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…

How to deliver superior live chat support

How to deliver superior live chat support

Best-practices and future predictions Customer experience is a tough game. What you do or don’t do, affects it. However, it is also an opportunity to stand out. More and more companies are investing in customer support which is one of the most important environments where you can impact what your customers think of your brand, products, and service. Why bother with live chat support? Research shows that one bad experience…

The Promoter Booster: How to get your NPS® promoters to give you more

The Promoter Booster: How to get your NPS® promoters to give you more

Let’s say one of your customer care agents just delivered excellent service to an end customer and gets a raving review on a post-interaction customer NPS survey.   “That one’s in the bag; who’s next in line?” the agent exclaims with joy! What happens next with your end customer? You can only hope they spread the word of their great service experience to friends and family.   What if you…