Phones and the internet have made almost every piece of information available to customers at their fingertips. Customers can always find an apparent solution using the right communication channel. The speed of the solution is based on the complexity and urgency of questions.
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So, you worked your way up the ladder. You got promoted to the customer service manager position, and now you’re all set to manage a high-performing team. You might assume your job would get more accessible now since managing a team does not seem like a task. But you’re only looking at it superficially. Managing a team that manages an infinite number of your customers comes with a set of challenges.
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Everyone knows that help desk software empowers agents with a wide range of collaborative features. Studies have shown that as much as 88% expect a response within an hour. Hence, help desk software is essential for businesses now more than ever. Eventually, the goal of every business is to keep the customer satisfied so that they won’t leave.
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Lately, technology has condensed, reduced, and minimized the overall customer support time, be it a resolution, acknowledgment, or response. So much so that:
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The amount of data that companies across the world generate daily is mind-blowing. Every single day, quintillion (containing 18 zeroes) bytes of data is generated. It includes everything from customer feedback to call recordings to customer data. It also includes modern-day customer support departments. Customer support teams can be seen as data factories that pump out information at a breakneck pace. The data at hand is gigantic.
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With the rapidly growing technology, IT support services are at the brink of significant evolution. As per a survey by Research and Markets, the IT industry is slated to grow at a compound annual growth rate (CAGR) of 14% between 2016 and 2021.
Organizations today have a wide range of tools as part of their IT infrastructure. It includes a combination of third-party applications, security services, databases, and so on. When you have multiple tools to manage at once, the systems might become a ...
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Customer support is a pillar of a great customer experience. Companies that can grasp customers’ correct pain points at the correct time (before these pain points become a trend) thrive! The performance of support teams entirely depends on how agile the company is.What does customer support look like in 2021?In 2021 customer expectations are higher than ever. For customer support teams, there’s little room for errors. Companies who’ve invested in the latest tools and strategies are thrivin...
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Globalization has primarily affected the manufacturing industry across the world. The new market trends and cheaper operational options have been changing the existing benchmarks of the manufacturing industry. As the internet has become a necessary source of information and mode of communication, suppliers and buyers can now connect across the world and close deals.
Along with this, the conventional flow of technical support in the manufacturing industry also needs reforms. Besides, nowadays, c...
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