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One of the greatest abilities of video marketing is its ability to reduce support queries. You will find that through the use of effective videos you will not only be able to resolve your customer problems, but also save time and increase customer satisfaction. Read More

It costs 10x more to get sign new customer than to attract a repeat one. Here are 3 tips you can use to attract repeat customers and improve sales and profit. Read More

There's lots of different ways to measure customer satisfaction, especially as surveys are becoming more and more popular. Net Promoter Score might sound bogging, but it's actually quite easy, and this is how to do it and why it matters. Read More

Understand the Psychology of Customer Service. Here are some of the things to be learned by studying the human mind, behaviour, and its functions Read More

What does it really take to deliver great customer service?

If you’re aiming to create memorable customer experiences and impress your clientele, your business strategies must be anchored on sound principles. Here are the five myths about customer service that you should immediately avoid. Read More

For sure, you’ve heard about customer journey mapping, but what about agent journey mapping?

The agent’s journey refers to the series of processes or steps that employees go through when delivering customer service or performing other tasks. It’s an area that’s often overlooked when companies as Read More

Remember back in the day when we referred to people who worked with existing customers as “account managers?” Now, that’s an outmoded concept. The customer-centric era has shifted the paradigm from the stagnant, less personalized role of handling “an account” to the highly personal and goal-driven Read More

If you’re not training your newly promoted team leaders, you may just be setting them up to fail.

Staff and project management—which is the primary role of leaders—is a massively challenging task. It’s thus not surprising that many professionals, even those handpicked for this task, underperform Read More

A flawless customer experience throughout the entire customer journey involves guidance and support.

Users need to be exposed to specific information but also need to feel in control of their decisions and want to be able to easily access help if they need additional information or if something Read More