictive analytics to gain customer insights. Up until now, most companies tackled customer retention by […]
This article was originally posted on wns.co.za.
Customers are unpredictable and understanding their buying behaviour is simply not possible. Well, not actually. This statement is only true for companies who have not yet harnessed the power of predictive analytics to gain customer insights. Up until now, most companies tackled customer retention by taking corrective steps after they went wrong to avoid losing out on potential customers. Today, companies can use predictive analytics to anticipate customer spending and focus on creating the right opportunities to foster customer loyalty.
A lot is spoken about analytics, particularly customer analytics, which is not an entirely new phenomenon and has in fact been around for quite time. Back in the 1950s, when businesses began to realise that every customer is different from the next and each have their own needs and wants, they started gathering data about their customers to begin to understand how these needs can be met. This saw the rise of customer segmentation according to demographics, physiological and social metrics, among others.
Fast forward to present time and the picture is similar, however, the amount of customer data now available has grown exponentially and a number of tools and technologies are available to decode and understand it. It is easy for companies to get lost in a deluge of data and have no idea what to do with it. That is the purpose of analytics – to thoroughly interrogate the data and go beyond the data to find the underlying stories that can drive greater business success.
Analytics can be divided into three broad types; descriptive, predictive and prescriptive analytics. In simple terms, descriptive analytics looks at the data and summarises it, predictive analytics analyses data to determine what is likely to happen, and prescriptive analytics looks at what can be done and makes the necessary recommendations for sound decision-making.
Gartner research reports that by 2020, predictive and prescriptive analytics will attract 40% of enterprises’ new investment in business intelligence and analytics.
Painting Accurate Customer Portraits with Predictive Analytics
Predictive analytics can be particularly valuable to a company’s overall customer experience. Through analysing both the structured and unstructured data, this technology can highlight historical patterns in relation to customer behaviour and use this to forecast future behaviour for particular customers on an individual level. In addition to pattern matching, predictive analytics also makes use of various other techniques, such as predictive modelling, forecasting, regression analysis and multivariate statistics.
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At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article was originally posted on forbes.com. Customer Experience Mindset Post COVID-19 It used to be that customer experience was the only way to differentiate your brand among a sea of sameness. Now the challenge is not just to stand-out, but to pivot, innovate and transform. These three buzzwords are much more easily said than […]
This article was originally posted on forbes.com.
It used to be that customer experience was the only way to differentiate your brand among a sea of sameness. Now the challenge is not just to stand-out, but to pivot, innovate and transform. These three buzzwords are much more easily said than done. This is not the time to quiver in fear and count our losses, but be a leader in helping customers get back on their feet. We are now serving a customer that’s been financially impacted by COVID-19, who wants to be a touchless and digital customer, and who will be living differently for some time. In modern life, we have been lucky to not have incurred a global catastrophe of this nature in over 100 years.
While we haven’t had a pandemic for over many years, we can look at history to assume there will be major lasting changes in the mind of the customer, as well as how we run our businesses and governments.
The Black Death, The Spanish Flu, WWII, 9/11 And … COVID-19
In a recent podcast with David Mayer – Senior Partner at Customer Strategy Consultancy Lippincott – we looked back at pandemics in history to think about how life might change tomorrow. For example in the 1300’s the Black Death in Europe killed 25–30 million people. It was credited by historians with ending feudalism – structuring society around relationships that were derived from the holding of land in exchange for service or labour and serfdom. The Black Death also ushered in the enlightenment – a range of ideas from the 1700s – centered on the celebration of reason. The new goals of rational humanity were happiness, knowledge and freedom. Here we also saw constitutional government and the separation of church and state.
The Spanish Flu of 1918 took between 50 and 100 million lives (2.5% of the global population). Afterward many governments socialised healthcare for all, while the U.S. initiated employer-based insurance plans. Additionally countries recognised the need to coordinate public health at the international level.
During World War II (1939-1945) women stepped up to take on jobs largely held by men (think about Rosie The Riveter – a cultural icon – who sports a red bandana, a strong flexed bicep and generally a “We Can Do It!” quote). Efforts to temporarily reduce social and legal barriers persisted after the war, driving an acceleration of female workforce participation. Then the men came home from war, got their jobs back, got married and moved with their wives to the suburbs to participate in the…
Continuing reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
As of March 24, 20% of the world’s population is effectively not leaving their residence except for essential activities. So what has the impact of this new working norm had on customer experience? Customer awareness, concern, and buying norms in reaction to the virus is rapidly shifting customer expectations and needs. This is a great opportunity […]
As of March 24, 20% of the world’s population is effectively not leaving their residence except for essential activities. So what has the impact of this new working norm had on customer experience?
Customer awareness, concern, and buying norms in reaction to the virus is rapidly shifting customer expectations and needs. This is a great opportunity to excel because customer expectations are high now with so much emotion and uncertainty. It has also forced many businesses to rethink what their customer care means.
As Working From Home is quickly becoming the new norm for many people, it has massively accelerated the inevitable shift from face-to-face interactions towards omni-channel digital communications.
Research from Salesforce tells us that 75% of people now expect a consistent experience wherever they engage with brands – be it through social media, websites or direct messaging. Immediacy is also in demand, with 64% of consumers expecting companies to interact with them without delay.
Customer experience will overtake price and product as the key brand differentiator. A good example of this is Amazon, where the delivery and convenience often acts as a driver for the products themselves. Consumers are no longer tolerant of poor digital performance and experiences. A third of all consumers will desert their suppliers after just one sub-standard digital customer experience.
Digital options for products and services has become a necessity for both companies and customers who are confined at home. Adoption to these digital options is growing rapidly, even strong growth within the most “digitally resistant” of customers. For some companies, the rapid development of digital functionalities is key to ensuring continuity of services. Many companies being forced into digital transformation in order to survive.
Digital needs such as online stores, online returns, online customer service for queries or complaints are just some of the digital transformations and/or improvements currently being explored by companies. Customer Experience shifts during COVID isn’t just about your current customers, what about your marketing and branding efforts?
L’Oréal China shifted all offline advertising budgets to only online and saw its online make-up sales rose in February.
Moreover, it is also important for brands to recognise that consumer needs and behaviours are changing, and thus brands should re-evaluate their digital storefront experience and address these changes throughout the journey.
Features on websites enable brands to interactive more with their audiences. This could add a number of benefits including;
All these require long-term investment to set up and maintain, but such digital capability helps brands defend future disruptions in physical stores.
Between looking for cost savings during this time but investing into necessary technologies to keep business going.
Necessity is the mother of invention and there’s no time like a crisis or a recession to force a business to look very frankly at its future strategy and consider where it’s going to be when the storm has passed. The pace at which COVID19 has hit has required many businesses to be very nimble in their response at a time when the mantra ‘innovate or die’ has never been more relevant.
Plenty of Irish SMEs – as well as companies that are not so small – have stepped up to the challenge and are diversifying their offering to cater for new consumer demands, or have completely refocused their enterprise in order to survive.
Source RTE
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article was originally posted on khoros.com Re-engaging customers after quarantine Though the timeline is unclear, the COVID-19 quarantine will eventually end and you will need to re-engage customers. Businesses have been in reaction mode as the crisis has escalated — updating their messaging, content strategies and customer service tactics to best support their customers […]
This article was originally posted on khoros.com
Though the timeline is unclear, the COVID-19 quarantine will eventually end and you will need to re-engage customers. Businesses have been in reaction mode as the crisis has escalated — updating their messaging, content strategies and customer service tactics to best support their customers through a difficult time.
But it’s not too soon to start looking forward. Even though things will be different for a long time, people will start going out and consuming again — and businesses can be ready for them. Once people are allowed to leave their home, having a business strategy in place for re-engaging customers will ease the transition from supporting them in quarantine to serving them as they return to a new normal.
Above all, it’s vital to understand your customers’ needs during a unique period. To help you get ahead on your post-COVID-19 strategy, here are eight tips for effectively communicating information important to your business and encouraging customers to engage.
Once you’re ready to resume more traditional operations, even if it involves contactless transactions, safeguards, and other necessary precautions, you’ll want to let your customers know. You should do this across a variety of channels, but it’s important that you add any post-quarantine announcements to your website’s homepage, where they can’t be missed. You can accomplish this in several ways. Here are a few ideas to get you started:
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At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
What is Customer Experience or CX? You might think that Customer Experience is just a trend or a buzzword. However it is a very real and very important part of your business. Customer Experience (CX), refers to how a customer feels about a brand or company based on their experiences. CX managers and departments responsible […]
You might think that Customer Experience is just a trend or a buzzword. However it is a very real and very important part of your business. Customer Experience (CX), refers to how a customer feels about a brand or company based on their experiences. CX managers and departments responsible for creating an optimal Customer Experience Strategy are tasked with ensuring customers have positive experiences with the company. Whether through purchasing a product or service, receiving support for their purchase, or being engaged by marketing or advertising initiatives.
Due to the rise of seamless, on-demand services delivered by the likes of Apple. Customer experience will overtake price and product as the key brand differentiator.
Research from Salesforce tells us that 75% of people now expect a consistent experience wherever they engage with brands – be it through social media, mobile, or even in person. Immediacy is also in demand, with 64% of consumers expecting companies to interact with them without delay.
Customer experience will overtake price and product as the key brand differentiator. A good example of this is Amazon, where the delivery and convenience often acts as a driver for the products themselves.
With the rise of digital wallets and high-speed internet through the 5G network, it’s more convenient than ever for consumers to shop on their phones.
Engineering Manager of Mobile Raquel Hernandez says: “It’s no secret that the convenience of mobile digital wallets is starting to become increasingly prevalent in both brick-and-mortar and online retail.” – Source: BuiltIn
The availability of Apple Pay, Samsung Pay and Android Pay is further reducing the friction of online payments in a mobile world.
Artificial intelligence (AI) makes it possible for machines to learn from experience, adjust to new inputs and perform human-like tasks. In CX this application in used to provide answers to simple customer questions 24/7. Sorting messaging, prioritising queries to a human agent quickly where necessary, and by freeing up human agents to facilitate higher value calls.
This is possible by analysing large amounts of data faster than a human agent ever could. Therefore predicting the required response quickly, and with more accuracy, than has been previously available.
AI uses cutting edge voice recognition to understand what someone is asking, identify the consumer, and predict the necessary response.
Voice of Customer, captures, analyses and reports on all customer feedback—expectations, likes, and dislikes—associated with your company. It’s aimed to help you discover what your customers think of your business, product or service.
The secret to retaining customers isn’t a price or product. It’s the customer experience (CX) that your company offers. Collecting customer feedback helps you understand your customer expectations, and identify ways your company could deliver on those.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article was originally posted on abtasty.com. Customer Experience During Covid-19 You, like me, like my colleagues, are probably working from home. In fact, as of March 24, 20% of the world’s population is effectively not leaving their residence except for essential activities. This is an unprecedented societal shift, and from a purely business perspective, it’s already […]
This article was originally posted on abtasty.com.
You, like me, like my colleagues, are probably working from home. In fact, as of March 24, 20% of the world’s population is effectively not leaving their residence except for essential activities.
This is an unprecedented societal shift, and from a purely business perspective, it’s already affecting buyer journeys, customer expectations and brands’ abilities to meet them.
Anybody who works in marketing, sales, and product development is facing similar challenges – we’re all in the same boat.
While not wishing to minimise in any way the human impact of this pandemic, we wanted to share some tips for smoothing out the customer journey in this novel context.
You may have intuited this, but all of this ‘at home time’ is pushing smartphone usage way up – especially among the younger generation. A Global Web Index report, which collected data between March 16 and 20 from 13 countries, bore this out:
“70% globally say they are spending more time on their smartphone, climbing above 80% for Gen Z.”
Digging into the data reveals some differences based on age, gender and location, but the overall trend is prominent.
So, if you have a web presence, you’re going to want to make your smartphone customer experience as smooth as possible. We have lots of tips on how to improve the mobile experience on our site, but a few to start off with:
Embracing Corporate Social Responsibility and showing the ‘purpose’ behind your brand is key in…
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Continuing reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Customer Service in Industry today Today, customer service is no longer a supplementary business function, over the last few years it has quickly become a competitive necessity rather than a competitive advantage. It actively impacts your businesses bottom line. In fact, according to research done by Accenture, almost 50% of customers would be willing to […]
Today, customer service is no longer a supplementary business function, over the last few years it has quickly become a competitive necessity rather than a competitive advantage. It actively impacts your businesses bottom line. In fact, according to research done by Accenture, almost 50% of customers would be willing to pay a higher price for products or services if they could also expect a higher level of customer service.
Bad customer service can cause:
All businesses will inevitably experience negative or bad customer service feedback at various stages during the lifespan of their company. As much as we all hope we could, it is impossible to ensure that our customers will be satisfied 100 percent of the time.
With accessibility to the Internet improving, it is much easier for a customer to share their negative experiences. Also many can see the negative complaints. The most important part of receiving negative feedback is how your business decides to handle it. React correctly and you may be able to diffuse the situation quickly. React badly and you can be sure that events will escalate further.
Metrics are very important because they allow us to quantify our results. However, not all metrics are useful, and some might be useful but are hard to interpret. So what makes a metric useful?
The easiest way to assertion if a metric is useful, or Smart, use the 3 “A’s”:
When morale within a company or for an individual becomes low or decreases, the employees’ focus shifts to self-preservation and fulfilling self-interests. The knock on effect on your business customer service is that employees no longer show a genuine interest in satisfying your clients’ needs.
Employees who are unhappy and have a lack of concern for the company tend to project those feelings onto a firm’s customers. Poor motivation and resentment in employees usually originates from feeling unappreciated by management
When an employee’s personal life is in turmoil or they have loss of control, they may exercise control, anger and negativity toward customers in an attempt to create control in that part of their life.
One of the solutions is to have clear communications with employees: If their personal life is affecting work performance, talk about it. Time off, offer access to talk with a professional or just offering listening support may prevent more serious problems.
