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.

If a journey of a thousand miles begins with a single step, a customer’s journey could begin at a myriad of touchpoints from every possible direction. It’s dizzying, but because customer experience is a key differentiator, it’s more important than ever to have a holistic understanding of the customer’s journey from every new touchpoint — across the entire organization. The different parts of your organization need to understand each other.

We live in a more connected world than ever before. 90% of consumers have and use multiple devices to complete everyday tasks (including shopping) so having just a great in-store experience, or a killer website is no longer enough. In 2019, you have to provide a consistently excellent experience on all channels to win over the connected customer. However, the effort is worth it, as the rewards are great.

Wire announces key hires in US and Europe as company sales double. November 12th, 2019 - London, San Francisco and Berlin - Wire, the world’s most secure collaboration platform, today announces three new senior hires as it looks to continue with its accelerated upward trajectory, following another quarter of impressive sales growth. The multinational technology company has consistently been doubling sales quarter over quarter.

What is service culture, exactly? Is it a templated approach to customer service that support teams take? No, it isn’t as simple as that. Service culture is a sustainable organizational culture that bridges the void between workplace culture and customer-centricity. It encourages a collective effort from customer-facing teams across your company to inherently prioritize customers.

In this day and age, all aspects of life are progressively going online. This extends to even behemoths of organizations such as governments. Historically, governments have often lagged behind in keeping up with the most current technological landscape, opting instead to focus on running their jurisdictions and disciplines.

Commencing in 2017, Wire pivoted its focus from consumers to enterprises with a goal to provide the enterprises with the world’s most secure collaboration software. Our technology is now used by over 700 enterprise customers around the world. Wire has been selected by some of the world's most security-conscious enterprise customers after passing all of their rigourous security testing.

Since the beginning, Basecamp has been marketed as a project management and collaboration tool for small businesses (or small teams inside larger businesses). However, over the years we’ve also heard from thousands of people who use Basecamp outside of work. They’ve gone off-label and turned to Basecamp to help them manage all sorts of personal projects too. No surprise there – it really works!