Everyone makes mistakes. When you screw up and say, “I am sorry. Our mistake.” it is good customer service but NOT Service Recovery. Most organizations never admit mistakes and less than 1% practice Service Recovery. Keeping customers is critical to your growth. Gaining a new customer is expensive. When you lose one it is super […]
Call centers serve as the frontline for customer engagement, making Quality Assurance (QA) essential to ensure that every call meets established standards and delivers a positive customer experience. Traditional QA methods often involve time-consuming manual reviews and subjective evaluations, leading to inconsistencies and inefficiencies. Enter Auto QA—an innovative approach that leverages advanced technology to streamline […]
Innovative communication technology can mean the difference between frictionless collaboration and sluggish old-school processes. The rise of unified messaging platforms is driven by the growing need for businesses to consolidate their communication channels – messaging, voice, and video – to create a holistic view of the world. Unifying multiple channels streamlines workflows, boosts […]
Customer service goes beyond responding to queries or concerns. It focuses on making each interaction impactful. Companies today are leveraging a range of technologies to streamline these interactions. This means shorter response times and improved resolution rates. Card scanning solutions not only make these processes more efficient but also significantly boost client satisfaction and loyalty. […]
Provide Support starts the process of prices increase implementation. These adjustments are necessary to continue delivering new and cutting-edge solutions, enabling you to provide exceptional customer service. Provide Support, LLC has been offering live chat software for websites for almost 20 years. Our service is known to be the one of the most reliable on […]
Let me share a stat that will catch you off guard—there were 2,365 cyberattacks in 2023, with 343,338,964 victims. Cyber attacks have become as common as grass in the field. With the rising dangers of financial fraud, data breaches, and unauthorized access, the importance of cybersecurity has never been greater. No wonder more businesses are […]
International Women’s Day is March 8th, a prime time to check in with how far we have come in female CX with buying power, challenges and CX solutions. In the US we are celebrating 100 years of women having the vote. In the course of human history that is a blip. It wasn’t just the […]
On 21 June 2023, I had the privilege of moderating a panel discussion about “Fostering a CX-Based Community” at the 14th #CXTransformation Summit hosted by Phoenix Business Intelligence with ICX Kenya as the local Association Partner. The panel discussion focused on the need to create communities for customers for a better Customer Experience. By establishing a dedicated space where customers can […]
AI is revolutionizing customer service as we know it, and businesses that seize this moment will lead the charge into the future. Let’s put it this way: when we first got into this business in 2011, online customer service wasn’t exactly thrilling. The landscape was a bit stagnant, there was very little energy, and plenty […]
What makes a great customer service story? Legendary customer service stories help employees understand the service culture. They connect at an emotional level to help explain the customer service vision and inspire action. Legendary stories have three characteristics: About your company An example of the vision Authentic Let’s see how the Nordstrom tire story fits. […]
