We’re living in the age of self-service. Forrester estimates use of web self-service has jumped to ~76%  in 2014 as compared to ~67% in 2012, and it’s only continued to go up from there. People don’t want to spend time waiting to connect with an agent who may or may not be able to answer … Continued

Now, the title of this article alone must seem absurd (What?! No, I’ve always read that the customer is ALWAYS right!). But, before you dismiss this as totally ridiculous, hear it out. Sometimes, the customer isn’t right. Period. However, every customer deserves to have their issues heard. (See? Sounds much less crazy in context.) The phrase … Continued

With internet technology becoming more powerful each and every day, it is now possible for any business owner to utilize virtual live chat assistants on their website. A virtual live chat assistant is a real person that your website visitors can engage with to get answers to their questions and get help with any support … Continued

How can you increase your customer satisfaction scores? Make customer service central! For many companies like Amazon and Mariott, providing exceptional service is a top priority. Their approach is based on the principle that organic growth comes from the inside. A team with a strong commitment to providing superior support will produce happy customers. And, … Continued

When it comes to providing superior customer support during peak periods, even a well-prepared team only has so much time and so many resources available to them. Thus, time management and the proper allocation of resources are crucial to providing a positive customer experience. But, what type of customer should take priority (i.e. new, existing, … Continued

It’s no surprise that providing great customer service makes for happier customers. However, the strong correlation between superior customer service and higher profits is often underestimated. According to the Harvard Business Review, customers who have the best past experiences spend 140% more compared to those who have had poor experiences. Here are three ways that … Continued

Dear Customer Service Department of Most Businesses, It’s time for a #realtalk. There are many things to love about your company, but your customer service is not one of them. I would say “it’s not you, it’s me,” but, it’s how you treat me.  Let’s just say that your social skills could use some work. … Continued

There are tons of things robots do. We just want to tell you about a few of our favorites. We’d love to hear what a few of yours are in the comments section! Household Tasks Mopping floors, vacuuming, clearing the gutters, and cleaning the bottom of the pool? We don’t have a robot maid like … Continued