Every brand makes mistakes sometimes, and interactions can be tricky for the customer service team when customers are feeling frustrated, but it’s the team’s job to turn this around....
Read MoreEvery brand makes mistakes sometimes, and interactions can be tricky for the customer service team when customers are feeling frustrated, but it’s the team’s job to turn this around....
Read MoreA frustrated customer is frustrated for a reason, and it’s your job to help turn their negative experience in to a positive one. As we move in to...
Read MoreMultilingual customer support is important. Your customers expect to be able to talk to your Customer Service Team whenever they need them- no matter where in the World they...
Read MoreAs a customer contact provider with many years’ experience, our partners look to us for advice on the contact methods they should be utilising. One we often get asked...
Read MoreAlthough it may sound obvious, many brands focus on the negative reviews and fail to follow-up on the positive ones. Both need to be responded to, but for different...
Read MoreWith 79% of consumers citing live chat as their preferred customer service contact method, the medium is only increasing in popularity. So, why is live chat important and how...
Read MoreCustomer service, and exceptional customer service at that, is no longer appreciated; it’s expected. As such, brands are needing to go that little bit farther to really ‘wow’ their...
Read MoreTime after time the importance of customer service and the customer experience has been proven to be at the top of the list when it comes to both attracting...
Read MoreWe all know that experience and the level of service is now high on the customer’s agenda, heavily influencing buying behaviours. Customers no longer compare your service against just...
Read MoreCustomer service is a key differentiator for consumers when deciding which brands to spend their hard-earned cash with. Your customer support teams and their professionalism is critical to success...
Read MoreCustomer contact methods aren’t one-size-fits-all. It’s important for brands to understand their demographics and to cater their experience to those who use that particular channel the most. For example,...
Read MoreIn a survey from RightNow, it was found that 86% of consumers are willing to pay up to 25% more for a better customer experience. Customers have made it...
Read MoreThe customer experience is everything; it’s what sets you apart from your competitors. But how can you work to improve your customer experience if you don’t know what your...
Read MoreIn a competitive, connected world, it’s important to stay ahead of the curve and up-to-date with industry news and information, and working time in to your day or week...
Read MoreDespite times being challenging for business, customers are still looking for the best possible levels of experience and so brands need to commit to providing fantastic customer service if...
Read MoreFinding the balance between AI solutions and human customer service can be a fine line to toe. Yes, these solutions can be helpful to enhance the customer experience (for...
Read MoreNow more than ever, with the prevalence of e-commerce and 24/7 online service, customers want connecting with customer service representatives with ease, whenever they need, quickly and efficiently- and...
Read MoreCustomer experience is just as important as product or service for any brand. As a consumer, if you think of the last time you interacted with a company, you’ll...
Read MoreAcross the past year, businesses worldwide have been struggling with the effects of COVID-19. During times of crisis, it’s especially important to be transparent when it comes to communicating...
Read MoreDo you have a plan for managing customer interactions during an outage? Outage and periods of down-time come in all shapes and sizes, and despite all of your planning,...
Read MoreWhen a brand’s Customer Service Team utilise a number of contact mediums, it’s known as multi-channel customer service/support. Multi-channel support offers a more personalised service, so that the needs...
Read MoreIn this ever-connected and vocal world, social media customer service is no longer a nice-to-have; it’s a necessity. Your competition have a social media presence, and why? Simply because...
Read MoreWe’ve talked about which phrases to avoid, but what about the ones you should be using? The language you choose to use when speaking to a customer makes a...
Read MoreThe world of customer service is constantly moving and evolving, but there are standards and pillars of success that remain the same. Here are the 6 things you may...
Read MoreThis week, we came across a definition for customer service: “The assistance and advice provided by a company to those people who buy or use its products or services.”...
Read MoreLoyal customers are the back-bone of every business. Sure, bringing in new customers is important, but by retaining customers you can expect a lot…. With a 5% increase in...
Read MoreWe’re continuing our ‘Meet the Team’ feature with The Contact Company’s Recruitment & Vetting Coordinator, Gráinne Corden… I joined The Contact Company in August 2017, on a large retail...
Read MoreWhether you’re an employee looking to get the most out of your working environment, or an employer looking for ways to help your staff feel content and engaged, here...
Read MoreWe’re kicking off our ‘Meet the Team’ feature with The Contact Company’s Audit, Risk and Compliance Coordinator, Leon Lonsdale… I started at The Contact Company in January 2015,...
Read MoreCustomer service requirements are unique to every business. For some companies, the goal may simply be to provide enough Customer Service Advisors to meet the high-demand and frequency of...
Read MoreTalking over the phone is a real skill. Without speaking to an individual face-to-face, it’s easy for your message to become lost in translation. Facial expressions and gestures aid...
Read MoreAlthough the use of social media and live chat are on the up, email customer service still remains a firm favourite with customers reaching for their laptops, phones and...
Read MoreYour customers expect (and deserve) more than just ‘good’ customer service. If you want to keep up with the competition, you need to offer your customers an exceptional experience-...
Read MoreYou know what they always say: “the customer knows best”! So, why is customer feedback so important and what’s the best way to get it? Feedback from customers offers...
Read MoreCreate a Separation between Marketing and Help It’s always best to create separate accounts for marketing and customer service/“help”. Every business in the world will receive complaints or experience...
Read MoreCustomer service can make or break any business, but how do we deliver the top-notch customer service we strive for? The key is the people! Your Customer Service Team...
Read MoreLive chat can be a vital method of customer support in the vast world of online shopping. No matter how user-friendly you aim to make your customers’ online shopping...
Read MoreFirst Contact Resolution (FCR) is simple: the lower the amount of interactions your customer faces to get their query sorted, the better. Lower amounts of customer interactions equal lower...
Read MoreWanting to outsource your customer service, but unsure of the lingo? Take a look at our A-Z of Customer Contact jargon… ACW (After Contact Work) Work completed by...
Read MoreWe’ve all been there: we’re stuck without our delivery/ the tickets for that special event haven’t arrived/ our takeaway is well past its delivery time/ the fridge is on...
Read MoreBeing a good listener allows you to see the world through the eyes of others and to understand their feelings. This is especially important in the world of customer...
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