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Do you still remember that Comcast service call that went viral in 2014? The incident was such a nightmare. Media outlets called it hellish, condescending, and terrorizing. Of course, that's the last thing you would want for your company but even your best employees could flub an important call. You see, employees handling inbound calls need [...]

The quality of customer service has become increasingly bad over the past several years, but very few companies can actually afford to neglect it. Poor customer service costs brands money. Scare off a few loyal customers and you could be in for a bumpy ride down. As much as $83 billion in lost business is attributed [...]

When given the choice between 4 types of customer service interactions the results from Forrester data were eye-opening. The choices were a virtual agent, web self-service, online chat, and voice assistance. Of the 7,000+ customers surveyed 69% found the highest satisfaction when assisted by a live agent. That's quite significant. And a big reason why service-oriented [...]

Imagine the frustration of dealing with a company that just doesn't care about you as a customer. We have probably all experienced poor customer service at least once. Poor customer service rarely leads to repeat customers. In fact, 54% of millennials say that have stopped doing business with a company due to bad customer service. If [...]

Understanding the art of delivering exceptional customer service is crucial for any business aiming to thrive in today's competitive landscape. Companies often expend significant resources in enhancing product development and operational efficiencies. However, a pivotal Harvard Business Review study revealed that customer satisfaction significantly declines due to ineffective customer service strategies rather than the [...]

Have you ever called a company only to hear someone on the other end that was rude or did not thank you for your call? Even though our society uses phones for more purposes than ever before, actually talking on the phone is becoming less common. For a company, that could mean that you [...]

We all have that one example of terrible customer service. 79% of consumers say they need a brand to understand them before they'll engage. Your customers don't want you to treat them like data on a spreadsheet. They want you to treat them like people. Get it right, and the rewards are huge. Below, we've [...]

Customers can be demanding, but keeping them happy is crucial to your business.It's not always possible to provide them with everything that they want, but needs should be filled and wants also, wherever possible.Customer satisfaction should be a key priority as it helps you retain the customers you already have, and keeps new ones coming [...]

Did you know that 80% of callers who are sent to voicemail won't leave a message? If your business still uses voicemail for some reason, you may have noticed that your customers don't like to use it as often as they used to. That's because it's an endangered species of technology, and very soon it will [...]

Did you know that up to 75 percent of customers expect consistent and reliable customer service when engaging with your brand? As a business owner, you need to understand that customer experiences define your brand and every other aspect of your business. Today, the path to winning customers is no longer just the product or [...]