Prep for Peak Season with These 5 Tips

September 30, 2022

Holiday e-commerce sales are expected to grow by 12.8% to 14.3%, according to Deloitte. Although this reflects an economic slowdown, it will likely result in $260 billion and $264 billion in additional sales for the season. While major retailers will be able to navigate these expected sales trends...

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3 Ways Customer Support Shapes the Digital Journey

September 23, 2022

More than 70% of all customer interactions are digital, according to MuleSoft. This statistic includes purchases, brand interactions, and of course, support-centric exchanges between companies and their customers. With such a large percentage of interactions occurring in the digital realm, it’s...

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CSAT or DSAT: Which Is More Important?

September 7, 2022

A staggering 86% of customers will ditch a brand after having just two bad experiences, according to Business Wire. This reality is one of the countless statistics that make a case for measuring customer feedback. While virtually everyone agrees that monitoring customer perceptions is essential, it...

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5 Steps to Increase Customer Lifetime Value

August 22, 2022

Did you know that customers making a subsequent purchase spend 67% more on average than first-time buyers? Even if this is news to you, you undoubtedly already understand the value of retaining a customer as long as possible. Not only is it cheaper to retain existing customers than to attract new...

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3 Reasons Small Companies Need Business Intelligence

August 8, 2022

The worldwide business intelligence (BI) market will have an estimated value of more than $33.3 billion by 2025. This growth is relatively rapid because businesses across many sectors realize that business intelligence technologies are crucial to long-term success. Despite the widespread adoption...

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3 Reasons to Measure Customer Satisfaction

August 5, 2022

When a customer receives great service, nearly four out of five (78%) will do business with you again even following a mistake. But how do you know what customers think of their support experiences? Unless you’re measuring customer satisfaction (CSAT), you won’t. Most businesses know the value of...

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5 Ways to Build Out Your Customer Support Team

July 22, 2022

Three in four customers (75%) prefer to interact with human customer support staff instead of automation software, according to Oberlo. Accommodating this customer preference requires you to maintain a skilled customer service team plus self-serve software where it makes sense.

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3 Strategies to Grow Your Business Quickly

June 29, 2022

According to Oberlo, 52% of small companies struggle to find qualified employees to fuel continued growth. This is one of the many difficulties as businesses strive to reach their true potential. When you first launched your business, your main goal was to establish the brand and start growing. ...

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4 Pitfalls to Avoid with Overseas Outsourcing

June 21, 2022

Nearly half (46%) of businesses say outsourcing allows them to access skillsets not available internally. Another 45% view outsourcing as an effective cost-saving strategy. There’s little doubt the right outsourcing partner can help a business cut costs, improve customer experiences, protect profit...

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5 Metrics that Matter Most in Outsourced Support

June 21, 2022

A 2021 survey, 80% of respondents turned to outsourcing to improve efficiency, business growth, and the chance to work with experts. When it comes to support, outsourcing has been one of the most prevalent trends over the last several years. Companies ranging in size from small startups to major...

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5 Ways that Customer and Employee Experiences Intersect

June 1, 2022

According to a recent IDC survey, 85% of respondents advised that higher staff engagement and enhanced employee experiences (EX) yield a better customer experience (CX). In addition, 62% of participants stated a direct causal relationship between CX and EX within their organizations.

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4 Reasons Why Omnichannel Support Is a Must

June 1, 2022

According to data gathered by Business 2 Community, 90% of consumers want an omnichannel service experience when interacting with companies. Additionally, omnichannel customers typically spend more when compared to single-channel users.

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5 Ways to Empower Chatbots with Business Intelligence

May 24, 2022

The 2021 business intelligence (BI) industry generated approximately $22.8 billion in revenue, according to market insight. The market value for 2022 is estimated to climb to roughly $29.48 billion. This growth is being fueled by surging demand for business intelligence solutions.

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3 Ways to Use Hidden Data for Customer Support

April 25, 2022

According to a 2021 report, 82% of respondents stated their organization is trying to gather more customer data. However, a staggering 61% also say that making sense of this information is a significant pain point.

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5 Ways to Keep Support Agents Happy

April 25, 2022

Many contact centers struggle with high agent attrition rates. Harvard Business Review estimates that agent attrition may reach up to 45% – at least twice the average turnover in other departments. High turnover anywhere hurts the bottom line. It also poses a substantial risk to business continuity...

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3 Ways to Resolve Issues without Escalation

April 25, 2022

Nearly 8 in 10 customers will forgive an organization for making a mistake if they receive excellent support during the resolution process, according to Salesforce. Another 90% say that positive service experiences increase their likelihood of making a repeat purchase.

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The 5 Do's and Dont's of Customer Support

April 8, 2022

Half of consumers will start doing business with one of your competitors after a single bad experience, according to Zendesk. This jumps to 80% after more than one negative experience.

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5 Reasons Support Starts on Your Website

March 29, 2022

Did you know that customers develop a first impression of your website in only 2.6 seconds? Also, 88% of first-time visitors will never return if they have a bad experience.

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The Good & Bad of Chatbots

February 22, 2022

Approximately two-thirds (69%) of consumers prefer dealing with chatbots when they need customer support services. Chatbots are unique computer programs designed to mimic human conversations. They interact with consumers via instant messaging applications by displaying a series of preset messages...

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Top Support Trends to Watch in 2022

January 5, 2022

As many as 90% of Americans consider customer support quality when deciding whether to do business with a company, according to Microsoft. In addition, attracting new customers is over five times more expensive than retaining existing ones. Providing excellent support starts with hiring and...

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