Customer Services

Welcome back to Support. This month we are having a deeper dive into our internal support processes to help explain a little more about how we work day-to-day and how we resolve your queries.   How do we process your Support...

Automated customer support has a bad reputation. For too many people it conjures painful memories of wading through a voice recognition system, or of trying to find a contact number on a knowledge base that seems have last been...

Improving the customer experience is high on the priority list of many organisations. They spend a great deal of time and money searching for new ways to deliver a better experience than their rivals. But only 15% of companies...

As markets mature and competition intensifies, products and services converge, and companies become increasingly hard to differentiate. But if you want to generate growth – and who doesn’t? –  you must find ways to stand...

The B2B Customer Experience 2017 study from business advisory firm Accenture delivered some striking findings for B2B marketers. The 1,350 sales and customer service executives from B2B organisations around the world who...

Some other departments might disagree, but your customer service function is the beating heart of your business. As the people who interact most often with customers, your service team is better placed than anyone to gather the...

Is there anything more exasperating than searching for information you’re sure is out there somewhere but you’re not quite sure where? For employees and customers alike, these data hunts are always frustrating and can add up...

The key to any CRM project is carefully planned and skillfully delivered implementation, and nowhere is this more the case than with customer service. Get it wrong in this critical area and both customers and agents will feel...

We’ve come a very long way since the dark ages of customer service. From being little more than a dumping ground for complaints, customer service is fast becoming the single most important source of competitive advantage. In...

Triage matters. You can have the best doctors and nurses in the world but if they’re treating grazes while someone in a critical condition is kept waiting outcomes will suffer. Equally, your world-class oncology specialist...

Ask a man or woman on the street if they like the idea of automated customer service and chances are you’ll be greeted with a horrified stare and a decisive “no!”. We tend to associate the automation of customer service...

The dark ages of customer service aren’t so very far behind us. Let’s never forget the horrors of only being able to contact your product or service provider on the phone – and only during office hours. And then finding...