Bigblue (Support) is a fulfilment solution for e-commerce brands. Hundreds of brands leverage their warehouse network in Europe to scale their operations effortlessly and build a delivery experience that boosts sales. With the Bigblue App for Zendesk Support, you can display Bigblue data directly in your Zendesk sidebar, automatically create alerts for delivery issues while proactively solving them, and easily escalate an issue to Bigblue for carrier delays or lost parcels.

Customers today seek speed – speedy access to services, and in a timely fashion. This extends to customer service in the telecommunications (telecom) industry, as many rely heavily on mobile devices and networks in an era of remote work and social connections. With advances in technology, lightning-fast connectivity is already here, or well within reach.

Globally, the cost of living is skyrocketing – in the US, inflation hovers near a 40-year high, topping Americans’ concerns for the country, while Canada’s official inflation rate rose at a 6.8% annual pace this past April, a new 31-year high. Prices for everyday necessities – food, shelter and gas – are on the rise, as the COVID-19 pandemic is driving up the costs of raw materials and impacting global supply chains.

Customer support vs customer success – two terms that have been seen as the same function in some companies, while also operating as completely separate groups within others. While customer support is key to solving customer problems and producing great experiences, customer success is responsible for empowering customers, keeping them happy on your platform/ through your services, and bringing them back for more.

The results are in. Customer service is a major driver of a company’s sales and revenue potential. About 70% of a customer’s journey is based on how well they’re being treated. If you're running a growing company, you can't afford to continue utilizing manual customer relations like speaking on the phone or through a chat portal. With customer service management, you can invigorate the growth of your company by improving the way your customers interact with you.

As Kelly Uhlrich, Vice President and General Manager of CX company Humach, explains, “the proper focus and investment of time and budget requires a more strategic approach. It’s not a marketing problem or a technology initiative.” Authentic customer-focused culture is far more exhaustive than just researching your customer experience or observing a segment of your market.

Customer service has grown to become a critical function across industries including airlines, software companies, retail, and even real estate companies. Because of this, a career in customer service is growing in popularity, while companies and individual employers continue to struggle with scaling their support teams as their business grows.

The value of exceptional customer service is undeniable. People will stay loyal to companies that provide incredible customer service. If you’re running a growing organization, the first thing that needs to be evaluated is your customer service model. This is where customer service management (CSM) platforms come into play. These helpful solutions allow companies to use workflows to streamline operations, improve customer satisfaction, and boost brand loyalty.

Customer service is notoriously a waiting game. This has been more rampant in recent years, with a stretched labor pool and staff shortages across numerous industries. Canada’s federal government has warned of long wait times for passports, due to the surge in the number of applications since COVID-19 border measures were relaxed (the number of Canadians applying for passports is 40 times higher than it was pre-pandemic).

Human brains are wired to process images 60,000 times faster than text. The age-old adage that “a picture is worth a thousand words” is apparently severely undershooting it. Not only that, but an image has the ability to instantly traverse cultural and lingual barriers. Heard of the painting The Starry Night by Vincent van Gogh?

It’s time to talk travel. This fondly remembered hobby is now on the minds of many, after being pent up due to COVID-19 restrictions. Demand for flights is soaring – Delta Air Lines CEO Ed Bastian reported that March 2022 had been the carrier’s best month for sales in its history, while the four major U.S. airlines (American Airlines, Delta, Southwest and United) are planning summer schedules that are 4% to 20% larger than one year ago.

When you have access to customer data for every stage in the buyer journey, you are able to manage your customer lifecycle better. Therefore, it is important for you to understand the key difference between the buyer journey and the customer lifecycle, so that you can cater to your customer pain points and deliver a positive customer experience every single time.

Imagine visiting a particular restaurant once a month. One fine day, you are denied entry despite having made a reservation. The staff informs you that the restaurant is booked out and they are unable to find your reservation. This experience is likely to change your perception of this place and you might reconsider your next visit. But as you make your way out, the manager walks up to you and offers you their best table.

When a customer reaches out to your company with a question or problem, they expect immediate attention and prompt responses. In an ideal world, you’d be able to respond to each of them immediately. However, it’s not possible to meet customer expectations every single time. This means that for many customer support teams, there’s almost always a queue full of customer requests waiting to be attended to. So as soon as an agent finishes helping one customer, they move on to another.

Companies set up knowledge bases to help customers find answers to their queries faster. However, not all help centers have the desired outcome of providing effortless resolutions to customers. In fact, they end up leaving users more confused and frustrated after accessing a poorly-designed knowledge base. If you’re building your first help center or looking to improve your existing self-service experience, you’re in the right place.

A call management software handles and optimizes your customer calls. With the help of call management software, customer service managers can listen to recorded calls and provide feedback to agents on improving their performance.

What can be more important than patient satisfaction? Patient health naturally, but patient satisfaction isn’t all that far behind. For essentially any healthcare organization, patient satisfaction is the backbone of success, yet all too often it’s left on the backburner. There’s really only one way to improve the happiness and satisfaction of patients – a better experience. But what ultimately entails an ideal patient experience?

It’s a no-brainer that customers are the fuel that keeps a business going. The success of a business hugely depends on how many customers you can bring in and at what cost. Here’s where customer acquisition and customer acquisition strategies come into play and influence how a business successfully gains new customers.

An increasingly urgent challenge facing the healthcare industry is the shortage of skilled healthcare professionals. This is due to the general population getting older, an increase in chronic diseases, the impact of the pandemic and an ageing healthcare workforce. Compounding these trends is a work environment where siloed information, disconnected workflows and excessive paperwork can lead to frustrating experiences for employees and patients.

Does absence really make the heart grow fonder? For many travelers, anticipation and enthusiasm are high, and, for hospitality companies, the pressure to deliver an excellent customer experience is on. In fact, a recent survey found that 68% of Americans agree that they have a greater appreciation for travel because of experiences missed during the pandemic.

Many of us have experience interacting with customer support agents in various contexts, from streaming service subscriptions and car rental bookings, to online clothing purchases. For businesses worldwide, offering timely support across multiple channels and touchpoints is critical in today’s highly competitive and digital-first world.

The field of healthcare is changing dramatically, revisiting age-old concepts of how and where care can be delivered, as evident with the rise of telemedicine, online pharmacies, healthcare startups and other digital tools. Yet it is also an area in which a delicate dance is necessary, one that involves an adequate balance of technology and human interaction, as maintaining a human connection that is authentic as well as empathetic is critical.

As the name suggests, CRM systems manage the relationships that businesses have with customers. From the first touchpoint to the last purchase, a CRM system will monitor, track and analyse each customer’s interaction.