Over the last few years, there has been a lot of buzz around the term “omnichannel”. So much so that you will hear almost every business make big claims that they offer “omnichannel customer experience”. But as fancy as it might sound, what does omnichannel really mean? And how is it any different from multichannel?...

Are you burning thousands of dollars in advertising your products to prospects? Are your marketing efforts falling face first?   Well, it’s time to make a big ‘U-turn’ and focus on your existing customers through customer retention strategies.  Retaining current customers is more cost-effective than acquiring new ones, as it requires less marketing and sales effort....

They say all good things in life are free. But then, why are the best customer service tools so expensive?  Well, they don’t always have to be. Some powerful yet free customer service software options are available on the market that can get your team up and running for zero dollars.  Whether you’re a small...

Suppose you’re neck-deep in using a new product, and suddenly, there’s a roadblock – a confusing error message, a missing feature, or something that doesn’t work quite how you expected.  That’s where customer support swoops in. But what exactly is customer support, and why is it such a crucial part of any business?  For years,...

From a small startup owner to a Silicon Valley tycoon, almost every entrepreneur is talking about customer satisfaction. But is it just another buzzword?  Customer satisfaction is more than that. It’s the cornerstone of business success. In fact, you will be surprised to learn that customers with excellent experiences spend around 140% more.  This guide...

Gone are the days of long wait times or endless email threads with support representatives.  Instead, companies are leveraging cutting-edge technology, such as artificial intelligence (AI), help desk software, chatbots, and self-service portals to implement automated customer service and provide 24/7 assistance to customers. Afraid you will miss the ride to the future of customer...

Imagine you’re a customer who just received a defective product or a wrong order. You’re angry and disappointed and want to vent your frustration at the company.  But instead of getting a delayed response, you’re greeted by a friendly representative who listens to your problem, apologizes sincerely, and offers a quick and satisfactory solution. How...

Every customer is different — while one may wish to raise a complaint via email, another would prefer an instant solution via live chat.  Amidst such chaos, omnichannel customer support software proved to be a silver bullet for my support team, helping us seamlessly bring conversations from multiple channels into one place.  In this blog,...

At the heart of exceptional customer service lies a timeless quality — empathy.  Understanding and sharing your customers’ emotions can transform routine transactions into meaningful relationships. But how do you imbibe empathy in your team?  Empathy exercises for customer service can be a valuable way to enhance team members’ ability to understand and connect with...