We’ve all been there. The moment when you’re browsing through the website, looking for help and no one is there to help you. A process to contact the company is painful before you even start. It feel like they don’t want you to get in touch!
Customer expectations are closely connected to what you’re advertising. They expect you to do what you say you’d do for them, how hard it can be?
When it comes to different languages, customer support has its struggles. If you have agents who speak one or even two languages, and the market you’re targeting is international,
Self-service has many benefits for both customers and customer service agents.
The World is in some kind of a magic circle where telling someone “no” is a no-no.
Help desks have numerous features to help agents. One of those are tags. Tags are there to help us categorize customers, conversations and follow everything.
Years of research in the field of customer service have shown that there are four factors that have the largest impact on customer service.
Probably the most popular phrase in the world of customer service, maybe even the whole business world, is the famous The customer is always right.
No, the title is not lying to you. You can actually increase efficiency while at the same time improving the rate of customer satisfaction and all that with fewer expenses. The formula is simple. Solve the problem on the first try. First call resolution a.k.a. FCR is a metric we use to measure the rate of success of our agents on their first interaction with the customer. Research has shown that increase in FCR equals the improvement in customer satisfaction. Bottom line is that with higher FCR we’ll get happier customers and save a lot of resources.