The customer service industry has had its fair share of challenges over the past two to three years, with COVID forcibly altering the face of customer care, in some cases permanently. Supply chain issues, inflation and cost of living crises have added fuel to the fire and presented significant challenges to an already over-stretched sector.
Tentatively at first, but with increasing urgency and excitement, we watched the world of travel open up in 2022. Undoubtedly, the travel and leisure industry suffered a significant beating over the past two years. However, smart travel companies are turning their attention to ways to differentiate themselves and emerge as battle-scarred market leaders, ready to support the impending surge of travellers.
Chatbots can be a gold mine, but businesses often think implementing one can take up a lot of resources. Don’t worry; there’s no need to hassle your developers. You can now design and implement a no-code chatbot on your website. In this article, you’ll find out why you’d want a chatbot and how it can look on your website.
Self-service is more than a buzzword; it’s a vital part of modern customer service that means your customers can get answers fast and your customer service team can focus on the issues that really matter. Allied to that, self-service can reduce costs and have a positive effect on the mental health of your customer service team. Not to mention the equally positive effect it has on brand perception.
The key to providing world-beating customer service is to ensure your team has the time and the bandwidth to deal with every customer’s issue effectively. That means ensuring call volumes are reduced and customers are able to self-serve. That way your team can focus on customers that need their time the most.
You’ll no doubt have encountered chatbots in your day-to-day interactions with brands, financial institutions, or retail businesses. You might not have realised it, but chatbots can take many forms. Finding one right for you involves knowing a little about how they work and what they can do. To help you on the way, here are seven chatbot use cases to improve customer experience.
With the right technology, you can create a seamless event experience that’ll keep your customers coming back for more.
If your customer service strategy doesn’t include live chat, you could be missing out on a big boost to customer satisfaction scores. Live chat offers short waiting times and the ability for customers to get on with their day while your team solves their issues. However, it can be a burden for your customer service team as a large proportion of their time is often spent dealing with repetitive questions that are easily answered but time-consuming to resolve.
Next time you walk into your favourite brick-and-mortar store, try noting the number of service interactions you encounter in a single visit. Now, consider if you would get a similar experience online. It's time for multichannel retailers to reimagine the customer experience in a digital setting. Think — immersive, personalised experiences that grab shoppers' attention.
In the super-competitive world of retail, automation can make the difference between success and failure. Spend too much time on laborious returns or repetitive questions and you’ll have none left to focus on sales strategies and building your customer base. Automating important elements of your retail operation can free up your staff to do great things.
It’s easy to overlook aftercare. Once you’ve converted a customer, the temptation to focus on the next conversion is all too real. However, providing good quality aftercare and post-purchase service is a crucial part of the purchase funnel. For housing associations, the period immediately after a conversion is the trickiest time as tenants grapple with their new surroundings and potentially uncover elements of their property they’re dissatisfied with. During that period, attentiveness is key to create brand advocacy and avoid issues further down the line.
The retail year is packed with seasonal sales periods that present an opportunity to increase revenue. Getting the jump on your competition can be tricky, but with the help of some labour-saving technology, you can become a master of the retail calendar and breeze through the busy periods without breaking a sweat. Here’s how…
How do housing associations make the leap to digital as painless as possible? The housing industry has been relatively slow to adopt digital ways of working, but there are signs that’s beginning to change.
Customer service has changed and improved enormously over the years. Until a few years ago, companies could only be reached by phone, e-mail or face-to-face. Fortunately, the rapid digitisation of our society has contributed to better accessibility of both companies and customers. However, customers' expectations have also changed a lot in recent times. Managing these expectations is sometimes challenging and frustrating. We investigated: what are the ten biggest challenges for today's customer service manager?
Chat is quickly becoming many customers’ favourite way to communicate with brands. From getting their problems solved quickly to finding out more information about a company’s products or services, chat is fast, efficient, and doesn’t involve the long-wait times typically associated with phone calls or rounds of back-and-forth emails.
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