Customer Support Archive

10 Things Your Customer Support Team Should Never Say

“Customer service, this is Kelly. Oh my God, I’m so sorry. That is so messed up. Everyone here is so upset; you have no idea. Rest assured, your voice has been heard. OK, I’ll be thinking about you all day.” On the sitcom “The Office,” this is the line that customer service representative Kelly Kapoor says to each and every customer that calls her line …

Three Things Solving Crimes and Predictive Customer Support Have in Common

If you think about it, there are many similarities between crime occurrences and support incidences. You might feel like this is a strange comparison, but from a data perspective, they’re not so different. Both occur at a certain time and place and require an authority figure to attend to the situation. This could be the police or a customer support agent, respectively. You are at …

How To Provide Great Customer Service During the Holidays

I remember distinctly one year where my mother received a new Macbook for Christmas. While she was excited to have a new computer, she couldn’t figure out the best way to transfer files from her old PC to her new Mac. So on Christmas Day—Christmas morning, to be exact—she called into Apple’s support line to help her get up and running on her brand new …

What You Need to Know About Telecom Customer Experience

If your business is looking for a competitive advantage, customer experience and customer loyalty will give you it. Customer loyalty drives growth and profitability. According to the Customer 2020 report, in the coming years, customer experience will only continue to grow in importance for businesses. The European telecom industry is growing increasingly competitive, and one of the things that will differentiate companies from each other …

Telcos With Innovative Customer Service

Take note. Innovative customer service is not just about making your business more prosperous, it’s about making customers’ lives easier. The old customer service style of depending solely on call centers and in-person appointments is rapidly fading, as multi-channel customer service grows in popularity. It’s a great time for companies to use creative and innovative ways to help solve their customer’s problems, prevent those problems, …

These Customer Service Stories Will Make You Cry

Beyond answering questions about product or services, providing customer service and creating a great customer experience often means connecting to customers on a human level. Customer service representatives who solved customer problems from a place of compassion are what make the following stories that much more touching. Target and the Tie What this Target team member did for a boy who walked into the Target …

5 Characteristics a Service Call Agent Should Have

When hiring, recruiters often look at the experience and skills listed on a resume. But what if the most important traits a customer service agent should have cannot be found on paper, only in person? Companies should hire service agents based on personality traits rather than technical skills. Why? Because technical skills can be –and should be—taught during training, but after you’ve made a hire …

These Funny Customer Service Stories Will Make You Laugh

Customer service representatives are on the frontlines of a brand’s interactions with customers. Often times they have the power to make or break a customer’s relationship with a business, inspiring either customer loyalty or customer frustration. The best customer service reps provide service with a smile, not only on their faces, but they know how to put a smile on customers’ faces too. Here are some …

How to Use Big Data to Improve Customer Service

We’ve all been there before. You call customer service or log on to live chat support, and you’re told that there’s a 10-minute to two-hour wait before you’ll get a live person. Once you’re connected to a live person, they may not immediately know how to help, and must research your case history and problem. After all of the research, if they’re still not the …

How Apple Watch Can Improve Customer Service

Let’s say you’re walking through the mall, and spot an amazing pair of leather shoes in a storefront window. You head into the store, pick up the shoe, and tell the sales associate you’d like to try the pair on. The sales associate takes the shoe back to the stock room, while you wait eagerly to try on your new pair of shoes. What if …