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.

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.

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.

Building a successful remote team takes time, thought and planning, but it certainly yields huge benefits. Flexible work hours are no longer reserved for tech startups – in today’s age of global connectivity, entrepreneurs are able to hire the smartest, most competent people regardless of where they live. Without further ado, here’s how to choose, hire and motivate remote professionals and create a brain trust that delivers every time, everywhere.

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!

The goal of every customer service team is to ensure that a customer’s issues or grievances are being addressed. Whether that’s a returned item, a billing discrepancy or a software bug – the first line of defense is the agent that your customer reaches out to. But what if the issue is the support received itself?