The rise of the AI bots may sound like a sci-fi horror scenario, but in reality, the growing industry of bots isn’t scary at all—it’s a technology that brings real, tangible benefits to businesses and customers alike. Bots are already a big part of the customer service landscape. In 2018, the bot market was worth $1.274 billion and predictions anticipate it reaching $7.5 billion by 2024.
You might be holding back from a much-needed price increase because you’re afraid to make your customers angry. Yes, it’s true that no one wants to suddenly have to pay more, but inflation is a very real thing and it is possible to increase your pricing in a way that your customer base will understand. There are a number of methods that you can employ to help ease the customer into price differences, making sure that there is little to no drop off or damage to your brand’s image.
When setting up meetings, pitches, training, and events, the ideal manager makes a special effort to deliver an immersive experience by evaluating, tracking, and evaluating the audience’s level of engagement to achieve the best outcome of the event possible. After all, a high level of user engagement is perhaps the most subjective measure of a successful event. Certain companies are specialized in developing event technology geared towards refining the conventions of audience engagement.
GDPR, LGPD, CCPA, … Ever heard of these acronyms? Starting in 2018 in Europe with the General Data Protection Regulation (GDPR), many other countries have passed laws to protect your privacy and your personal data. The LGPD in Brazil or the CCPA in California are among those laws and will come into force in 2020.
As customers, all of us have had at least one support experience that made us go ‘it’s really unfair that I had to go through so much to get this issue resolved’. For instance, when I tried to get help with fixing my washing machine, I was redirected from one team to another and I had to go over the details of my problem a dozen times before a rep was assigned.
Gone are the days when employers and employees had to be in the same physical location in order to be able to work effectively and achieve all of their goals. Today, more and more organizations are allowing their employees to work remotely, not to mention that they hire entire international teams, with employees spread all around the world. There are a lot of studies showing that allowing employees to work remotely can lead to much higher levels of efficiency and productivity.
If your job is to manage an end-user or customer support organization, one thing you really need a handle on is the flow of support emails into, and out of, your department. You need to be sure that you are capturing all incoming tickets, as well as all responses on those tickets. You also need to be able to audit all outgoing email sent by your team and the messages on conversations they are having with customers.
The most common reason for getting in contact with a company’s Customer Support is that you’re facing a problem. Your Customer Support team regularly engages with customers in an extremely critical phase – when they are not satisfied. Your agents’ ability to turn their mood around is going to have a significant effect on your business performance.
Did you know that more than two-thirds of marketers believe companies mainly compete via customer service? To attract and retain loyal customers, businesses must deliver outstanding customer support. Is your customer support team as productive as it could be? In this post, we’re going to dig into the science-backed communication concepts that underpin excellent customer service.
