Research finds web best channel for retail customer service. Despite significant investment in digital channels, UK retailers are still only answering just over half (55%) of routine customer questions asked via the email, Twitter and web channels. According to the 2015 Eptica Multichannel Customer Experience Study email performance has worsened considerably in retail since 2014, [...]

Using Games to Create a Better Customer Experience

Read about the latest trend of customer service “gamification”.

Instilling a Customer Service Culture

Creating a culture of service within your organization is vital..

How To Analyze Customer Feedback

Customer feedback is the one thing that gives a business a clearer view of how it is doing. Learn how to analyze customer feedback in this article.

In the City of Fort Collins, the Recreation department has recognized that customer service is a top priority. The City of Fort Collins Recreation department has announced that it is on a mission “to provide world-class recreation services that inspire living healthy and engaged lives”. It says that is committed to improving all aspects of [...]

What Type of Complainer Are You?

TV Documentary Sheds Light on Nightmare Customers.

Poor Customer Support Can Actually Kill Sales

New Freshdesk survey shows 75% of respondents have personally ended relationships with a company due to poor customer support.

How Do Customers Want to Contact You?

It now seems that the preferred channel for customer service is email – the landline phone has seen a huge 53% decrease in popularity.

Should I Fire the Customer?

Is it ever appropriate for a business to “fire” a customer?

Focus on the Customer, Not the Money

Striving to take your business to the next level of success? Perhaps it’s time to refocus. Stop worrying so much about the sale, and just take care of the customer.

Is Web Chat Becoming the Customer Channel of Choice?

According to research by BT, ‘web chat is climbing the ladder of customer channel preference’ and rapidly contributing to customer satisfaction, employee productivity and cost-reduction for contact center operators.

The Value of Customer Loyalty

Customer acquisition and development is a costly business. In this article we look at the true value of customer loyalty.

How to Handle Client Complaints

“The Customer is Always Right” was once a standard policy . In these difficult times, can we turn back the clock?

CORGI HomePlan’s Helping Hand to Beat Winter Freeze

New resources unveiled to help customers this winter.

Kent based car insurance company wins place in all four categories. Chaucer Direct has secured a place at the Top 50 Companies for Customer Service awards. The Kent based car insurance company won a place in all four categories: phone, e-mail, social media and online chat. Chaucer Direct is one of only 5 companies in [...]

Customer Service Phone Tips

Making a good impression on the telephone phone is not that difficult. Here are 7 customer service phone tips to help you succeed.

DŵrCymru Welsh Water – Customer Service Case Study

Genesys provides the contact centre and customer service technology to help DŵrCymru Welsh Water become the best water company in the UK.

Providing “C” Level Service Is Easy

Creating “C” Level Customer Service is knowing what the “C”s are and what each means to the Customer.

8 Tips for Fantastic First Impressions

Here are some tips on how to make a great first impression with your customers. Having spent three months searching for a company that could actually deliver on the product I was searching for, I finally secured an interview with the account manager of a large international company. On the day of the meeting, I [...]