3 Strategies to Grow Your Business Quickly

June 29, 2022

According to Oberlo, 52% of small companies struggle to find qualified employees to fuel continued growth. This is one of the many difficulties as businesses strive to reach their true potential. When you first launched your business, your main goal was to establish the brand and start growing. ...

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4 Pitfalls to Avoid with Overseas Outsourcing

June 21, 2022

Nearly half (46%) of businesses say outsourcing allows them to access skillsets not available internally. Another 45% view outsourcing as an effective cost-saving strategy. There’s little doubt the right outsourcing partner can help a business cut costs, improve customer experiences, protect...

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5 Metrics that Matter Most in Outsourced Support

June 21, 2022

A 2021 survey, 80% of respondents turned to outsourcing to improve efficiency, business growth, and the chance to work with experts. When it comes to support, outsourcing has been one of the most prevalent trends over the last several years. Companies ranging in size from small startups to major...

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5 Ways that Customer and Employee Experiences Intersect

June 1, 2022

According to a recent IDC survey, 85% of respondents advised that higher staff engagement and enhanced employee experiences (EX) yield a better customer experience (CX). In addition, 62% of participants stated a direct causal relationship between CX and EX within their organizations.

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4 Reasons Why Omnichannel Support Is a Must

June 1, 2022

According to data gathered by Business 2 Community, 90% of consumers want an omnichannel service experience when interacting with companies. Additionally, omnichannel customers typically spend more when compared to single-channel users.

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5 Ways to Empower Chatbots with Business Intelligence

May 24, 2022

The 2021 business intelligence (BI) industry generated approximately $22.8 billion in revenue, according to market insight. The market value for 2022 is estimated to climb to roughly $29.48 billion. This growth is being fueled by surging demand for business intelligence solutions.

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3 Ways to Use Hidden Data for Customer Support

April 25, 2022

According to a 2021 report, 82% of respondents stated their organization is trying to gather more customer data. However, a staggering 61% also say that making sense of this information is a significant pain point.

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5 Ways to Keep Support Agents Happy

April 25, 2022

Many contact centers struggle with high agent attrition rates. Harvard Business Review estimates that agent attrition may reach up to 45% – at least twice the average turnover in other departments. High turnover anywhere hurts the bottom line. It also poses a substantial risk to business continuity...

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3 Ways to Resolve Issues without Escalation

April 25, 2022

Nearly 8 in 10 customers will forgive an organization for making a mistake if they receive excellent support during the resolution process, according to Salesforce. Another 90% say that positive service experiences increase their likelihood of making a repeat purchase.

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The 5 Do's and Dont's of Customer Support

April 8, 2022

Half of consumers will start doing business with one of your competitors after a single bad experience, according to Zendesk. This jumps to 80% after more than one negative experience.

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5 Reasons Support Starts on Your Website

March 29, 2022

Did you know that customers develop a first impression of your website in only 2.6 seconds? Also, 88% of first-time visitors will never return if they have a bad experience.  

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The Good & Bad of Chatbots

February 22, 2022

Approximately two-thirds (69%) of consumers prefer dealing with chatbots when they need customer support services. Chatbots are unique computer programs designed to mimic human conversations. They interact with consumers via instant messaging applications by displaying a series of preset messages...

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Top Support Trends to Watch in 2022

January 5, 2022

As many as 90% of Americans consider customer support quality when deciding whether to do business with a company, according to Microsoft. In addition, attracting new customers is over five times more expensive than retaining existing ones. Providing excellent support starts with hiring and...

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5 Digital Updates for Customer Support Agents

December 22, 2021

Consumer acceptance of bot-driven support is rising with as many as 42% interested in using an augmented-reality service bot to help them with setup and repairs, according to CGS. Because customers are becoming increasingly adept at working with AI technology, and technology is improving, by the...

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3 Reasons Outsourcing Customer Support Gives a Competitive Edge

November 24, 2021

From 2015-2020, the global market for outsourced customer experience services grew from $66.1B to a staggering $82.6B, according to Statista. This increase represents multiple benefits that outsourcing customer support offers across virtually every industry. By outsourcing support, a business not...

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7 Ways to Ensure You’re Ready for Peak Season

October 26, 2021

Holiday sales are projected to grow by at least 7% this upcoming peak season, according to CNBC. The news outlet also noted that shopper disappointment is likely to be a common theme as staffing issues and supply chain-related delays abound. A continuing trend is an increase in online shopping...

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What’s All the Hype about Hyper-Personalization?

September 30, 2021

Up to 75% of consumers are more likely to buy again from a company that knows them from their prior behavior, according to ARK Invest. It's this concept that prompted the strategy of personalizing customer interactions and product offers. Today hyper-personalization takes the same concept and...

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F2P to Paying: Player Analytics Is the Secret to More Spending

September 30, 2021

Up to 75% of total gaming revenue comes from in-game purchases, according to ARK Invest. In contrast, only 20% of gaming revenue originated from in-game purchases in 2010. And looking ahead, a staggering 95% of all global gaming revenue could come from in-game purchases by the year 2025.

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F2P to Paying: Boosting Conversions with Player Support

September 1, 2021

The global mobile gaming market is projected to generate $90.7 billion in consumer spending in 2021, according to Newzoo. Since these games are free to play, you may be wondering how the market became so lucrative. In short, it’s from in-game enticements designed to help players progress past an...

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Is Big Data Dead? Not If You’re in Customer Support

August 18, 2021

Experts predict a 180% increase in the amount of data consumed globally from 2020 to 2025, according to Statista. That’s a growth of 116 zettabytes in five short years. At the same time, there will be an enormous disruption occurring across the customer support industry. Users continue to...

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