According to survey done by Gartner, 89% of companies compete primarily on the basis of customer experience, up from just 36% in 2010. Customer experience is the most pressing mandate for marketers.
Although we all know that retaining customers costs less than attracting new ones, for some reason this isn’t being translated into business strategy. Increasing customer retention rates by 5% leads to on average an increase to profits by 25%, even as much as 95%! According to research done by Frederick Reichheld of Bain & Company.
Given the fact that on average it costs 5 times more to attract a new customer to your brand then nurturing the customers you already have its a no brainer to have a Customer Experience Strategy in place.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on AI was originally posted on forbes.com. AI Increasing Role In Customer Service Customer experience should always be a top focus for any business. Keeping existing customers happy gives businesses a much better return than having to constantly find new customers. Continual advancements in technology are giving companies additional tools and resources to […]
This article on AI was originally posted on forbes.com.
Customer experience should always be a top focus for any business. Keeping existing customers happy gives businesses a much better return than having to constantly find new customers. Continual advancements in technology are giving companies additional tools and resources to transform customer service interactions, providing better response times and increased quality of interaction. Increasingly, artificial intelligence is helping companies improve customer service, improve customer loyalty and brand reputation, and enable employees to focus on higher value tasks that provide greater returns. As AI is increasingly adopted, the potential impacts to customer service are announcing themselves in surprisingly useful ways.
Improved Customer Satisfaction with AI
The use of bots as customer service agents capable of handling many tasks is revolutionising the relationships between companies and their clients. From handling various tasks, troubleshooting, or interacting with potential customers, companies are finding much value from AI powered bots. AI powered chatbots are capable of helping a large number of customers 24/7 without the need for an actual human employee. Because of this, AI-enabled chatbots are increasingly being used as the front-line of customer engagement. Using chatbots as a first interaction can help identify consumer needs in a way that can easily identify more complex problems and ensure that the correct people are looking at them.
AI powered bots can proactively start conversations with customers, provide relevant information and help with each touch point throughout the entire customer lifecycle. This allows customers to get the answers that they need, when they want it, without having to wait on hold for an employee to become available, which can drastically improve time to resolution and customer satisfaction….
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Continuing reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Managing customer calls can be overwhelming for your in-house staff especially when call volumes rise. Be it due to a lack of in-house resources or due to a busy seasonal period, outsourcing your overflow service to a third party call centre can offer huge benefits for your company. An overflow service is easy to set […]
Managing customer calls can be overwhelming for your in-house staff especially when call volumes rise. Be it due to a lack of in-house resources or due to a busy seasonal period, outsourcing your overflow service to a third party call centre can offer huge benefits for your company.
An overflow service is easy to set up and offers your business around the clock customer support and help desk services. Whether for operational or strategic reasons, outsourcing your overflow calls ensures that your customers are never kept waiting. This is especially important in a competitive business environment. Being there for your customers even when your in-house staff cannot, will ultimately boost overall customer loyalty and company profit.
Providing your customers with an uninterrupted level of customer service. During peak hours reduces call waiting times and customer frustration levels. Trained call centre agents handle overflow calls. During your busy and after hours periods leading to an increased level of service and call quality for your customers.
In the event of company downtime either due to bad weather, power outages or unreliable computer infrastructure having an overflow service contract. With a call centre ensures that your business continues to provide a high level of customer service at all times. Call centre agents will have access to your customer database and CRM system enabling them to track customer calls and queries until your company is back up and running.
As a customer, you can be frustrated when you are put on hold. When getting in touch with customer support. It is inevitable that during peak hours it may not be possible to adequately answer all calls to a standard. That your business would like to provide, especially if call volumes are large. A frustrated customer can often lead to a lost customer. If you hire an overflow service, your customers will never be left waiting. Leading to a reduced call abandonment rate.
Outsourcing your overflow service provides your in-house staff with more time resources. To provide a higher quality of customer service during busy periods. Without the stress of handling large volumes of calls, your in-house staff will be able to focus on and address your customers’ needs. When your customers consistently receive a positive customer experience on every interaction with your business, it ultimately leads to higher levels of customer satisfaction.
At Call Pageboy Call Centre, our overflow service ensures that your customers are always kept happy. Your emails and calls will always be answered 24/7/365 because our trained call agents are always on call. If you are interested in learning more about our overflow service or the range of customer support services that we offer, contact us here.
This article on on the success of communication was originally posted on communicaid.com. Communication with customers is key to success An article in the Economist focused on the secret of IBM’s long success story as the latter celebrated its 100th anniversary. The article suggests that IBM’s success was due more to its ‘strong customer relationships […]
This article on on the success of communication was originally posted on communicaid.com.
An article in the Economist focused on the secret of IBM’s long success story as the latter celebrated its 100th anniversary. The article suggests that IBM’s success was due more to its ‘strong customer relationships than with its machines or software’. The fact that this large organisation has always kept up regular communication with its customers has been an essential key to its success.
Everyone would agree in principle that maintaining customers once they are part of your client base is fundamental. With time, your customers build up a relationship with your company and consequently develop a sense of loyalty. They are therefore more open to any changes that your company implements and more understanding than new customers might be of any errors or delays. So, what are the benefits of communicating regularly with these customers?
As IBM experienced, market changes can be rough and the survivors are those companies who learn to adapt quickly to these changes. Customers will be more inclined to stay with the company they trust when changes in the market occur. Trust is built up through regular communication and can help ease existing customers through these changes by making them appear less dramatic.
Good communication works both ways. It is important to allow customers to express their views on your products or services and to make suggestions about what improvements can be made. This ‘feedback’ could reveal some common feelings among large numbers of customers and imply that some modifications need to be made. Customers who see that you are acting on their comments will feel valued and continue to communicate in this constructive way.
Working together with your customers enables you to develop services that are tailored to their specific needs. Why impose products or services on a customer when ones can be developed which suit the customer better? Each customer is an individual and consequently has individual needs. Since 2002 the IBM services industry, its main division, often ‘co-creates’ products with customers…
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Continuing reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Why use a Diary Management Service? The importance of keeping an accurate business diary is a vital part of your business success. This business tool can be the difference between your business expanding and not expanding. Carelessness of this vital part of your business will lead to an array of issues both presently and down […]
The importance of keeping an accurate business diary is a vital part of your business success.
This business tool can be the difference between your business expanding and not expanding. Carelessness of this vital part of your business will lead to an array of issues both presently and down the line in the future.
The most common reasons why people think they don’t need a Diary Management system is:
Outsourcing your diary management service to a third party company can have huge benefits for your company. Especially when it comes to improving both time management skills and freeing up valuable in-house staff working hours. The latest ONS statistics show that around 582,000 people are employed as business sales executives, sales accounts and business development managers. That’s a lot of appointment diaries that need to be managed, with many companies leaving team members to look after their own. Free up your employees time to do the work you’ve hired them to do and not to waste time on admin obligations.
Some of the common issues businesses face from this carelessness include:
The most common diary admissions that take up valuable time and are better off being handled by a diary management system is:
Not only does having an effective diary management system to organise your day and not miss any important meetings, calls or deadline. But research has discovered that by merely having a task entered into a calendar we are 75% more likely to achieve this task on-time. So it actually increases productivity while freeing up time for yourself and your employees.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on Point of Contact was originally posted on marketing91.com. Marketing 91 is a resourceful marketing portal on the web. Point of Contact: Meaning, Types, Examples, and Advantages Point of Contact is the individual representing a business entity or an organization for a particular task and who handles the communication and co ordination. It can also be […]
This article on Point of Contact was originally posted on marketing91.com. Marketing 91 is a resourceful marketing portal on the web.
Point of Contact is the individual representing a business entity or an organization for a particular task and who handles the communication and co ordination. It can also be a specific department that acts as a coordinating point in terms of an activity or a project.
It’s is mainly used in circumstances where the situation demands accuracy and exact timing in all its dealings.
Point of contact is considered the focal point that collects necessary information and data and distributes it accordingly. He is an important part of your organization that acts as its frontal face. Potential customers contact this individual to gain and share their information.
He is a representative who has been hired to serve a key role in the company. He maintains a balanced and cordial relationship with the customers who wish to deal with the company.
All the interactions that are conducted between a probable client or customer and the point of contact cement the future relationship one step further. The point of contact serves as a bridge between the organization and the interested clients and customers.
This focal point helps the brand to gain better visibility in the market and increase brand awareness in the mindset of the consumers.
It can be a single person or a team that handles requests for a company, project, service, department, location, event, or a business function. It has various duties, but the most important one is to maintain a healthy relationship with its customers.
The advantages of maintaining…
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At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
One of the first rules of business is to build a loyal customer base, and build a great relationship with them. The best indicator of your brand loyalty is your customer retention vs your customer churn. Although we all know that retaining customers costs less than attracting new ones, for some reason this isn’t being […]
One of the first rules of business is to build a loyal customer base, and build a great relationship with them. The best indicator of your brand loyalty is your customer retention vs your customer churn.
Although we all know that retaining customers costs less than attracting new ones, for some reason this isn’t being translated into business strategy. Increasing customer retention rates by 5% leads to on average an increase to profits by 25%, even as much as 95%! According to research done by Frederick Reichheld of Bain & Company.
Given the fact that on average it costs 5 times more to attract a new customer to your brand then nurturing the customers you already have, its very surprising that 44% of companies have a greater focus on customer acquisition vs. 18% that focus on retention.
Understanding and limiting churn is critical to business success. The most simplest explanation, churn is when a customer decides to stop using your product or service.
With the aid of big data and analysis we can now highlight the possible reasons why a churn happened, allowing visibility into early indicators that a customer might churn soon, allowing you time to rectify if there is an issue before the churn actually happens.
A high churn rate will decrease profit margins and if left unchecked might complete stop your ability to achieve profits. Even if you have a big churn rate but are currently achieving profits, unfortunately this is not sustainable.
Don’t worry, there are no complicated algebraic formulas that take pages to solve. Measuring churn rate is relatively simply, which is one of the reasons why it’s so important for all companies to do. Keeping a close eye on your churn lets you attach value to sales and marketing strategies and allows you to use researches more efficiently.
Churn calculation example;
Take a time period – lets say a yearly quarter.
How many customer did you have at the start of the quarter VS how many customers you had at the end of the quarter;
Start of quarter = 100
End of quarter = 85
100-85 = 15
15/100 x 100/1 = 15%
You have a 15% churn rate.
There are more advanced and complicated churn rate calculations you can do however get the basics right first and then look further if you wish.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article was originally posted by bareinternational.com. Bare International gathers the information needed to improve the overall quality of brand performance and profitability. Why Ignoring Your Online Reputation Could be Fatal As a business, your online reputation is incredibly precious. As more consumers rely on online research, your brand’s reputation can make or break your […]
This article was originally posted by bareinternational.com. Bare International gathers the information needed to improve the overall quality of brand performance and profitability.
As a business, your online reputation is incredibly precious. As more consumers rely on online research, your brand’s reputation can make or break your business.
In 2019, online reputation management (ORM) is not only applicable to every business with an online presence; ignoring it can cost you customers and money. Are you paying attention?
Whether you like it or not, if your business is online, your reputation is also. With more than 90% of consumers now looking at online reviews before they buy from a company, you have the potential to gain, or lose that 90% based on what your consumers can find…
Reputation management is the process of taking your online reputation back into your own hands. By investing in Online Reputation Management, you’ll create an active online standing to help boost your brand’s legitimacy and credibility.
As you’ll see in the infographic below, courtesy of WebpageFX, online reviews and reputation management is crucial to…
… continue reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Talking to a customers using online chats vs on the phone requires a special kind of training and is much more than just typing responses or sending prewritten answers. This type of instant communication has changed the way companies interact with their customers. Live chat has become the leading digital contact method for online customers, […]
Talking to a customers using online chats vs on the phone requires a special kind of training and is much more than just typing responses or sending prewritten answers. This type of instant communication has changed the way companies interact with their customers. Live chat has become the leading digital contact method for online customers, a massive 46% of users prefer live chat compared to just 29% for email, and 16% for social media.
This is true when meeting new people or talking to someone over the phone for the first time. So why would it be different for online chats? Well its not. In fact use of language and tone is arguably more important over chat. Sentiment or meanings can easily be misunderstood or miscommunicated so extra care is needed when chatting with a client.
Always start the conversation introducing yourself with your name so the client immediately humanises you.
Use a typing indicator so the client knows you are responding and have not left the chat.
Using a display picture of the agent the client is talking with humanises the agent and allows the client to have more of a connection with them.
Avoid using caps, they can sound AGGRESSIVE.
Clients choose to use chat for the immediacy of support. If you are not responding within a timely matter you’re not giving your client the support they expect.
Use pre-chat surveys – Asking a set questions before the chat is initiated. Maybe there is data needed before an agent can talk about a certain account, or there are specialists for different areas of the business or query types. If you ask the client for this information it not only saves time, but the agent may have a better understanding of why the client got in touch and can personalise or adapt their approach from the very start. Making the whole chat quicker and more efficient.
Allowing clients to give feedback shows them you care and it improves your overall service to identify any issues.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article was originally posted on freshdesk.com. Chatbots What a customer takes home from a brand is the experience it provides. Gartner proved that customer experience is a game-changer for brands. In fact, 81% of companies expect to compete on the basis of customer experience in 2019. This head-on competition is driving brands to strengthen their customer experience […]
This article was originally posted on freshdesk.com.
What a customer takes home from a brand is the experience it provides. Gartner proved that customer experience is a game-changer for brands. In fact, 81% of companies expect to compete on the basis of customer experience in 2019. This head-on competition is driving brands to strengthen their customer experience strategies.
“Regardless of your service, product, size of business or industry, customer experience has proven to be a key differentiating point for companies around the world.”
– Michel Falcon, Customer Experience Advisor and Keynote Speaker
What can your brand add to your existing strategy to up your game?
A chatbot.
While there are a bunch of things you can do, chatbots are a must have in your customer experience strategy. In this article, we discuss how it can positively impact your customer’s journey.
By definition, a chatbot is an artificial intelligence (AI) software that can simulate a conversation (or chat) with a user.
