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We are all customers. And we all get angry with similar things, mostly with bad customer service. However, for some reason, we rarely draw any conclusion from it. If you want to improve your service, you need to draw conclusions from other companies bad service and make changes... read more
Customer service work is a kind of activity that you wouldn't probably pick as a source of joy. As in any other job you eventually become overwhelmed, bored, unsatisfied with your paycheck or you hit a ceiling in your career. Under those circumstances, the state of joy seems like... read more
5 minutes
Nov 13, 2014
When clients need to contact a company’s support, they always want to hear the yes answer to all their requests. But that’s not always possible, is it? We all take denial very seriously. It can cause an emotional, or even childlike response. We shout, hang up and threaten to... read more
The days when you could only call a company are long gone. Support provided via various communication channels like chat, email, phone and social media sites is a must today. This shouldn't come as a surprise. After all, you should provide the kind of help your customers expect... read more
Delivering the same customer service standards becomes increasingly difficult as your company grows. More customers means more chats, tickets and calls. You need a plan for scaling your customer service department. If you don’t improve your support capabilities, your agents will... read more
Just as every car requires a regular checkup, so does your support. At the beginning of Q4 2013, We felt pretty confident with our setup: 6 dedicated agents working 5 days a week, always ready to help and go the extra mile. We wanted to take it to the next level with 24/7... read more
The idea of in-app support is pretty simple. Whenever you have a question when using an application, you can click one button to get instant help from a support agent. No matter if you are a mobile or desktop user, there's no need to search the web, browse support forums, email... read more
Great communication choices utilised by marketers should also be part of good customer service. Being official or casual is just the tip of the iceberg of possibilities and different approaches should be applied ad hoc, ones that are well defined and flexible. Characteristic... read more
7 minutes
Aug 21, 2012
In order to thrive in today's volatile economy, it's imperative to manage customer service departments with care and finesse. Tony D'Amato, portrayed by Al Pacino in "Any Given Sunday", is a prime example of a man making excellent choices in team building and leadership. Any... read more
Gamification: the use of features and concepts (e.g. points, levels, leaderboards) from games in non-game environments, such as websites and applications, in order to attract users to engage with the product. - McMillan Dictionary Customer service: all interactions between a... read more
5 minutes
May 7, 2012
