Inbound customer service is the promise of every customer service outsourcing company. It has to do with the management of the questions that come from the customers via numerous channels like phone calls, mails, social media, and live chat. Normally, these interactions are started by the customer because the customer may require help, information or … Continued

Outbound customer service plays a key role in managing customer relationships by actively reaching out to them. Instead of waiting for customers to make the first move, companies take the initiative. The goal? To boost customer happiness, keep them coming back, and build loyalty. This approach includes a range of activities like sales calls, satisfaction … Continued

What is customer retention? Customer retention refers simply to the capability of a company or its product to reserve its clients for a specific duration. Customer retention is how often a customer repurchases a product or service from the company. It is essential for businesses because it is more economical to retain existing clients than to … Continued

First Call Resolution (FCR) is one of the key parameters in customer service. It demonstrates how support teams resolve problems at once without the need to repeat the call. High FCR rates make customers happy by quickly solving their problems. FCR plays a major role in customer satisfaction, engagement, and brand loyalty that it should … Continued

Winning new customers is crucial, especially for customer service firms. It’s like making new friends in the business world. You look for people who might like what you offer. Then, you chat them up. You get them excited. Finally, you convince them to pay for your services. Companies use a mix of smart strategies and … Continued

The Net Promoter Score, often just called NPS, is like the heartbeat monitor of customer service. Especially for those companies that are the middlemen handling support for others. It’s this nifty, easy-to-digest metric that gives us the scoop on how customers are really feeling about a business. Imagine it this way: there’s just one question … Continued

Customer Experience Management, or CEM for short, is essentially how businesses keep an eye on, take care of, and smooth out every single interaction they have with their customers throughout the whole journey of the customer. The big goal? To make sure every time you and the company cross paths, it feels great from your … Continued

Customer Relationship Management is how companies manage their relationships with customers. It covers everything from the start to the end. The key function of CRM is to deepen the relationship with clients, support them to stay with the brand as well as to increase the business sales. CRM furthers companies being client-focused, process standardization, and … Continued