With technology improving by the day, traditional methods of engaging customers are also advancing. Industries like banking, entertainment, healthcare, news, fashion and more have adopted chatbots. Going by research — 85% of all customer interactions will be conducted without humans by 20202. Everyone is headed towards using chatbots as the mode of communication. A chatbot is one of the key differentiators for brands that provide good customer experience versus the rest.
Brands like Sephora, H&M, Duolingo etc., use chatbots to offer their services.
The H&M chatbot does the job of a personal stylist.
At the end of an interactive conversation, the bot recommends an outfit based on the customer’s taste.
In the banking industry, Bank of America launched its digital assistant ‘Erica’. Apart from making payments and checking balance, Erica also educates and helps customers save money.
#1 Play Assistants to Support Agents
A study conducted by PwC revealed nearly 80% of American consumers feel that speed, convenience, knowledgeable help, and friendly service are the most important elements of a positive customer experience3….
…The article goes on to include:
Continuing reading here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
According to statista, as of October 2019, 1.6 billion users were accessing the WhatsApp messenger on a monthly basis. The app’s reach and usage penetration is particularly strong in markets outside of the United States. It is one of the most popular mobile social apps worldwide. As a result, using it to connect with your […]
According to statista, as of October 2019, 1.6 billion users were accessing the WhatsApp messenger on a monthly basis. The app’s reach and usage penetration is particularly strong in markets outside of the United States. It is one of the most popular mobile social apps worldwide.
As a result, using it to connect with your users is beneficial. However you can forget about using WhatsApp to target their 1.6 billion users with ads. WhatsApp currently doesn’t serve ads and its encrypted messaging system means targeting would be very limited anyway.
A lot of business are talking about and looking into WhatsApp Business or the WhatsApp Business API. Omnichannel customer support has become the customers preferred choice in communication. Because of this, many customers are now choosing products and services based on their ease of customer support offerings. Customer experience is quickly overtaking price and product as the key brand differentiator. A good example of this is Amazon, where the delivery and convenience often acts as a driver for the products themselves.
WhatsApp business was first launched back in 2018, but it was for Android phones only. Last April it was rolled out to iPhone and is now available in most countries around the world. It is a completely stand alone solution to the standard version of WhatsApp we all know. This app is mainly aimed at small business owners and is designed to make it easier for them to communicate with customers.
The main features are:
This API is aimed at medium and larger businesses who use communication channels for their mass market. This is a paid platform and you are required to apply and be accepted by WhatsApp before starting to use the API. Once accepted, the API allows tailor made automate messaging, which isn’t available using the free Business App.
With WhatsApp Business API, companies can send;
For more information about WhatsApp Business API please click here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article originally named ‘How IoT Can Enhance the Customer Experience’, was originally posted on banyanhills.com. Banyan Hills Technologies was formed in to help customers solve for the complexity surrounding the Internet of Things (IoT). How IOT Can Increase Customer Service First, let’s focus on why the customer experience is so important. Companies such as Amazon, […]
This article originally named ‘How IoT Can Enhance the Customer Experiencewas originally posted on banyanhills.com. Banyan Hills Technologies was formed in to help customers solve for the complexity surrounding the Internet of Things (IoT).
First, let’s focus on why the customer experience is so important. Companies such as Amazon, Zappos, Apple, Uber and the Dollar Shave Club have made it a central part of their brand.
The reason is simple: companies that focus on the customer experience realise important benefits. Research has demonstrated that satisfied customers will spend more on products, exhibit deeper loyalty and recommend a brand more frequently than customers who are not satisfied. For those reasons alone, producing a positive customer experience should be considered a competitive edge.
What role does IoT play in enhancing the customer experience? It’s starting to touch almost every area and should be considered part of any customer experience strategy. Here are three places where IoT can be particularly useful in creating more satisfied customers:
IoT can play a significant role in creating a positive customer experience.
For example, IoT can improve customer satisfaction by monitoring equipment for problems. In some situations, the IoT sensors may be able to predict problems before they surface. Perhaps a piece of equipment exhibits certain symptoms before it breaks down. If the IoT device could send an alert to an engineer warning them about the potential problem, the equipment could be fixed before the problem leads to any downtime.
What if the problem has gotten so bad that the equipment failure has led to downtime? The customer will need to contact support, explain what happened and then wait for a technician to be dispatched. An Internet of Things solution could circumvent those steps by automatically notifying a technician that a certain piece of equipment has failed for a particular reason and requires a service call. All of this could happen before the customer even calls to speak with a support desk. How much happier would the customer be if they knew that help was already on the way?
In a world where Amazon is increasingly dominating the shopping experience, customers want their products quickly and they want them shipped for free within a couple of days. That’s becoming table stakes when competing for customers’ share of wallet.
IoT can keep inventory levels high enough to meet customer demand. In warehouses where products are stored, IoT sensors will know when supply is low and send an automatic order to replenish. This in turn keeps customers happy because they can order their products without delay…
…Continue reading article here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article originally named ‘Call Center Outsourcing: The 7 Step Checklist You Need’, was originally posted on timedoctor.com. Time Doctor’s goal is to help individuals and organisations be more productive. To help people stop wasting their lives on distractions and finish what is important to them instead. Call Center Outsourcing: The 7 Step Checklist You Need […]
This article originally named ‘Call Center Outsourcing: The 7 Step Checklist You Needwas originally posted on timedoctor.com. Time Doctor’s goal is to help individuals and organisations be more productive. To help people stop wasting their lives on distractions and finish what is important to them instead.
If your business is booming, it may be time to set up a call center.
And, if your pockets aren’t as deep as you’d like them to be, call center outsourcing could be your best bet.
It’s important to note that setting up a call center is an investment of both time and money, and most firms can’t afford to get it wrong.
This article will act as a 7 step guide to help you get off on the right foot. You’ll learn everything from recognizing if you’re ready for a call center to investing in the right tools to run your call center efficiently and everything in between.
7 Step Checklist Summary:
Step 1: How To Tell If You’re Ready to Outsource Work To a Call Center
Step 2: Conduct Research & Define Your Objectives
Step 3: Use Your Objectives to Guide Your Hiring Decisions
Step 4: Make Sure You Have The Right Tools
Step 5: Consider The Skills You Need
Step 6: Start Hiring
Step 7: Reevaluate Often
If you’re looking for an easy way to see which tasks your freelancers are working on, then check out Time Doctor free for 14 days. You’ll see what tasks they’re working on right now, how long each task takes to complete, and see which apps and websites they’re visiting right now.
Before you outsource your call center, it’s important to make sure you’re ready for a call center. You can do this by asking yourself a few important questions:
If you answered “yes” to these questions, then you know it’s time to start building your call center…
… To continue reading this article please click here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on ‘The Future of Customer Service: 12 Trends to Test in 2020′, was originally posted by Levi Olmstead on nextiva.com. The Future of Customer Service: 12 Trends to Test in 2020 The future of customer service could mean the future of your business. 77% of customers are “fed up” with bad customer service, and 91% of consumers […]
This article on ‘The Future of Customer Service: 12 Trends to Test in 2020′was originally posted by Levi Olmstead on nextiva.com.
The future of customer service could mean the future of your business. 77% of customers are “fed up” with bad customer service, and 91% of consumers only buy from brands they trust. That means poor customer service leads to lost customers and lost revenue.
Consumers demand amazing service and will spend more to get it. Companies who don’t adapt to this risk their livelihood. And companies that do are making millions. But like so much else, change is fast-paced.
Each day brings new ideas and new challenges. And in a service-oriented space, you might feel adrift.
So, what can you do to ensure your business keeps pace with customer service trends? We’ve got you covered. Here are 12 customer service trends to watch and even get ahead of the pack!
Omnichannel is one of the most successful trends in marketing. An omnichannel approach treats each customer experience as a single journey with the customer at the center. All channels work together seamlessly every step of the way.
Although many companies have multiple channels, they aren’t all truly omnichannel.
Multichannel approaches put the business at the center. And in this approach, channels often operate in silos, which disrupts the user experience.
According to Shopify, the omnichannel vs. multichannel difference is clear: “[O]mnichannel removes the boundaries between different sales and marketing channels to create a unified, integrated whole.
The distinctions between channels—onsite, social, mobile, email, physical, and instant messaging—disappear as a single view of the customer as well as a single experience of commerce emerges.”
But, omnichannel doesn’t mean every customer or every company uses every channel. Instead, successful strategies engage customers where they are.
It doesn’t tell them where they have to go. And they know what their various types of customers need. If a channel isn’t well-executed, you’ll do more harm than good. In fact, you’ll erode the customer experience.
Customer service is one thing, but it doesn’t guarantee your customers will stick around. In a world where it’s easier to do customer service right, great customer service experience might not be a differentiator. Customers must also get value.
A focus on customer success delivers value faster and more consistently over time. And results show up in your retention numbers.
So what’s the difference? Customer service is about reacting to situations and interactions. Good customer service happens when a product delivers on its promise. Or when the package arrives on time or early.
By contrast, customer success is proactive. It addresses problems before they start. And it arms customers with what they need for success. Customer success identifies metrics that create successful customers and works to help every customer succeed faster.
Ask yourself, what can we do today to help our customers get value from what we offer? You might even hire a Customer Success team to track, plan, and facilitate customer success.
To continue reading this article please click here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
FCR is an acronym for First Contact Resolution. FCR is also sometimes referred to “one-touch” cases. This single number reflects both the efficiency and effectiveness of your service reps, so it’s no wonder that teams put this KPI up on a pedestal. In an increasingly demanding technological world, customers have access to multiple touch points […]
FCR is an acronym for First Contact Resolution.
FCR is also sometimes referred to “one-touch” cases. This single number reflects both the efficiency and effectiveness of your service reps, so it’s no wonder that teams put this KPI up on a pedestal.
In an increasingly demanding technological world, customers have access to multiple touch points for contacting your business’ customer support at any time of the day. However, when customers first contact your company, they desire their queries to be solved right away. This should be the norm in customer service and failure to do this can often be harmful to customer satisfaction.
You can help your customers even before they contact you. Users these days, especially millennials, tend to be more self-efficient than older generations and want to figure out things for themselves. Therefore having resources such as FAQ’s, trouble shooting forums and online chats etc.. is essential. This allows them to help themselves and to do it quickly and efficiently for both the customer and the company.
After you have conducted a first call resolution analysis, it is important to conduct a root cause analysis on the calls that were not resolved on first contact. A good root cause analysis will help to identify trends, pinpoint inefficiencies and can inform data-driven decision making.
You can identify issues by looking into:
Do you have multiple departments that can receive calls? Why not set up dedicated lines so customers can call the department they need directly rather than being redirected.
Or alternatively have a phone system set up that users call one number but are promoted to choose from a selection of options. This reduces time spent by support staff directing calls, where they can better spend their time solving issues for customers. This also reduces call times for customers as they are promoted straight away to choose their option. Rather than waiting for the line to be picked up by an agent, to be then redirected, to then wait again for another agent to pick up.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on ‘Why is First Point of Contact so important?’, was originally posted by Susan Fish on charityvillage.com. Why is First Point of Contact (FPOC) so important? It can be argued that staff who are the first point of contact with your organisation, which includes but isn’t limited to receptionists, call centre employees, and gift […]
This article on ‘Why is First Point of Contact so important?was originally posted by Susan Fish on charityvillage.com.
It can be argued that staff who are the first point of contact with your organisation, which includes but isn’t limited to receptionists, call centre employees, and gift processors, are among the most important positions in an organisation and should be supported as such.
Each staff member is your organisation, says behaviour change consultant Derek Stockley. An organisation can have 10,000 employees but for the customer — the volunteer, donor, client or member of the public — the one person they meet functions as the organisation’s representative or ambassador.
Donna Lockhart, partner with the Rethink Group, notes that first point of contact can be anyone from a senior executive to a volunteer, but that there are certain roles that include this function as a primary responsibility. Marketer Allison Gauss says, “Starting off on the right foot can be the difference between landing a valuable donor or falling off their radar.” The same can be true for first contact with volunteers or the general public: first impressions matter.
This can be translated into very tangible terms for the organisation, cautions fundraising consultant Fraser Green of Good Works. “If you contact a charity and they treat you like a queen, you might stay with them for twenty years.” In a world where donor retention and loyalty are legitimate challenges, Green adds, “Every opportunity to create donor loyalty is an opportunity to make a huge return on a small investment.”
Effectively, it comes down to customer service, even if a nonprofit’s customer base may be a more complex group than a for-profit venture’s. Staff who are the first point of contact need to be trained, for instance, to recognize their role within an organization’s philanthropic goals and to help potential and existing donors, as well as to engage with and support volunteers and clients as valued customers.
When we asked CharityVillage followers on Twitter which nonprofit organizations in Canada had the best receptionists, the Jewish Federation of Greater Vancouver was quick to reply that their receptionist, Kat Palmer is “amazing.” Interim CFO Jules Marshall explained…
…the article goes on to include:
To continue reading this article please click here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Are you confused with the difference between Multichannel and Omnichannel? Not to worry, you are not alone! What is Multichannel? Multichannel is the process of communicating with your customers across multiple platforms and channels. Multichannel increases brands presence and gives customers the ability to choose. They choose their own favoured method of interacting and engaging […]
Are you confused with the difference between Multichannel and Omnichannel? Not to worry, you are not alone!
Multichannel is the process of communicating with your customers across multiple platforms and channels.
Multichannel increases brands presence and gives customers the ability to choose. They choose their own favoured method of interacting and engaging with you. Maybe your current customers prefer Social Media ads or radio ads could reach a fresh audience in a new way.
Therefore utilising multiple marketing channels is beneficial, especially as users switch between multiple channels and devices throughout the day. Consistent branding and messaging across within your multichannel strategy, this experience maximises brand awareness. It also makes it easier for customers to reach out to the brand when they’re ready to buy.
So, Omnichannel is Multichannel, but the strategy is taken to the next level.
