The 12 Best Customer Service Software Platforms for 2023

The 12 Best Customer Service Software Platforms for 2023

Customer service software is crucial to providing your customers with an exceptional customer service experience, which helps to facilitate business success. According to Financeonline, “Customer service of the near future will move towards a direction where humans and computers work together to find solutions to customer issues.” As a result, using technology to improve customer…

How to Align Customer Service Strategy with Business Goals

How to Align Customer Service Strategy with Business Goals

When you strive to align customer service strategy with business goals you end up maximizing Customer Success. Customer success refers to the efforts a company makes to proactively meet customer needs and ensure the longevity and success of its relationship with its client base. Companies that prioritize customer success rely on relationship management to ensure…

A Guide to the Most Important Customer Service Skills

A Guide to the Most Important Customer Service Skills

The ability to provide excellent customer service is one of the most important aspects of any business and something all employees should learn. Some of the most important customer service skills include communication, attention to detail, stress tolerance, empathy, and more.  Support skills are important for many reasons. They can help you build strong relationships,…

How to measure customer service performance

How to measure customer service performance

“I won’t complain. I just won’t come back.” That’s the thought ping-ponging through the minds of unsatisfied customers. Conversely, 9 out of 10 customers would repurchase once impressed by your customer service.  It’s squeaky bum time for customer service departments. With sales and marketing previously claiming all glory for revenue growth, customer service has now…

6 tips for overcoming high ticket volumes in customer service

6 tips for overcoming high ticket volumes in customer service

Customer Service Leaders work in a high pace environment. They need to make quick decisions regarding people, processes, technology, and work cross-functionally with other business units to keep up with anything that may impact service levels. One metric that Customer Service Leaders constantly monitor is ticket volume and even if it might sound like a…

Quit guessing – start asking: Customer feedback closes the perception gap

Quit guessing – start asking: Customer feedback closes the perception gap

Do you know what your customers (really) think about your business? Or do you just think you know? Having a ‘pretty good idea’ or even a ‘solid guess’ is not cutting it. Instead, you should be relying on real intelligence obtained by … wait for it … asking your customers!  Agreed, the solution is simple….

What drivers affect customer service agent (dis)satisfaction?

What drivers affect customer service agent (dis)satisfaction?

Agent satisfaction in customer support is affected by many drivers that are common in many sectors, such as workplace culture, team spirit, and the quality of supervisory work. Surveypal has studied the drivers of well-being at work in customer service organisations among our customers and literature & research revolving around the subject. If you want to learn more…