Teams | Collaboration | Customer Service | Project Management

Helpdesk

Four Ways Chatbots Save Time for Your Support Team

If you’re a business that wants to up your customer experience strategy through AI, chatbots are definitely the answer you’re searching for. As customers’ expectations continue to evolve and the need for speed grows, chatbots pave way for quick-fix answers to customer queries. The more questions you receive from customers, the more cost-effective of a solution chatbots can be for your company.

How a Retailer Uses OneDesk to manage their Operations

The retail model is perhaps one of the most commonly adopted business models in existence. From small Mom-and-Pop outlets to the multinational retail chain, each of these businesses must manage their operations well enough to stay in business, and that is often not as easy. Store owners and managers have so much on their plates ranging from chunks of inventory management tasks to bits of customer support issues.

Are You Taking a Data-driven Approach to Managing Customer Support?

There’s no way around it – in the modern business world, companies need data from all areas of their business to keep up. One industry that hasn’t typically been at the forefront of the data revolution is customer support. However, with many businesses now realizing that support isn’t always a cost center (and can sometimes even pay for itself) the demand for actionable data has been on the rise.

Creating Motivating KPIs That are Meaningful to Your Support Team

Goal setting is a crucial activity for any successful team, and many today are leveraging Key Performance Indicators (KPIs) as part of the process. Before jumping on the bandwagon, keep in mind that when done poorly, KPIs can do more harm than good. Managers can become mired in numbers that don’t matter. Individuals can be incentivized to focus on things that undermine long-term success. And amidst all the noise, teams can lose sight of their real goals.

How to Improve Customer Relationships with a Virtual Receptionist

Research by American Express suggests that consumers are willing to spend 17% more on a company that has outstanding customer service. It’s no secret: first-rate customer service is the key to business success. But to excel, businesses should have a customer care plan and ensure that stakeholders have a positive experience at every touchpoint.

The Blueprint to Scale Your Customer Support Operations

Seeing a business grow in front of your eyes is exciting. You’ve got a product or service people love, and you’re getting new customers all the time. However, with this excitement often comes growing pains. Five customer support agents may no longer be enough, and it’s time to expand the team to double digits to meet the demand of tickets and phone calls.

How To Improve Customer Experience With Data

Your customers expect you to understand what they want. Not only this, they expect you to know when they want and how they want it. Today, the modern company has no reason for not being able to deliver on these demands. The reason? Data. Data is everywhere, and businesses are well placed to utilize this to improve the customer experience and smash their KPIs. Over 40% of marketers plan to expand their data-driven budgets, and that’s why it’s essential to adopt a data-driven strategy.

Why Is It Important for Your Customer Support Agents to be Happy

It’s well known that if someone is an excellent fit for a support role, they are empathetic and kind to those around them. As empathetic people, support employees tend to take on the emotions of all of the customers1 that they talk to. Not only that, but as people trained in detecting and responding effectively to emotions, support people may even be prone to their own feelings being deeper and more intensified2.