Omnichannel is an approach to marketing that involves using multiple channels to interact with customers in an integrated way, the goal is to create a seamless customer experience across all your chosen channels. We recommend choosing these channels by analysing your target market and figuring out how your customers like to be communicated with.
Whether a customer is browsing and shopping on:
Above all, they should have a consistent experience. The various channels work together and share information, guiding customers through the buying process. This process targets messaging that guides users into purchasing. This allows you to optimally create personalised experiences.
Tackling omnichannel marketing involves multiple technologies and integrations. Due to this it’s common to feel overwhelmed when creating and managing a consistent brand experience, especially for the first time. The easiest way is to start small, one step at a time and slowly update your marketing strategy.
Companies with a well defined omnichannel strategy achieve a higher year-on-year increase. As a result omni-channel customers spend 4% more in store and 10% more online than single-channel customers. For every additional channel they use, customer spend more money. Source – Harvard Business Review
Additionally, these organisations gain a higher average increase in customer lifetime value. In contrast with those without omni-channel programmes actually diminish customer lifetime value year-on-year as a result.
The ultimate goal is to create a superior experience for customers and keep them coming back. It would be helpful for SMEs to assess their resources and identify which approach they can afford for the moment, with omnichannel marketing being the ideal at the end of the day.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on ‘How to Convince Senior Stakeholders to Invest in Customer Experience ’, was originally posted by Irish Tech News. Irish Tech News is an online publication aimed at keeping you informed of all the latest news from the world of Technology. How to Convince Senior Stakeholders to Invest in Customer Experience They say that […]
This article on ‘How to Convince Senior Stakeholders to Invest in Customer Experience was originally posted by Irish Tech News. Irish Tech News is an online publication aimed at keeping you informed of all the latest news from the world of Technology.
They say that Customer Experience (CX) is the new competitive battleground – but, all too often, that battle must start inside the four walls of the company. Despite the fact that CX has been consistently proven to make a brand stand out from the competition and win the market, many CEOs are still reluctant to invest adequately in this critical function. Customer Experience and Operational leads are left to fight for a seat at the table and for a war chest to create a CX strategy that excels.
First, this can be down to a misunderstanding about what customer experience actually is. For many CEOs, it simply means ‘customer support’ – CS agents handling queries and complaints from users. While some will intuitively understand the value of CS and some will not, without a clear understanding of the differences between the two, the decision not to invest in it is an easier one.
Second, proving the returns of investment in customer experience is not always a straightforward task. For example, it’s not possible to establish a direct and unequivocal correlation between higher NPS and CSAT and higher revenue, since multiple factors impact your bottom line. Therefore, it’s not possible to look at one of them in isolation. Similarly, positive customer sentiment can be difficult to measure purely in dollar value. So, with an often-difficult financial case to make, CX and Ops leads can find themselves facing an uphill battle with sceptical decision-makers.
This is the exact situation that many Heads of CX and Operations are in when they first reach out. They understand the true value of investing properly in their company’s CX but are having difficulty securing full buy-in from the C-Suite. Our approach is to work closely with these managers and help them to build a case for investment that successfully brings the CEO on board. While every case is unique, there are some fundamental steps that apply to most.
Many CEOs believe it is all about Customer Support, but that is really only a part of the picture. CX takes in the experience that customers have with your brand during every single interaction along the entire ‘buyer’s journey’. Common touchpoints include first landing on your site and navigating through the content, interacting with your team members via phone or chat, making the purchase or sign-up, and being supported and educated post-purchase.
The article goes on to include:
To continue reading this article please click here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
What is Customer Experience or CX? You might think that Customer Experience is just a trend or a buzzword. However it is a very real and very important part of your business. Customer Experience, or CX, refers to how a customer feels about a brand or company based on their experiences with it. CX managers […]
You might think that Customer Experience is just a trend or a buzzword. However it is a very real and very important part of your business. Customer Experience, or CX, refers to how a customer feels about a brand or company based on their experiences with it. CX managers and departments responsible for creating an optimal Customer Experience Strategy are tasked with ensuring customers have positive experiences with the company. Whether through purchasing a product or service, receiving support for their purchase, or being engaged by marketing or advertising initiatives.
Due to the rise of seamless, on-demand services delivered by the likes of Apple – consumers have become used to interacting with brands in a certain way.
Research from Salesforce tells us that 75% of people now expect a consistent experience wherever they engage with brands – be it through social media, mobile, or even in person. Immediacy is also in demand, with 64% of consumers expecting companies to interact with them without delay.
Customer experience will overtake price and product as the key brand differentiator. A good example of this is Amazon, where the delivery and convenience often acts as a driver for the products themselves.
Younger generations are said to have the highest expectations of all. Taylor Schreiner, Director, Adobe Digital Insights said:
“You can see this expectation that technology will provide great experiences in some of their survey responses. For instance, about half of people under 35 would rather engage with a computer than a human when interacting with a brand. Older groups much more clearly want to talk to real people and expect interactions with people to give them better experiences.”
Millennials tend to be more self-efficient than older generations and want to figure out things for themselves. Therefore having resources such as FAQ’s, trouble shooting forums and online chats etc.. is essential. This allows them to help themselves and to do it quickly and efficiently for both the customer and the company.
Lack of employee knowledge and training is the number one obstacle keeping companies from achieving their CX goals. Untrained employees cannot produce a high-quality product or service. If they also lack adequate knowledge and skills to provide satisfactory customer service, this combination results in dissatisfied customers. The company will experience declining sales if dissatisfied customers choose competitors who can provide quality products and appropriate service.
The truth of the matter is that most businesses have not invested in gathering the data that they need to provide adequate customer service. How can you improve something if you don’t have access to the current data? A lack of data is one of the most limiting things that teams can experience when it comes to innovating customer experience.
Similarly, without the right data, you never know if you’re getting better: 57% of people report being unsure or not having enough knowledge of what to measure in order to indicate their customer experience strategy is getting better.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on ‘Ways Millennials are Redefining Customer Service’ was originally posted on salesforce.com. Ways Millennials are Redefining Customer Service 1. Love self-service Call us the Do-It-Yourself Generation. Having grown up with internet at fingertips, millennials are used to hunting information for themselves. Whenever they have problems for your product or service, they will […]
This article on ‘Ways Millennials are Redefining Customer Service’ was originally posted on salesforce.com.
Call us the Do-It-Yourself Generation. Having grown up with internet at fingertips, millennials are used to hunting information for themselves. Whenever they have problems for your product or service, they will first search for your FAQ pages and community forums. Research shows 69% of millennials say they “feel good” about both themselves and the company when they can solve a problem solo.
A smart move for you is to create a community where millennials can connect and give advice to each other. They can find answers by themselves quickly, and your agents will have more time to deal with more complex issues. This also shows you respect the opinions and time of your millennial customers.
Speed is critical. According to Desk.com, 25% of millennials expect to get a response within 10 minutes after reaching out for customer service via social media.
Millennials stay in message threads all the time, whether it’s SMS, WhatsApp or Facebook Messenger. It’s instant and mobile, which allows them to respond quickly wherever they are. But businesses are not keeping up with the same speed. Research shows 20% of millennials currently don’t receive any text messages from businesses at all.
Now it’s time to change that. Start to connect with your millennial customers today with LiveMessaging, and serve them their way.
Smartphones, tablets, and laptops – millennials are switching among these devices every day. To please them, make sure you have seamless service support across all platforms. Remember to start with a mobile-responsive website design.
The article goes on to include:
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At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
No matter what kind of business you run, one thing which you are always going to have to focus on is ensuring that your customers are as happy as possible as much of the time as possible. That, of course, will ensure that the future of your business is much brighter indeed, and it will mean that you […]
No matter what kind of business you run, one thing which you are always going to have to focus on is ensuring that your customers are as happy as possible as much of the time as possible. That, of course, will ensure that the future of your business is much brighter indeed, and it will mean that you can expect great things to come no matter what.
The best companies are good listeners who seem concerned with customer needs. Helping them purchase the product or service in a way that solves their particular pain point. Listening and responding to what your clients issues are reduces tension and defensiveness on the part of customers who is looking for a solution or is unhappy with a part of your product or service. It’s comforting for a customer to know that a customer service agent is listening intently to what’s being said.
Failing to answer your phone will frustrate your customers, it leaves their issues unresolved, and convinces them that you just don’t have a solution for them. Part of the reason why the phone remains a preferred channel for customers is its potential for empathy. Being able to interact with an invested and attentive human voice is invaluable when it comes to fostering a good rapport with a customer. Empathetic customer support is a way to increase customer loyalty.
This may well be the one of the most important things to keep in mind. Reliability is crucial for customer relationships and it where you build trust and loyalty. When expectations aren’t met is when you get dissatisfied and and/or annoyed customers. Think before you give any promise and make them carefully – because nothing annoys customers more than a broken promise.
No one likes hearing complaints but if you give the complaint your attention, you may be able to please this one person this one time – and position your business to reap the benefits of good customer service. Properly dealt with, complaints can become opportunities. They give you the chance to discover issues and correct them, thereby improving your customer service.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on ‘Five Ways AI Is Changing Customer Service Today’, was originally posted by Omer Khan on aibusiness.com. AI Business is a content portal for artificial intelligence and its real-world applications in enterprise and the business world. Five Ways AI Is Changing Customer Service Today Customer service is a massive industry that has created jobs […]
This article on ‘Five Ways AI Is Changing Customer Service Todaywas originally posted by Omer Khan on aibusiness.com. AI Business is a content portal for artificial intelligence and its real-world applications in enterprise and the business world.
Customer service is a massive industry that has created jobs for millions of people. It’s only a matter of time until we won’t be able to tell apart a human customer support agent from an AI one.
Companies like Facebook, Apple, Microsoft, and Google have been investing heavily into this field, and have created astonishingly lifelike AI assistants that talk and react almost exactly as you would expect a real person to.
Today, customer service has become so reliant on AI that most companies use this medium for their entire first point of contact, to the point where they don’t even hire people for the job. We’ll be going over some aspects of customer service that have been affected deeply by artificial intelligence in detail.
When a user contacts customer service, they want their problem to be rectified almost immediately. But when a customer agent constantly asks them to hold or gives them a waiting period for the query to be completed, it can certainly be annoying.
AI customer service handles this in a far more reliable and dynamic way. Most AI customer service agents are referred to as bots. These bots are equipped with various tools they can dynamically use while assisting a user.
You are given various options during your conversation with the bot, allowing you to solve your problem dynamically. It’s a fairly useful technique that leaves the user satisfied without wasting their time.
While it’s true that many companies that still offer 24/7 customer service off the back of a human workforce, this isn’t always as helpful as advertised. The cost of creating an AI that is responsive to user queries is significantly lower than training, hiring, and then paying a human employee.
That isn’t to say that AIs are perfectly adequate agents for this job, but their availability is guaranteed due to the fact they are fundamentally a series of code that will respond, react, and adapt to situations required by the user….
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At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Whether your business operates in the sector of healthcare, telecoms, security or utilities, customer service is crucial for customer loyalty and driving profit margins. With the rise of social media and the fact that customers can post a negative message online and damage your company reputation in minutes, customer satisfaction metrics have become hugely important. […]
Whether your business operates in the sector of healthcare, telecoms, security or utilities, customer service is crucial for customer loyalty and driving profit margins. With the rise of social media and the fact that customers can post a negative message online and damage your company reputation in minutes, customer satisfaction metrics have become hugely important. Companies need to invest in customer service and have an established and experienced team in place. This can provide positive results and assured profitability. Having subpar customer service will increase a business costs as low quality training leads to high staff turnover. Which increases recruitment costs, while at the same time, increases the need and thus cost of additional future training. Companies should consider outsourcing their customer service. This strategic move enables profitability in different ways:
Having an in-house customer service team comes with its own associated costs. Maintaining a high level of employee talent is crucial to customer service provision. Recruitment and training can lead to high overhead costs. This helps make a profit. In addition, having the latest technology and communication methods such as Automatic Call Distributor, Interactive Voice Response, Call Recording Systems and Voice Biometrics to name a few can increase in-house expenses. Outsourcing removes these associated costs and thus can increase profitability levels.
By outsourcing to a call centre that holds expertise in customer service, you are leaving the task at hand to the capable representatives, thus increasing your customer satisfaction levels. Having a high level of customer satisfaction not only helps retain customers. But, also promotes Word of Mouth marketing, both of which help drive profitability.
Outsourcing to a call centre allows a business to focus internally on other important issues to allow the business to grow. However, managers don’t have to spend time micromanaging a customer service team and creating customer service strategies. HR can focus on recruiting and training employees for other departments in need of expertise. All individuals within the company can focus on the major tasks and responsibilities they have. Enhancing productivity that will help the company’s future growth, instead of worrying about a customer service team.
When it comes to unpredicted traffic, call centres have the flexibility. Flexibility to respond to seasonal business demands in a more timely and efficient manner. They have the technology and the employee talent in place. Thus, the capacity to scale operations up or down when needed. More importantly, they are able to do so without sacrificing quality service and without disrupting normal business operations, all of which help drive profitability for your business.
Call Pageboy has over 40 years’ experience. The provision of superior customer service, providing your customers with a positive customer experience. We offer a range of customer support services to help businesses in their goal of providing a seamless, hassle free customer experience journey. If you would like to know more about the customer services that we offer, and how we can help your business, contact us here today.
This article on ‘9 sample customer journey maps – and what we can learn from them’, was originally posted by on mycustomer.com. MyCustomer.com provides guidance on engaging and serving customers across their entire journey – from path to purchase and beyond. 9 sample customer journey maps – and what we can learn from them In […]
This article on ‘9 sample customer journey maps – and what we can learn from themwas originally posted by on mycustomer.com. MyCustomer.com provides guidance on engaging and serving customers across their entire journey – from path to purchase and beyond.
In essence, a customer journey map is really quite a simple concept: an illustration that details all of the touchpoints at your organisation that a customer comes into contact with as he/she attempt to achieve a goal, and the emotions they experience during that journey.
But the process of building the map is not so simple.
