Teams | Collaboration | Customer Service | Project Management

Customer loyalty comes by respecting and continuously exceeding customer expectations. According to a study published by Rare Consulting, 83% of customers say that their loyalty to a brand is mainly down to the fact that they trust them. The same study also reveals that while price (81%), quality (80%) and convenience (55%) are the key factors in making a purchase, companies and brands that are liked (86%) and trusted (83%) benefit from more loyal customers.

Sales analysis is the process of identifying and processing sales and revenue-related data. Processing this data ultimately allows you to interpret it, which in turn allows your teams to factor any findings in to future sales initiatives and marketing activities. A sales analysis typically includes dashboards and graphs that make it easier to track how sales are developing.

Have you considered streamlining your contacts and optimising the customer experience with the WhatsApp Business chatbot? The feature was released to users of the tool to celebrate the milestone of 5 million companies registered on the app. In this article, you’ll learn how the WhatsApp chatbot works, how to activate it and what it can do to reduce your response time and offer 24/7 support to your customers and prospects.

Ralph van den Borst has been with 3D printing filament company ColorFabb for four years. When he joined, the team were using Outlook to manage their incoming tickets – they had about 240 sub-folders. He’d often hear the team say things like “we’re really busy today” or “today was a bad day” but as a data oriented person, he couldn’t grasp how they were making such statements.

The Cost per Ticket metric (CPT) is the key to unlocking service desk efficiency. Reducing costs and increasing productivity are critical for any help desk that wants to provide excellent customer service. To achieve these goals, they must rely on accurate and meaningful metrics. By measuring the cost of handling a single ticket, service desk managers can identify inefficiencies in their processes and work to improve them.

When it comes to Service Management, ticket routing is a key step to ensure the request falls into the hands of the appropriate team to assess, prioritize, and solve it efficiently. It is common to have difficulties to quickly and correctly route tickets, especially when you have to do it manually. But, as with many ITSM processes, the right software and automation are your best allies to avoid bottlenecks and get the process running smoothly.

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service. However the current economic climate is forcing more companies to make tough decisions regarding where to focus their resources.

Suppose your company still uses an outdated landline communication system. In that case, you can get irritated by its limitations because these networks are costly to operate, difficult to expand, and do not offer an affordable choice in a world where mobility is rising. These are merely a few factors that show the increase in SMBs' decisions to remove their landlines and migrate to VoIP phone systems.

When it comes to spotting a great employee, many business owners feel like they are looking for a needle in the haystack. It can be difficult to identify someone truly exceptional, especially if you don’t have a lot of experience hiring employees. However, there are certain key and sometimes, very subtle qualities that all good employees should have. In this blog post, we will discuss some of those qualities and give you tips on how to find…. and retain them. Keep on reading!

Every project, no matter how big or small, requires a solid foundation of requirements to ensure lasting success. In fact, proper requirement management is often the difference between a project that meets its objectives on time and within budget and one that falls short.