Covid19 has changed the world we live in. We shop and work differently. Companies have changed their ways of operating. Businesses have been transformed to ensure employees and customers are safe. Our processes are leaner and more orientated towards digital tools. Teams found a new way to collaborate and because we need to stop the spread of the virus, we communicate more frequently with online tools. This is what is called digital transformation.

A work order is a documentation of a job or service request that is issued to track and monitor the status of the request which is raised by either a customer or internal stakeholder. Companies that provide field service, or operate in industries that involve regular inspection or maintenance of equipment or machinery deal with work orders frequently.

Successful businesses like Amazon are built on the basis of prioritizing customer service values over anything else. Their emphasis on customer-centricity shows how customer service values can reap a wide-reaching impact on the growth of any company. If you get the culture right, customer service values will follow. In growing companies, support reps are riddled with steep targets to be on the right side of service metrics.

Artificial intelligence (AI) helps businesses meet the digitally-inclined customer on their channel of choice. From ticket deflection to smart automation, the impact of AI on customer service is announcing itself in surprising ways. A customer can now start a conversation over chat, continue it via phone, and pick it up later over email within the same conversation thread.

How a support agent is introduced to a new role and how they’re coached until they can get up to speed plays a huge role in their performance throughout their career. In fact, organizations with a strong training and onboarding process improve new hire retention by 82% and productivity by over 70%1. So, it’s vital that you train and onboard your agents well, especially in a remote work environment.

People barely consider email tracking to be a new thing these days. Salespeople and marketers have been using it for the last 15 to 20 years to engage with leads in a better manner and develop an email marketing strategy that actually delivers! Some of you might be wondering – what exactly is email tracking? And is there a hidden opportunity to use email tracking to provide better customer service? Keep reading to find out.

With the staggered re-opening of businesses following the shutdown, it’s time for customer support teams to up the ante on customer experience. After all, customers have also had to endure the ordeal and the last thing they want is a heated argument on the phone with a support agent over a refund. We believe the following apps will help you become more customer-centric in your approach and provide pre-COVID levels of service to all your customers.

It’s happened to everyone—you purchase a new product you’ve wanted for a long time. But despite your excitement to use it, you realize, to great irritation, that you don’t really understand how to use it. These days, customers have an abundance of options any time they want to make a purchase. If something is too hard to use, returning it or canceling the subscription is just a few clicks away. Closing a deal does not mean your customer will stay.

Businesses need to get used to a world where pricing is no longer the major differentiator between businesses. Customer service and experience are now the most common factors that determine customer loyalty–because it’s what makes customers stay and show their trust with repeat purchases. So, it is imperative to build customer service teams with a structured approach–addressing all the nitty-gritty of running a successful support function that delights customers.

Your company exists to provide products and services that fulfill your customers’ needs and provide things that they value. That may seem simple and intuitive, but how well do you really understand your customers? Are your products and services meeting their needs or are there areas for improvement? How do you compare to competitors in the marketplace? Are there issues that are frustrating customers and tarnishing their perception of you?