The mapping process demands rigorous research and a meticulous understanding of the customer. If the map is to be truly reflective of what the customer experiences at a human level, corners cannot be cut.
To complicate matters, no two maps will be exactly the same, with the design varying according to the business, product, service and customer being mapped out.
Having said that, there are best practices that organisations should adhere to during the mapping process, and these represent useful pointers for those that are creating a map for the first time.
So with that in mind, let’s take a look at some sample customer journey maps and examine what we can learn from them and apply to our own mapping efforts.
The data that will be used to inform that map should not be based on guesswork.
Organisations should firstly identify their best customers (or the customers that they would like to attract), and make sure they thoroughly understand them, building a buyer persona for these customers, and any other customer group that is important to the business.
To aid this process, it is best practice to interview these customer groups about their journeys to ensure that you understand their motivations, goals, purchasing habits and pain points.
Businesses shouldn’t make the mistake of assuming they know what customers want.
This map from Heart of the Customer demonstrates how the buyer persona informs the entire map, ultimately concluding how successfully this particular demographic’s journey has been.
The article goes on to include:
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At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Average handling time refers to a metric used by call centres to estimate the total average call duration of an interaction between a call agent and a customer regardless of communication channel. In the past, reducing this metric often meant that a quick turnover of calls took precedence. Over ensuring customer queries were adequately solved. […]
Average handling time refers to a metric used by call centres to estimate the total average call duration of an interaction between a call agent and a customer regardless of communication channel. In the past, reducing this metric often meant that a quick turnover of calls took precedence. Over ensuring customer queries were adequately solved.
However, due to the changing nature of the digital world and customer service provision, having a low average handling time metric now relates to providing customers with a positive experience on their first point of contact while not sacrificing on quality or customer satisfaction.
There are multiple benefits to ensuring that your business has a reduced average handling time with customers:
By providing first call resolution to customers ensures that they have a positive customer service experience. Reducing hold time and providing customers with quick access to a knowledgeable customer service agent across a range of communication channels. This will lead to fewer frustrated and dissatisfied.
In order to reduce average handling time, providing high quality call agent training is essential. Call agents who have extensive knowledge of a company’s service and product offerings will be in a better position. To handle a query in an efficient manner while also ensuring customer satisfaction. With frequent training, a call agent will be skilled in using a range of call centre technology solutions and will be aware of the adequate escalation procedures to ensure a customer’s query is dealt with in a timely manner.
Customers who receive a positive experience when interacting with a company are more likely to become a loyal customer in the future. By having a client dedicated account manager and team, your business can be assured that your customers are being met by an experienced call agent. Who will be able to answer any question in relation to your business without hesitation.
Call Pageboy understand how important it is to solve a customer’s query as quickly. Also how to efficiently as possible without compromising on quality service provision or customer satisfaction. Our call centre agents receive frequent agent training. To ensure that they can perform customer support services to a high level on a daily basis. Our dedicated account managers also work closely alongside our clients to drive targets. Also design specific customer care programs for your business. For more information about the services we offer, contact us here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on ‘The future of AI in Customer Service’, was originally posted by on cio.com. CIO has a database of enterprise CIOs and business technology executives. They have peer insights and expertise on business strategy, innovation, and leadership. The future of AI in Customer Service There is no doubt the age of the customer is […]
This article on ‘The future of AI in Customer Servicewas originally posted by on cio.com. CIO has a database of enterprise CIOs and business technology executives. They have peer insights and expertise on business strategy, innovation, and leadership.
There is no doubt the age of the customer is here. Whether B2B or B2C, customers expect to be able to contact businesses, and receive assistance, at the time of their choosing, and via the channel of their choice.
But how does a business adopt an ‘always on’ approach with customers, while savings costs and improving the bottom line?
The answer is artificial intelligence (AI), which is fast becoming a customer service must-have. In fact, according to Gartner, up to 80 per cent of customer service interaction is expected to be handled by AI by 2020.
AI improves customer service and accelerates business outcomes, including improving the bottom line. By automating simple tasks that don’t require human interaction.
It is neither cost-effective nor time-efficient to have human staff answering simple questions for customers. Businesses simply can’t facilitate effective customer retention by transferring time-poor customers to multiple agents within the business just to get a query answered.
AI assists with this in a number of areas: by providing answers to simple customer questions 24/7, sorting messaging, prioritising queries to a human agent quickly where necessary, and by freeing up human agents to facilitate higher value calls.
This is possible by analysing large amounts of data faster than a human agent ever could, therefore predicting the required response quickly, and with more accuracy, than has been previously available.
AI uses cutting edge voice recognition to understand what someone is asking, identify the consumer, and predict the necessary response.
Natural language processing (NLP) is the latest tool in AI’s arsenal. It analyses human language to understand context and outcomes, so AI can converse…
… Continue reading article here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on ‘The Top 10 WOW Customer Service Stories’, was originally posted by Shaun Belding on customerthink.com CustomerThink is a global online community of business leaders striving to create profitable customer-centric enterprises. Top 10 WOW Customer Service Stories We found these examples invaluable in examining and illustrating the skills and attitudes that create wow experiences […]
This article on ‘The Top 10 WOW Customer Service Storieswas originally posted by Shaun Belding on customerthink.com CustomerThink is a global online community of business leaders striving to create profitable customer-centric enterprises.
We found these examples invaluable in examining and illustrating the skills and attitudes that create wow experiences and real customer loyalty. We hope that you find these top 10 wow customer service stories from 2018 as useful, enlightening and inspiring as we do! Here are our winners, presented in order from number 10 to number one.
There likely aren’t a lot of customer service manuals out there with instructions on what to do when a bear wanders into a store. Fortunately, a quick-thinking employee at Crazy Bruce’s Discount Liquor was able to avert a potential disaster. When the automatic outside doors opened and a bear walked it, the employee swiftly moved to lock the inside door to prevent the bear from entering. It was a good thing that he stayed alert, because moments later, a customer walked into the vestibule where the bear was. Fortunately, the employee was able unlock the door and let the customer into the store before things went horribly wrong. It is a great (and unique) reminder of the role that awareness plays in customer service.
Sometimes we forget how much of an impact a small gesture can make. A cashier at Trader Joe’s was chatting with a customer at the checkout, and heard her mention, “it’s just me and the kids.” After the customer left, the cashier ran after her with a bouquet of purple roses. She asked “you are a single mom right?” When the customer said yes, the cashier handed them to her, saying, “Here, these are for you.” The customer had been going through a tough time, and was deeply touched by the gesture. She posted her experience on Reddit, saying “If you’re on reddit, thank you. You are an amazing kind woman and your kindness is an even greater gift than the beautiful roses.”
For the record, there are a number of similar stories about Trader Joe’s out there. Kudo’s to a company that empowers their employees to make a difference in the lives of their customers.
Providing outstanding customer service is a lot of work, particularly in a high-traffic environment. It’s all too easy to fall into the trap of just processing customers instead of caring about them. Well, this certainly isn’t the case for Amarillo, Texas Burger King drive-thru cashier Tina Hardy.
When Rebecca Boening, a diabetic, realized that her blood sugar had dropped to dangerously low levels she pulled into the Burger King, and mentioned her situation to the voice on the other end of the speaker….
The article continues to include the following stories:
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At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Lead generation is a marketing process businesses use to generate more sales of their products and services. The process captures more sales by stimulating and capturing a customer base. Lead generation finds new sales leads for your business by searching for a customer base interested in your product. Instead of sending out mass advertisements and […]
Lead generation is a marketing process businesses use to generate more sales of their products and services. The process captures more sales by stimulating and capturing a customer base.
Lead generation finds new sales leads for your business by searching for a customer base interested in your product. Instead of sending out mass advertisements and marketing campaigns to the masses.
Lead generation increase your business’s sales. This is because you are marketing and advertising to customers who are interested in your product and services. This process turns leads into customers by using specific targeting methods for the audience best suited to your offering.
When your business uses lead generation for marketing, you are able to target a specific audience. Marketing to a targeted audience means that your business is able to gain loyal customers. It also give you information on your company’s desired audience.
When you use lead generation marketing, you are able to generate brand awareness. Using a target audience, you gain customers that want to purchase your brand. This creates customers that will also spread your brand from WOM (Word of Mouth) as they are now hopefully loyal customers. According to Byron Sharp (an oxford graduate and brand marketing author) one of the strongest drivers in making consumers buy is simply the ability to recall that product.
Using lead generation you are able to gain audience insights into customers interested in your products. This process gives you information about who is interested in your products and services from online or offline analytics. This is turn allows you to be more specific with your targeting which will in your ROI.
Lead generation increases your business ability to optimise revenue. When you use this process you are marketing to a specific targeted audience and not mass marketing. This means you can save money on advertising to to an audience not interested in your product. You know that the audience you are targeting will be more likely to purchase your products and services. Lead generation can allow for lower marketing cost and more sales, which optimises your revenue.
At Call Pageboy, we offer lead generation sales and marketing services for our customers. We can manage prospecting, database management and collection, daily or weekly reports and more. Click here to see more about our lead gen services.
Check out our blog about the Importance of Lead Generation.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on ‘9 Undeniable Advantages of Hiring a Lead Generation Agency’, was originally posted by Britt Laeger on storytellermn.com, Story Teller Media + Communications is leading in communications, Inbound marketing and media production. 9 Undeniable Advantages of Hiring a Lead Generation Agency Lead generation is at the core of any successful marketing strategy—it is the job […]
This article on ‘was originally posted by Britt Laeger on storytellermn.com, Story Teller Media + Communications is leading in communications, Inbound marketing and media production.
Lead generation is at the core of any successful marketing strategy—it is the job of the marketing team to drive demand and interest that ultimately results in customers. A lot of marketers face internal obstacles that keep them from being as successful as possible when trying to generate leads and this is where hiring a lead generation agency can really help boost productivity and achieve real results.
Here are 9 undeniable reasons to partner with a lead generation agency:
A lot of internal marketing teams are filled with employees, who are doing their best to know everything. Marketers are called on to be;
…and so much more.
The best lead generation agencies will give you access to a specialized team of experts that will support your internal marketing team and help add a level of complexity to your marketing program that can be hard to achieve internally without hiring a lot of employees.
The great thing about partnering with an agency is that they are not inundated with the day-to-day tasks of your company. Their primary goal is to drive results for your business, in fact, this is how they provide value to your company and prove their worth.
With an agency focused on driving new leads to your company through your website, you can focus on other initiatives, goals, and priorities.
The article goes on to include:
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At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
Quality customer service can be very important to your company and brand. Customer service affects your brand image and customer base. Here are some reasons that improving your customer experience is important for your company. Importance of Good Customer Service Money A Think Jar report stated that 55% of consumers are willing to pay more […]
Quality customer service can be very important to your company and brand. Customer service affects your brand image and customer base. Here are some reasons that improving your customer experience is important for your company.
A Think Jar report stated that 55% of consumers are willing to pay more for a guaranteed good experience, word of mouth reputation. If you give a quality customer experience, customers are willing to spend more money on your product or service because as they have peace of mind. This can also be important if you are selling an expensive product, because customers will be expecting to receive better customer service.
When you have good customer service, customers are more likely to return to your company. Customer retention is less expensive than spending money for marketing on trying to gain new customers. Existing customers are also more likely to buy from you than new customers. If customers know that you are a brand they like and trust, they are more likely to come back. They will remain loyal if they trust you. It is important to provide a quality customer service to keep customers.
Customer service has a big impact on your company’s brand image. Your customer service agents represent your mission, values and are a representation of your brand. If customers have a bad experience with customer service, this will represent on your brand. Bad customer experiences can lead to a bad brand image. It is important that you have customer service that presents your company’s mission and values to allow for a better customer service experience.
When customers are pleased with a company, they are likely to tell their friends and family about it. Friends and family word of mouth is the most trusted form of referrals for people. This means that your customer can be free advertisements and endorsements for your company, if they are pleased with the customer service. Customers are also more likely to tell friends and family about a bad experience than a good one. Why would you want to have bad endorsements of your company spreading? Insuring that you have good customer, can lead to free endorsements and advertisements.
At Call Pageboy, it’s our business to be your business. We provide many different call centre services and quality customer service for our clients. See how we can improve you customer service and call centre.
This article on ‘Meeting Rising Expectations for Customer Experience’ was originally posted on the 17th of June, 2019 by REBEKAH CARTER from uctoday.com. UC Today is leading in unified communications, collaboration & CX news and latest trends. Meeting Rising Expectations for Customer Experience Verint Systems, a global leader in Actionable Intelligence Solutions, recently revealed findings […]
This article on ‘Meeting Rising Expectations for Customer Experience’ was originally posted on the 17th of June, 2019 by REBEKAH CARTER from uctoday.com. UC Today is leading in unified communications, collaboration & CX news and latest trends.
Verint Systems, a global leader in Actionable Intelligence Solutions, recently revealed findings from a study. The study was more than 34,000 customers across 18 countries. According to the research, customer retention and global loyalty are declining at a rapid pace. Only 44% of consumers in total say that they have stayed with their service providers for at least 3 years. This is a reduction of 39% since 2015.
As the lives of today’s consumers become more connected, and we continue to rely more heavily on the latest technology, our expectations are changing. We’re beginning to expect more convenience in the ways that we interact, both in our personal lives and at work.
Technology like AI, chatbots, and social media have created an always-on environment. This makes it harder than ever for businesses to maintain the loyalty of their customers.
3 years on from Verint’s “Digital Tipping Point” research, which explored the relationship between human beings and digital channels for customer service. There’s been a massive change in the way that customers and companies interact. Over the last year, demand for interactions via mobile apps has increased by 57%, and demand for video chat has risen by 50%….
… Continue reading article here.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
As Artificial Intelligence changes technology in contact centres, we see a better way to capture many different audiences including the millennial customer. According to Business Insider, Millennials make up about 30% of the population today. Because they are a large portion of the population, the millennial generation will be an important part of your company’s […]
As Artificial Intelligence changes technology in contact centres, we see a better way to capture many different audiences including the millennial customer.
