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?

Over the years, we have seen an explosion of different communication channels. With this rise, the real challenge lies in choosing the right communication that suits your business. It is also important to look out for emerging trends in customer communication and start adapting to them. As businesses scale, it becomes even more challenging to be able to communicate effectively with every customer. To survive in this competitive market, one critical factor is enhanced customer communication.

The COVID -19 pandemic has overstretched customer support teams across all industries. Many organizations faced a massive influx of customer requests for help, and in most cases, they were not resourced to respond appropriately. Now more than ever businesses need a customer engagement platform that enables their customer support teams to do more with less.

Field service management (FSM) has changed in the last two decades. Gone are the days when dispatchers used legacy systems and spreadsheets to track the field service agent’s activities, and field service agents, on the other hand, used pencil and paper to complete their orders. Though these were ‘established’ processes, organizations found it difficult to keep up with increasing customer demands while staying competitive.

In Field Service Management (FSM), the smallest of mistakes can be the difference between great customer experience and losing business. One of the ‘mistakes’ that greatly affects customer satisfaction is the inability to resolve field service requests on the first fix. Given an environment rife with competition and the evolution of customer expectations, showing up isn’t good enough.