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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4 Pitfalls to Avoid with Overseas Outsourcing

March 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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The Good and 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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