According to Business Insider, Millennials make up about 30% of the population today. Because they are a large portion of the population, the millennial generation will be an important part of your company’s customers. It is crucial for your company to have seamless and easy methods of connection to your call centre.
Artificial Intelligence (AI) allows for multiple methods of connection for customers and companies. AI allows contact via web chat, web forms, SMS messages, email and more. Because the amount of calls into contact centres is shrinking, other methods of connection are becoming important for any business.
The millennial customer is known for being loyal and technology driven. If you have a self-service connection avenue for customers to contact customer service, your company will be more suited for millennials. AI technology allows contact centres to implement a self service method like web chat. Because millennials are less likely to make a call to solve a customer service problem, a self-service method is more suited for millennials. Studies have shown that if a millennial has a good experience with a company they are likely to repurchase products or reuse a service. Therefore, providing an easy self-service connection method will please the millennials.
In addition, Artificial Intelligence allows for an Omnichannel service for customers to connect. In other words, Omnichannel customer service is one place for multiple methods of connection customer service. Some of these methods include web chat, SMS messages, social media, email, and web forms. The millennial customer will want more than one option to connect with your company. Therefore, with the use of these avenues on the internet, your company will capture the millennial customer.
Because millennial customers live fast paced lives, having quick answers to their problems is important. AI allows your customers to get quick solutions to their questions. If a customer has a low level question, which are easy to answer or commonly asked, AI allows them to find an answer faster. FAQ pages and web chat portals use AI. These allow for quick answers because the answers are automated.
At CallPageboy, we work to give our client’s customers multiple channels to connect with customer service that meets all customers’ needs. We offer the ability for your customers to contact customer service 24/7/365 via Web Chat, Web Forms, Email and SMS Messages. It is important that we change to meet the need of your customers. Click here to get a quote.
This article on ‘How to Break Through Stagnant Customer Experiences’ was originally posted on the 19th of June, 2019 by Judith Aquino at TTEC. TTEC is a leading customer experience technology and services company . How to Break Through Stagnant Customer Experiences At Forrester’s CX NYC 2019 conference, the message was clear: customer experience has a hit […]
This article on ‘How to Break Through Stagnant Customer Experiences’ was originally posted on the 19th of June, 2019 by Judith Aquino at TTEC. TTEC is a leading customer experience technology and services company .
At Forrester’s CX NYC 2019 conference, the message was clear: customer experience has a hit a wall. The failure to understand what customers really want and deliver value has led to irrelevant experiences and disengaged customers. Across a total of 16 industries in the research firm’s latest U.S. Customer Experience Index, 81 percent of the brands have a stagnated customer experience.
The good news is with the right strategy, data insights, and a healthy dose of experimentation, companies can break through the wall to drive greater customer engagement and loyalty. Here are some of the biggest takeaways from the conference on how to do exactly that.
While cutting-edge technology is a key driver of great customer experiences it isn’t the only component that matters when making a buying decision. “Too many firms don’t put the customer in the centre of their CX technology buying decisions. Or they’re not taking a holistic view of how the technology fits within the rest of the organisation.” Said Forrester Senior Analyst Faith Adams at a breakout session.
The result is a waste of resources and unsuccessful customer outcomes. Adams suggested the acronym POST (People, Objective, Strategy, Technology) as a smarter and more effective way to integrate technology into a company’s CX initiatives.
Kathy Schwartz, director of customer experience at pharmaceutical company Sanofi Pasteur, shared additional tips for implementing a successful CX strategy. Being transparent in the RFP process about the sources of data that vendors would be asked to work with and asking them to demonstrate their capabilities quickly pares down the list, Schwartz said.
Also, defining the success metrics of the CX program early on is important. But “don’t overcommit to those metrics,” she advised. As the CX program matures, companies should remember that KPIs and priorities could change, so it’s also important to do regular assessments.
1. Engage values-based consumers strategically
2. Unlock empathy by humanising data
3. Employee experience matters
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At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.
This article on the Best Customer Service Quotes was originally posted by Blake Morgan a keynote speaker and author of two books on customer experience on the 25th of April, 2019. All over the internet there are customer service quotes, marketing quotes and sales quotes. Rarely do we see a round-up of quotes purely based […]
This article on the Best Customer Service Quotes was originally posted by Blake Morgan a keynote speaker and author of two books on customer experience on the 25th of April, 2019.
All over the internet there are customer service quotes, marketing quotes and sales quotes. Rarely do we see a round-up of quotes purely based on customer experience. This experience as a discipline has only grown in importance. Google searches on the phrase “customer experience” increasing steadily in the last few years. Growth IQ author Tiffani Bova recently shared a stat that Google searches of the phrase “customer experience” have nearly tripled in the last decade – and now the term hashtag #CX is at an all time high (2004-2019).
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos
“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” – Warren Buffett
“CXM = The art and science of coaxing lifetime loyalty from daily transactions.” – Steve Curtin
“The customer’s perception is your reality.” – Kate Zabriskie
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou
“The biggest risk is not taking any risk. In a world that is changing really quickly, the only strategy that is guaranteed to fail is not taking risks.” – Mark Zuckerberg
To continue reading more quotes click here.
At CallPageboy, we want to give your customers an excellent experience with your call centre. Check out how we can help improve your call centre to impress your customers and keep them coming back!
Excellent customer experience builds a foundation of loyalty and helps you to improve your customer retention. People are now looking for high quality products and services at the most affordable price. However, they are willing to pay more for the same products and services. Especially, if they feel the companies are providing extra value through […]
Excellent customer experience builds a foundation of loyalty and helps you to improve your customer retention. People are now looking for high quality products and services at the most affordable price. However, they are willing to pay more for the same products and services. Especially, if they feel the companies are providing extra value through excellent customer service.
According to Forrester they define customer experience as ‘How customers perceive their interactions with your company’ If we focus on the word perceive we realise that just having an excellent customer experience is not just about what you do as a company or a brand but about how a customer perceives your brand based on all of their interactions with it over time. Every time a customer visits your website or contacts your service team, it will shape their perception of their experience. Nowadays, we are ‘always on’ and the smart companies see all of these interactions as an omni-channel approach. This helps them to shape customer experiences over time.
Let us consider two different experiences such as a ski holiday or an online clothes purchase. These will be different for each individual depending on the emotions they feel as a result of that experience. A ski holiday may be a thrilling and enjoyable experience for one person. However, it could be a terrifying experience for someone else who has a fear of heights or loss of control. As people our emotions are altered based on how these different interactions make us feel.
Most people will remember the emotions attached to an experience rather than the actual experience itself. However, how we perceive each interaction is also an important element when shaping our customer experience. For example; the online purchase of a new outfit may be enhanced for a customer if a brand can recall the customer’s previous online search activity and combine it with your profile data to present more suitable choices for you.
When you consider the companies that have achieved high levels of excellent customer experience, you can understand why they are reaping the rewards of this approach. The other thing that we should consider is that this is not only an external perception, but also an internal one. In a time when we are at almost zero unemployment, staff retention is key and good company culture is a key driver. If you have fostered a culture where your employees are valued, then they emanate this through their interactions with your customers. Even with advances through new technologies, such as robotics, the internet of things and artificial intelligence, there is still a need for human intervention and now more so than before your team are key within the chain of providing an excellent customer experience.
Research carried out by the Aberdeen Group has revealed that the world’s top performing businesses enjoy an average of over $300 million in incremental annual revenue as a result of their customer experience management initiatives. This study was based on companies that have an annual revenue of over 1 Billion. However, organisations of all sizes should expect to reap the benefits of customer experience excellence.
This article on Emerging Technologies was originally posted in CallCentre Helper a leading contact centre magazine in the US on Wednesday, January 16th, 2019. 1. Robotic Process Automation How does Robotic Process Automation (RPA) work? RPA mechanises each of the activities that are required to resolve a customer query from the contact centre, back office […]
This article on Emerging Technologies was originally posted in CallCentre Helper a leading contact centre magazine in the US on Wednesday, January 16th, 2019.
How does Robotic Process Automation (RPA) work?
RPA mechanises each of the activities that are required to resolve a customer query from the contact centre, back office and beyond in the quickest time possible. By automating manual processes which are of a simple, transactional nature and require little (if any) subjective judgement the contact centre can give advisors other tasks, of greater value.
What benefits do these technologies bring to the contact centres?
The value of RPA is in making the workforce more efficient. These technologies also eradicates human errors in many processes, helping to prevent costly mistakes and consequently sustain high levels of customer satisfaction and loyalty. RPA also frees employees from the burden of monotonous, repetitive tasks, allowing them to focus on performing more enjoyable tasks. This increases employee engagement and leads to a better overall customer experience. Other key benefits of RPA include; automating updates and alerts, maintaining consistent customer communication and providing employee desktop support aids.
This article goes on to explain:
2. Passive Voice Biometrics
3. Internet of Things
4. Smart Desktops
5. Soft Phones
6. Wireless Headsets
7. Predictive Analytics
8. Mobile Screening
9. Chatbots
10. Cloud-Based Solutions
To continue ready here.
At CallPageboy, we use technology to help you with all your call centre needs. We will come up with a personal strategy to meet all your company’s needs in a call centre.
For too long contact centres have been seen as a ‘necessary evil’ as opposed to a ‘strategic advantage’ in business. However, due to changes in technology we are finally beginning to see a shift in a change of mindset. Why? In a market of full employment, culture and customer service are core to a businesses […]
For too long contact centres have been seen as a ‘necessary evil’ as opposed to a ‘strategic advantage’ in business. However, due to changes in technology we are finally beginning to see a shift in a change of mindset. Why?
In a market of full employment, culture and customer service are core to a businesses brand. The need for reliable customer service in a competitive business environment is a necessity. But in my view, another element that is really driving this change is the contact centres. They have the ability to deliver value to other departments within the business.
Just think about the value it can deliver to your sales, marketing, and back office teams. This is down to the vast amounts of information we can gather about your customers. Then it’s no wonder it has been instrumental in driving better customer service. Technology has enabled us gather, not just their demographics and account data, but also their wants and needs. In addition with the growth of artificial intelligence we are able to capture conversations. Which we then transform into insights on buying behaviours. This begins with in-depth analysis of cross-channel customer interactions. Enabling us to fully understand customers’ expectations, needs and wants, and how well it is responding to them. We can deliver this through interactions across all points of contact; phone, email, chat etc.
When you consider your sales department, it provides an understanding of how best to respond to your customers. Especially when you are up-selling or cross-selling. It then lets you know exactly who and when to offer your products and services to. Your marketing department can gather valuable information about how your customers feel and gain insights on your competitors. This allows you to adjust your campaigns on the fly to achieve a greater return on your investment.
With breakthroughs in real-time decision making and enhanced technology platforms, routine processes can be automated. Your back office team can be intuitively guided to achieve the best possible outcome in even the most complex interactions. It also ensures that human interaction does not deviate away from the policies and procedures that have been integrated into your processes. In the past, information like this has been impossible to obtain and act on without expending great effort or expense, hence the reasons that contact centres have developed such a bad name. But, by having it readily available and easily accessible companies can now substantially improve performance. Both at departmental and business-wide levels.
Let’s be honest though, we still have work to do . . . a huge majority of call centres operate offshore in places like India, Pakistan, Bangladesh, Philippines and South Africa as it provides businesses with a perceived economic advantage. Some may think that this is a good way of doing business, but in a lot of cases they are just large centres with a lot of bums on seats. Because of the locations, do they really carry out a needs analysis to assess whether or not they can support their partners with relevant solutions for the client.
In CallPageboy, we approach every customer in a similar fashion, whereby we gather information on industry experience, cultural fit, operational fit, technology fit and how we need to scale based on the opportunities we can deliver. The beauty is we never close, so 24/7 we are there for you gathering these insights to help you realise your long term strategic goals.
Our aim is stop being seen as a ‘necessary evil’ and to shift the dial so we become a strategic business partner. We can do this by becoming the conduit for valuable information for your various departments throughout your organisation.
This article on Artificial Intelligence was originally posted by Peter McGuire for the Irish Times on Thursday, March 7th, 2019. Young people have stopped picking up the phone to complain. Instead, they’re increasingly likely to do business over web-chat, messenger or Twitter. As artificial intelligence advances, it’s likely we’ll all be chatting with even more […]
This article on Artificial Intelligence was originally posted by Peter McGuire for the Irish Times on Thursday, March 7th, 2019.
Young people have stopped picking up the phone to complain. Instead, they’re increasingly likely to do business over web-chat, messenger or Twitter. As artificial intelligence advances, it’s likely we’ll all be chatting with even more automated and intelligent bots. Even if they appear on the surface like a human customer service agent.
In February, the CEO of Citigroup, Mike Corbat, suggested that “tens of thousands” of people who are currently working in their American bank centres are likely to be replaced by machines. A few days later, a report from two economists at University College Cork suggested that two in five Irish jobs might be supplanted by Artificial intelligence, with administration and customer service roles at particular risk, although another economist later suggested that their report was “overstated” and “fear-inducing.”
What jobs are at risk?
Dorothy O’Byrne is managing director of the Customer Contact Management Association (CCMA), which represents contact centre management and encourages knowledge sharing and continuous professional development in the sector. “Customer service has evolved with new social media and digital channels,” she says. “Less calls are being handled and there is a lot of messaging, web-chat and automation coming into contact centres. From our perspective, the industry is growing and thriving and the challenge is recruiting people. And as an industry, we embrace AI: it means that companies can do more in customer service. Using simpler, more transactional activities supported through tech and the higher value tasks handled by more skilled advisers. Our members see opportunities to up-skill staff to handle more complex queries.”
O’Byrne says that their members are already using technology to engage with and understand their customers. “Artificial intelligence can do incredible things but you need to use data to establish patterns and knowledge, and this means we need people with data analysis skills. So the roles might change, and the operations might become more sophisticated but, even with the advances to date, we haven’t seen significant job losses in the industry – indeed we’re seeing more recruitment, particularly at eir.”
