Blog

By leveraging digital tools and customer insights, housing associations can build trust, improve engagement, and deliver personalised, high-quality service.

Email customer service may not be new, but it remains popular. In fact, it is the most used digital channel and accounts for 13.7% of all interactions - second only to the telephone.

Providing service in a customer’s preferred language is key to a great experience, that’s why embracing real-time chat translation makes this easier to achieve.

Contact centers have always measured key customer service metrics. However, given the rising importance of customer experience, the metrics used must evolve and change.

Good customer service is vital for business success. This is especially important in the post-purchase stage of the customer journey. But it’s even more important with online retailing, where the customer is more unforgiving.

Every organisation should understand the benefits of IoT in customer service, from improving CX and increasing efficiency.

Mother's Day has the potential to either make or break your reputation with individual customers. If you get customer service right, you will earn people's trust for the long term. However, Mother's Day isn't simple for retailers to get right.

Over the past 20 years customer service strategy and management has transformed. When contact centres were first established, they were treated as a cost centre. That meant the primary strategic aim was to run them as efficiently as possible.

Consumers now have an ever-widening range of channels for interacting with companies. Getting the right balance has to start by understanding your customers. How, why and when do they want to engage with your business?