If you’ve spent more than a week in the business world, you’ve no doubt heard the term ROI, or return on investment. Essentially, it’s a way to measure the value, or impact, of money spent. With the need for making data-driven decisions a cornerstone of successful businesses, tracking the ROI identifies unsuccessful strategies and validates successful ones. For most business units measuring ROI can be straightforward.

Managing remote field teams from your desk as a helpdesk agent or service dispatcher can be hard. Communication can be difficult between teams, misunderstandings are common and getting everyone – both helpdesk agents and field technicians – on the same page regarding customer issues can be very hard. When we studied field service providers and their workflows, we found that they often ran into these three problems.

When you think of companies that offer great customer service, the best examples are not one-off moments of companies going out of the way to delight a customer. Instead, the best examples of customer-focused brands are those that have carved a name for themselves by caring genuinely for their customers and consistently putting their customers first. Sales and marketing efforts can help your company onboard customers.

Outsourcing customer service can help you save money, scale your team fast, and provide round-the-clock assistance to your customers. However, building and managing a team of remote customer service representatives has its own unique challenges, and it’s important to do it right. Here are five best practices that you should keep in mind – #1 Hire the Right People You already know that a great customer service representative must be patient, empathetic, and likable.

Kicking off with Black Friday, you can expect an influx of guests to your e-commerce and brick-and-mortar stores. With our latest set of Marketplace apps, not only can you give your support agents an added boost during the holiday crunch, but also elevate your customer experience across multiple touchpoints — turning this shopping season into a revenue bonanza.

As soon as the first deal of humanity was struck, and services were exchanged for goods, the first business-customer relationship started. In fact, the 1750 BCE complaint tablet to Ea-Nasir is widely believed to be the first customer complaint ever.

The idea behind the ‘Follow the Sun’ model involved software development teams, sitting across different worldwide locations, working on the same project. Essentially, each team would hand off work at the end of their workday, to another team who is starting their day on the other side of the world. This way work is carried out 24/7 with task handoffs taking place between each of these global teams after the shift of a particular location ends.

Customer support is one of the most critical functions of retail businesses. When your support processes function smoothly, they inspire the confidence of your customers and contribute to increased retention and lifetime value. This is particularly true during the last-mile-delivery phase. Quality support, especially in the last mile, helps demonstrate the robustness of your organizational processes, boosts profits, and contributes to an increase in the perceived credibility of your brand.

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.

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.