This article goes on to explain:
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The phrases ‘cold calling’ and ‘outsourcing’ can send chills down the spines of many business people. It’s often viewed as an intimidating, difficult, and a boring process. Because of this, they generally get ignored. However, outbound telemarketing campaigns can be a great way to reach new prospects. You have the option to communicate a message, […]
The phrases ‘cold calling’ and ‘outsourcing’ can send chills down the spines of many business people. It’s often viewed as an intimidating, difficult, and a boring process. Because of this, they generally get ignored. However, outbound telemarketing campaigns can be a great way to reach new prospects. You have the option to communicate a message, gather feedback, and determine what the next step should be. In a normal process, somebody in sales should make hundreds of cold calls so they could set up appointments and generate leads, often with a low conversion rate. However, most sales people prefer to close sales and not instigate them, so outsourcing the task is never high on priority lists. Here are some tips when considering outsourcing your telemarketing to CallPageBoy:
If cold calling is an effective way to introduce your company to new prospects, then don’t ignore it. Instead of getting your sales team to devote time to prospecting, why not use an outsourced telemarketing group like CallPageBoy to make a high volume of calls. This way we can find you the decision makers and provide quality leads for your own sales team. If you leave the prospecting to us, then your salespeople can spend all of their time selling and closing. Your company can produce more revenue in the same amount of time. Furthermore, your own sales team earn more commission, doing what they love, and they’re more satisfied with their jobs.
In most cases, your call volume drives your headcount, software needs, phone system and the office space you’ll need. If you’re thinking about outsourcing, these are the first questions we will ask:
This way we’ll have a basic estimate on the number of calls and hours we will need. Remember that it’s tough to get decision makers on the phone. A good sales person may only have a handful of quality conversations each hour and everything else is usually a callback.
Don’t forget the incidentals as these are costs that can sneak up on you. If your budget is skyrocketing, it becomes harder to generate a return. These are the considerations that we need to make:
We can work with you to develop good scripts that we will keep fine-tuning. We need to capture peoples attention, build value, and close; a good script will help us do it consistently.
Telemarketing is a tough job and turnover is a big issue. We aim to keep the energy high and our team are never bored or unhappy. Believe it or not, it comes through in their voice.
This article on CX was originally posted by Peter Dorrington for TTEC on April 5th, 2019. We’re experiencing an explosion of choices. The digitalisation of industries allows consumers to source nearly anything they want from anywhere in the world. For example, this has led to the commoditisation of most products and services. As a result, […]
This article on CX was originally posted by Peter Dorrington for TTEC on April 5th, 2019.
We’re experiencing an explosion of choices. The digitalisation of industries allows consumers to source nearly anything they want from anywhere in the world. For example, this has led to the commoditisation of most products and services. As a result, companies need new ways to connect with their customers and differentiate themselves from the competition. Enter emotions. I’ll explain why emotions play a vital role in driving excellent customer experiences (CX).
As I explained in my recent CX Workshop, “Customer Experience, It’s How You Make Me Feel,” in today’s world more choice often means more complexity, and humans always try to simplify complexity. However, this gave rise to many goods and services becoming commodities with few differences in product quality. The ease of access and ‘on demand’ services also weakened customer loyalty. What’s more, measures of satisfaction are no longer predictive. Therefore, we need to understand customers better so as to deliver tailored, personalised experiences. Our perception of an experience is complex, being driven by past emotions and social norms. Logic and feelings are how you judge experiences. And what a consumer takes away or recalls from an experience will drive their next decision with your company. Therefore, it’s critical to understand how emotions can drive an exceptional CX program.
Humans hate complexity, they’re looking for simplification. What that means for many organisations is don’t offer customers more confusing choices, make the decision process simpler for them. For example, highlight the key differences between similar products or explain how the products complement other products. Saving time for the customer by simplifying the selection process creates value and can generate positive emotions. What else can companies do to leverage the power of emotions in driving better customer experiences?
At Call Pageboy, we can to help with your CX. Contact us today!
Every company has goals for their business. One of these is, more often than not, to increase their overall revenue each year. However, in order for companies to do this, they need to ensure that their customer and client database are satisfied with their products and services. However, to get their customers to this stage, […]
Every company has goals for their business. One of these is, more often than not, to increase their overall revenue each year. However, in order for companies to do this, they need to ensure that their customer and client database are satisfied with their products and services. However, to get their customers to this stage, they need to have an effective lead generation strategy. Most individuals are unaware of the role that call scripts play in generating and nurturing a lead to the point. This is where they become a loyal customer.
When most people think of call scripts they often imagine a call agent sitting at a desk and reading from a generic piece of paper. This is far from the truth. Call scripts have proven to be extremely useful tools for lead generation. By having the right resources and understanding the needs of the potential customer, a call agent can provide a positive customer experience from the first point of contact.
Used as part of a lead generation strategy, a call script can:
At Call Pageboy our aim is generate quality leads for our clients to ensure more sales and ultimately, more revenue. Our lead generation services include call scripting, appointment setting, data collection and diary management by an expert sales team. If you are interested in learning more about our call centre services, please don’t hesitate to contact us here.
This article on branding was originally posted by Datamark on September 19th, 2018. It’s no secret; technology runs the world. It is intertwined with almost every single one of our daily functions and tasks. It helps run our personal, professional and social lives. The world of technology is both fascinating and complex. It is also […]
This article on branding was originally posted by Datamark on September 19th, 2018.
It’s no secret; technology runs the world. It is intertwined with almost every single one of our daily functions and tasks. It helps run our personal, professional and social lives. The world of technology is both fascinating and complex. It is also extremely competitive. In order to remain relevant amongst a myriad of brands, companies need to craft a competitive niche and build reliance with its customers. Branding is vital in the technology sector. Consumers want to have trust and confidence in the brands they interact with.
That is why companies do not need the distraction of having to design, build, and maintain an in-house contact centre. This time-consuming task leaves little to no time for brand enhancement. But branding isn’t simply placing your logo and design on your product. Yes, product recognition is important, but having it be synonymous with great customer service is equally as important. Outsourcing your contact centre can alleviate that problem for your company.
Meeting with the client is the usual protocol throughout much of the outsourcing industry. But at DATAMARK, Inc., we take the time to truly engage with our clients in order to genuinely understand their brand and core values. The client’s culture is important to grasp in order to develop business processes that fit their needs and wants. DATAMARK allocates time to partake in the company’s culture to properly apply it across the complete customer journey.
At DATAMARK’s contact centers, your brand’s visibility is important. Our dedicated agents, or agents solely dedicated to the operation of your contact center, will have visual representation of your brand. Humans are visual beings. Allowing your brand to have a visual presence inside our contact centers is important for the full-representation of your company.
Call Pageboy can help you company with clients. Contact us today!
This article about customer service was originally posted by Michelle A. Shell and Ryan W.Buell for HBR on April 15th, 2019. When people feel anxious, it’s human nature to turn to others for help. For example, an apprehensive taxpayer might want guidance from an IRS agent in interpreting a new tax law. A distressed patient […]
This article about customer service was originally posted by Michelle A. Shell and Ryan W.Buell for HBR on April 15th, 2019.
When people feel anxious, it’s human nature to turn to others for help. For example, an apprehensive taxpayer might want guidance from an IRS agent in interpreting a new tax law. A distressed patient might want to speak with a nurse when making sense of his blood test results. This type of behaviour is quite common. Yet many companies in high-anxiety settings – like financial services and healthcare – are funnelling nervous customers to self-service technologies (“SSTs”) – kiosks, websites, and smartphone apps – isolating them at the precise moment when they’re most keen for connection. It is clear that these technologies are a less expensive customer service option to offer than human support. But what’s less clear is the toll these self-service interactions may take on customers. Is it an effective way of helping customers deal with their concerns? Or is it exacerbating customer anxiety and doing long-term damage to customer service relationships?
In our research, we set out to understand these questions. Through two lab experiments and one field experiment conducted in financial services, we found that anxious customers interacting through self-service technology feel dissatisfied with their decisions even when those decisions appear aligned with their goals. Their dissatisfaction reduced their trust in the service provider. But our results also reveal how a simple, and surprisingly low-cost, change – offering access to a readily-available human – can reverse the negative effects of customer anxiety.
We set our research in the financial service industry because it is riddled with uncertainty and complex decision-making known to provoke anxiety and distress for its customers. In our first experiment, we simply wanted to understand how situational anxieties – those outside of the company’s control – can crossover to affect the way customers feel about their service providers.
At Call Page, we can help with your customer service. Contact us today!
When businesses think of outsourcing services to a call centre, they often presume that this just involves services that handle overflow call volumes, after hours support and diary management. While this is true, many are unaware of the fulfilment services that they can also avail of. Outsourcing these services can be extremely beneficial for a […]
When businesses think of outsourcing services to a call centre, they often presume that this just involves services that handle overflow call volumes, after hours support and diary management. While this is true, many are unaware of the fulfilment services that they can also avail of.
Outsourcing these services can be extremely beneficial for a company. Regardless ,if you are or are not already using a call centre service provider. During periods of the year when customer demand may be higher such as the Christmas or summer periods, a fulfilment service will both store and dispatch all your company material eliminating the need for you to.
A fulfilment service offers the following benefits to companies
Allowing a third party call centre to store and dispatch materials such as welcoming packs, marketing materials, brochures and application forms means that your company no longer has to get bogged down by storage issues and manual handling. This ultimately gives you more time to focus on the aspects of your business that matter most.
Without the worry of handling fulfilment services, this will cut down on in-house expenses tremendously. For example, you will not need extra staff, storage space, utilities, moving equipment or packing supplies. Outsourcing means that you are only paying for certain services rather than incurring unnecessary overhead costs.
A call centre has access to the latest technological improvements in software and hardware machinery. By outsourcing these services, you ensure that your company’s database, inventory and shipments are kept up to date.
At Call Pageboy Contact Centre, our dedicated fulfilment department responds to your customers needs and requirements either via post or email within minutes of them getting in contact. We integrate our email system with yours so that our agents can reply to your customers directly from your domain. For postage requests, we dispatch all order from our storage space and ensure all customers next day delivery. If you would like to know more about the services that we offer, please don’t hesitate to contact us today.
This article about omnichannel customer service was originally posted by Amanda Roosa for Zendesk on February 25th, 2019. Omnichannel is the new buzzword in the customer service industry. Everyone is trying to get a piece of the action. However, is this hype real, and do you need to become the next expert in it? In […]
This article about omnichannel customer service was originally posted by Amanda Roosa for Zendesk on February 25th, 2019.
Omnichannel is the new buzzword in the customer service industry. Everyone is trying to get a piece of the action. However, is this hype real, and do you need to become the next expert in it? In layman’s terms, an omnichannel solution integrates all your customer service channels in one place. This maintains context and end siloed conversations. It also allows your team to quickly reference who the customer is, what conversations they’ve had and what they may have bought from you in the past. In short, yes, omnichannel is all that, and more. But how do you know when it’s time to switch to omnichannel customer service? If you’re wondering whether you’re in need of an omnichannel customer service solution, below are some tips on what you should look out for:
Is your ticket volume increasing? Are your agents feeling overworked and stressed out? No matter your agent capacity, if your agents are inundated with emails, calls, and inquiries, and feeling overloaded, something needs to change. In the world of customer service, there’s nothing more stressful than your ticket backlog rising due to a lack of resources. If your agents are constantly switching between channels, user interfaces and unable to communicate and collaborate in real time. There are serious consequences—think low CSAT, low ASAT, and a general lack of support efficiency.
Another telltale sign you need to integrate your customer service channels: if your team is delivering inconsistent support across channels. Does your customer service have customers repeat their issues when customer transferred? Or, say a customer emails you about an issue, doesn’t receive a response, and now they’re calling you but you have no idea they already emailed you. Customers don’t know which channel to trust and in an age of distrust in companies, that’s a mistake companies can’t afford to make.
At Call Pageboy, we offer omnichannel services. Find out more here.
This article about pharmaceutical companies was originally posted by Datamark.net on September 12th 2018. For public health to continue to progress and improve, pharmaceutical companies need to invest their time, money and efforts in what they do best; developing medicine by completing the necessary research for effective treatment. However, their primary focus is on scientific […]
This article about pharmaceutical companies was originally posted by Datamark.net on September 12th 2018.
For public health to continue to progress and improve, pharmaceutical companies need to invest their time, money and efforts in what they do best; developing medicine by completing the necessary research for effective treatment. However, their primary focus is on scientific advancement. Not in worrying about establishing a functioning contact centre for their customer care. By establishing an outsourced partnership, pharmaceutical companies can gain multiple benefits for their company. Here are a few reasons why pharmaceutical companies should consider an outsourced contact centre.
An outsourced contact centre is an alternative to an in-house contact centre. For pharmaceutical companies looking to provide an exemplary customer experience. Because outsourcers provide the training, facilities, and technology needed for great customer care, pharmaceutical companies can keep their focus on medical advancement and not on developing call centre agents to properly handle their customer care. The facilities and technology expenses are covered by the outsourcer by spreading it across multiple clients, keeping the pharmaceutical company’s costs relatively low.
Outsourced contact centres employ highly trained and experienced agents. The agents can be trusted handling the company’s brand and product. Agents are trained to be an ambassador of a brand, continuously creating favourable experiences for the customer. Agents at outsourced contact centres are trained by expert management and support staff in quality assurance by using the most trusted and modern technology and methods, improving the quality of service the customers receive.
Our call centre can help many types of companies. Read more here.
This article was originally posted by Shaista Haque for Ameyo.com on September 22. Call centres have been the backbone of various industry verticals. In addition, contact centres not only enables better management of business, but also helps in providing better customer service. Undoubtedly, call centre services offers an extensive range of benefits to organisations. In […]
This article was originally posted by Shaista Haque for Ameyo.com on September 22.
Call centres have been the backbone of various industry verticals. In addition, contact centres not only enables better management of business, but also helps in providing better customer service. Undoubtedly, call centre services offers an extensive range of benefits to organisations. In healthcare, connecting effectively with service providers through multiple channels of communication is the key. This is towards implementing better patient experience and minimising costs. Optimised call centre operations can play a crucial role in achieving these goals.
