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Unfortunately, it's also the most elusive. Customers stay with brands that provide a consistently positive experience, driven by a lasting emotional impact and great product value. Read More

You're probably already tired of hearing customer relations experts going on and on about speed. The case for fast customer support is strong and made more prevalent by the rise of smartphones and an ever-widening Internet penetration. These innovations rapidly altered customer expectations. Read More

As customers’ expectations change, the definition of customer service also evolves. Now, it has become more than just answering queries. Read More

The way brands and customer service providers interact with consumers gets more efficient but also more complex as new technologies are being developed. Read More

Needless to say, this is a big responsibility for brands. A cost-efficient and fast solution would be to partner with a customer service provider that can manage your social accounts 24/7. But if you choose to do it in-house, make sure that you have enough employees who can respond to customers qui Read More

Despite the boom of social media, email remains an integral part of the omnichannel customer service strategy.

Email’s a big hit among the 55-and-above age bracket, with 52% of them naming it as their preferred method of engaging with brands. Read More

It’s counterintuitive to call your IVR “interactive” when it’s actually not. In the call center, the purpose of the IVR system is to route calls to agents with the skills and knowledge required to solve a particular issue. To do this, it uses voice prompts to gather information. Customers then inpu Read More

Having a mobile app for customer support is one of the best ways to stay in touch with a smartphone-focused demographic.

But just how glued are we to mobile apps? Read More

Job recruiters for call centers can’t afford to hire the wrong people. As frontline brand representatives, agents take on a big responsibility. Put blatantly, there’s no room for incompetence in customer service. Read More

Facebook is far from being a uni-purpose customer engagement tool. Although business owners usually create a Page to promote their brand, there are plenty other sub-platforms that can reinvent the way you reach out to customers. Read More