These days, healthcare providers are becoming more patient-centric raising the demand for call centres. However, with a rise in expectation to patient retention initiatives, appointment scheduling, and communications with referring medical professionals, the health centres must keep pace with new communications technologies. Health care providers can extend their unconditional support to the patients by utilising the services of call centre. This would reduce the call volume resulting more effective care of patients by staffs.
The level of convenience and the service that is being offered to the patients is different when the healthcare providers use call centre technology as a part of their practice. Hospital management is a very important responsibility, therefore it is very necessary to ensure the smooth functioning of the complete process. In addition, hospitals need to take care of everything from equipment management to the maintenance of records for the minutest details. Above all, a medical call centre can come to the rescue of a hospital ensuring that all the activities like record maintenance and appointment setting, follow-up calls with patients and reminder for pending appointments. In addition, they can also use e-mail support services for checking up with the patients on a regular basis.
Let’s discuss how call centres can add value to healthcare providers:
Effective care of patients: Customers satisfaction has always been a game changer for businesses. This is applicable for a healthcare provider as well. Providing accurate information to a patient is really important. The well-being of the patient completely depends upon the services they are being provided with. Therefore automating the complete process can be one of the major requirements that Hospitals should take care of. On the other hand, hospitals should also ensure that the personnel employed by a customer service centre is completely familiar with patients needs and have the skills and expertise to address different situations.
At Call Pageboy, we can help with many types of companies. Contact us today!
This article was originally posted by Mansi Bhatia for Ameyo.com on March 13 2019. Are you still in two-minds about whether your business really needs self-service support since you already cater to most of the channels such as an email, voice and even social media to some extent? Well, the answer is simple – Yes […]
This article was originally posted by Mansi Bhatia for Ameyo.com on March 13 2019.
Are you still in two-minds about whether your business really needs self-service support since you already cater to most of the channels such as an email, voice and even social media to some extent? Well, the answer is simple – Yes and for good reason. Self-service usage increased from 67% in 2012 to 76% in 2014 (Forrester). Which is only going to increase with the changing times. The millennials, also known as the digital natives are tech-savvy and rather comfortable with finding and implementing the solutions on their own, without seeking help.
If we go by this logic, then offering self-service support not just makes sense but is actually the need of the hour. Having said that, how should be the businesses incorporate it into their customer support strategy? By having a helpdesk software which comes with an array of self-service options. Let us look at some of the ways to offer self-service support to your customers as well as the agents with helpdesk software.
A customer portal is basically the go-to place for customers to request services or raise support tickets. Having an effective customer portal significantly reduces the workload of the agents as the customers are now able to raise a ticket and even follow up on the same using the portal. This in turn also help in improving the brand reputation. To further instil a sense of authenticity and add credibility to the portal, it is always a good idea to align its look and feel according to the overall theme of your brand. Such as using the same colour scheme and adding the brand logo.
We have helpdesk services available. Contact us today!
Recognised as the digital-savvy generation, millennials are categorised as individuals who were born between the early 1980’s and mid 1990’s. They are a generation of hyper-connected, tech-savvy and busy multitaskers who seek convenience from the brands they interact with. They see themselves as self-expressive individuals who can influence fellow millennial purchasing behaviours by sharing their […]
Recognised as the digital-savvy generation, millennials are categorised as individuals who were born between the early 1980’s and mid 1990’s. They are a generation of hyper-connected, tech-savvy and busy multitaskers who seek convenience from the brands they interact with. They see themselves as self-expressive individuals who can influence fellow millennial purchasing behaviours by sharing their personal experiences. Statistics show that as high a number as 40% of Millennials refer to online reviews and testimonials before purchasing a product.
Millennials are important to businesses because millennials have the most spending power. Therefore, it is necessary for companies to adapt to this generation’s preferences. In order to stay relevant and maintain their position in the market. And the biggest shift in preferences that companies have seen and will continue to see over the years is in the customer service arena as millennial expectations appear to be quite different than those of generations past.
Companies must realise that they need to adapt and become the business millennials want to interact with and purchase from. They need to become more flexible, and provide a more personal, seamless and responsive omni-channel customer experience. In order to please this powerhouse of a generation. In order to get a better understanding of how to please this age cohort, one must be aware of their expectations. Also, how they are redefining customer service:
Having grown up well and truly into the Information Age, and during a time when advancements to the internet and technology were progressing, millennials have been used to having access to easily available information. As a result they tend to have a “Self-Service” approach to customer service. Hunting information and searching FAQ’s and online communities before contacting a company directly. Therefore, companies should show they respect the opinions of millennials and have as much product/service and company information as possible directly on their websites in order to reduce the need for customers to contact them directly. This in turn will benefit the company, as their agents will have more time to deal with the complex customer service issues.
In comparison to previous generations, millennials are more trusting and willing to share their personal information. In order to have a more personalised customer experience. Relevance is very important to millennials. When they contact your customer support, they expect you to know their service history. Also, provide a customer service experience that it not generic, but relevant to them. For a business, this means ensuring you have an intelligent CRM system updated with customer details. You can impress millennials with your knowledge of their needs.
As social media is second nature to millennials, they expect brands to have a presence across all social platforms. According to Microsoft’s State of Global Customer Service Report, about 47% of millennials have previously used social media to voice their opinions about a negative brand experience. Companies need to recognise that social media is a customer service platform and utilise it to respond to their unhappy customers. In order to maintain customer satisfaction levels and keep their brand image intact.
Millennials want fast responses when they reach out to customer service. Time is of the essence for this generation who are always on the go, they don’t like to waste time. In a call or live chat queue waiting to speak to a customer service representative. Similarly if they reach out to you on social media, they expect you to respond in a fast nature. In addition recent research suggests that no single KPI has a bigger impact on customer satisfaction than first-call resolution. Millennials do not want to be transferred to another agent while talking to customer service because it takes up more valuable time.
As a result, companies need to have adequate staff working. This to ensure they can answer all customer queries in an efficient manner. Segmentation of the different customer service topics and queries should be in place to ensure that a customer is connected to an agent who is trained and knowledgeable in the field of the query, reducing the need to be transferred.
Millennials tend to prefer alternative forms of contact over phone calls. As mentioned above, social media is a huge part of their daily lives, along with messaging apps. They show preference to forms of customer service that are instant and mobile, allowing them to respond quickly wherever they may be. Therefore it’s important to make sure your business offers a consistent and seamless customer support service across all devices.
Call Pageboy Contact Centre understands the importance of providing high quality, omni-channel customer service. We offer a range of customer support services. These help businesses in their goal of providing a seamless, hassle free customer experience journey. If you would like to know more about the services that we offer, and how we can help your business, get in contact with us today.
This article was originally posted by Ameyo.com. There has been a lot of buzz around Customer Experience (CX) emerging as the key differentiator. A driver for growth and sustenance in consumer industry. But, what exactly is customer experience and what makes it great? Gartner defines it as “the customer’s perceptions and related feelings caused by the […]
This article was originally posted by Ameyo.com.
There has been a lot of buzz around Customer Experience (CX) emerging as the key differentiator. A driver for growth and sustenance in consumer industry. But, what exactly is customer experience and what makes it great? Gartner defines it as “the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products.” Forrester Research defines it as: “How customers perceive their interactions with your company.” Clearly the two basic elements of the definition are perception and interaction.
To simply put CX is how a customer perceives the brand through all the interactions across the customer life cycle. In the modern digital era, customers are well-informed and hyper connected than ever. With a growing number of communication channels, brands are increasingly turning to technology platforms as a way to improve customer experience across channels.
Customer service is a part of the whole gamut of customer experience. It can be defined as the support provided by a company to customers. Who are facing issues while purchasing or using its products or services. On the other hand, CX is the overall perception of a brand as a result of comprehensive interactions throughout the buyer’s journey. Moving on from the basic definitions, let’s understand what is the difference between customer service and customer experience?
Customer Service is reactive – it only comes into play when a dissatisfied customer contacts the company. The business can only take action once something goes wrong, and not beforehand. CX on the other hand, is proactive – a business can take action to optimise the customer journey before the customer becomes dissatisfied.
CX is a holistic approach that goes beyond customer service department and is the responsibility of everyone in an organisation. Unlike customer service which focuses on single specific interaction at a time, customer experience takes into account the overall customer journey by building long term relationship with customers.
Brands need to understand that seamless customer service delivered consistently over a period of time will eventually impact the customer’s perception about the brand. Thus, making it easier for the customers to access customer service will ensure better customer experience and boost customer loyalty.
We can help with your call centre needs. Contact us today!
A great customer experience begins with a warm greeting from highly trained and knowledgeable call centre agents. Employee training is key. In recent years, the expectation of customer service provision has increased greatly. With numerous ways to get in touch with a company and continuous developments in communication technology. Customer satisfaction has become harder to […]
A great customer experience begins with a warm greeting from highly trained and knowledgeable call centre agents. Employee training is key. In recent years, the expectation of customer service provision has increased greatly. With numerous ways to get in touch with a company and continuous developments in communication technology. Customer satisfaction has become harder to achieve. However, call agent can have a huge influence on how a customer views a company. Likewise, if your customer has an enjoyable interaction with a call agent, they are more likely to return in the future. If they receive a bad experience then you run the risk of losing a customer.
Therefore it is hugely important for a business to invest in employee training. Making sure that call agents have the knowledge and skills needed to provide customers with the level of service. They deserve can have a big impact on the overall reputation of a company. It’s important during the training process to make sure that call agents:
Call Pageboy firmly believes that each call centre agent plays an integral part in delivering high quality call centre services. To sum up, to ensure that our client’s customer is kept at the heart of everything we do, we focus heavily employee training, encouraging and motivating our call centre agents to excel at their roles. In short, Call Pageboy provides an initial induction programme and continuous training and feedback to our team through weekly meetings and quarterly training programs. If you are looking for a new career opportunity, check out our online careers page or get in contact with us today to see how we can help you elevate your career today!
This article on virtual receptionist was originally posted by Gemma Harding for Callcare247.com on October 31, 2018. In a recent survey by Liberis, the concerns and aspirations of 200 UK SMEs for business growth in the coming year were clearly spelled out. What do SMEs need – and how can a virtual receptionist help them to achieve this? First […]
This article on virtual receptionist was originally posted by Gemma Harding for Callcare247.com on October 31, 2018.
In a recent survey by Liberis, the concerns and aspirations of 200 UK SMEs for business growth in the coming year were clearly spelled out. What do SMEs need – and how can a virtual receptionist help them to achieve this? First let’s look at the challenges SME business owners are facing.
Focus on Growth – Not being able to see the wood for the trees doesn’t quite describe one of the main barriers to business growth. The real challenge is not being able to escape the present to plan for the future. Those phone calls and that admin can constantly distract you from the pressing need to plan for growth. A key benefit of a virtual receptionist is taking you away from the front line. They provide the space you need to focus on growth. They can help you maintain a healthy work-life balance by reducing ‘wasted’ time and allowing you to plan ahead.
Give Yourself the Edge – Customer service can be the key differential in winning customers. And it is certainly the main tool you can leverage to retain customers. It costs around five times more to sell to a new prospect than to sell to an existing customer who previously enjoyed the buying experience. Ensuring you offer a better customer experience than your competitors is critical. Virtual receptionists are faultlessly professional, trained call handlers. They offer impeccable customer service. In a business environment that is characterised by the threat of competitors, gaining the edge on the customer service you offer may help you reach the tipping point to secure that sale.
We can help with you virtual receptionist needs. Contact us today!
For many businesses, Christmas can be the busiest time of the year. As always, strategic planning is hugely important but even more so in the run up to this particular season. Most companies will hire additional staff to cover the festive season. But if it’s extra customer support that is required, outsourcing to a call […]
For many businesses, Christmas can be the busiest time of the year. As always, strategic planning is hugely important but even more so in the run up to this particular season. Most companies will hire additional staff to cover the festive season. But if it’s extra customer support that is required, outsourcing to a call centre could be the answer to a company’s problems. Doing so will not only alleviate stress and pressure on in-house staff. Ensuring that loyal customers have their queries resolved, and new customers can have their calls answered, increasing the sales opportunities for the business. Here are some of the many reasons why you should outsource your customer support during the Christmas holidays:
Trying to predict call volumes can be very difficult for any business during the Christmas season. There can be periods of extreme high call volume and periods of the complete opposite. Your business will be unprepared because you can not make accurate predictions of call volume. A call centre however, has the experience, expertise and technology. This to accurately predict these fluctuations and be able to respond effectively.
During times of high volume, handling calls quickly and efficiently is essential. Many businesses will hire additional seasonal staff to meet these high demands. It is cost ineffective for your business to hire additional seasonal staff. As they still have to pay the staff during the slow periods when they might not be needed. With a call centre, there is a large number of agents readily available to meet company demands. Agents will only be assigned to a business on an on-needed basis.
As mentioned above, it is important to handle customer queries and complaints as resourcefully and efficiently as possible, to ensure customer satisfaction. Call centres have the capacity to offer support over a range of platforms such as phone, email and digital communications. This ability to offer omni-channel solutions means they can quickly deal with customers based on the level of service they require.
It’s cheaper to retain customers than it is to acquire new customers and so while seeking new sales opportunities is always important, so too is maintaining current customer satisfaction. Outsourcing customer service means that customers receive the attention and special care they deserve that the otherwise too busy in-house staff might not necessarily be able to give them, ensuring that they keep spending their money with the business.
CallPageboy contact centre provides customer-centric services to a range of different industries. Our call centre technology ensures that a business maintains desired customer care service levels while also reducing company costs. Our expert call agents work across all communication channels including telesales, email and social media in order to solve customers’ issues, 24/7 365 days a year, ensuring customers’ queries are never left unanswered. The holiday season is there to be enjoyed, and a business owner can enjoy them fully when they know that their businesses customer service is still running smoothly while they are relaxing. For more information on how we can help your business, get in contact with us with today.
