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Customer Feedback

How To Use Customer Feedback To Improve Your Tech Support

Are you proactive when it comes to gathering customer feedback? Smart managers are. Customer feedback is the key to improving tech support—or any other service. More importantly, it’s the key to creating epic customer experiences. Every year businesses spend millions gathering feedback. And yet most of these companies don’t do anything with it. Take a look at statistics from a Gartner survey: 95% of companies surveyed collected customer feedback 10% used the feedback to improve customer service 5% tell customers what they’re doing in response to feedback Customer feedback is too valuable to squander. Surviving In A Tough Economy In today’s tough economy providing improved customer service isn’t enough. You must provide epic customer experiences if you want to grow […]

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standards

How Does Your Company Compare To Common Support Standards?

Your call center is the “window” to your businesses. The call center remains the key way customers contact businesses — even with the Internet’s explosive growth. It’s also a key to determining how your customers perceive you and your brand. Obviously, your call center’s performance is critical. But how do you judge call center performance? One popular & proven way is to compare what your center does to industry standards or benchmarks. The information gleaned from this exercise is priceless. It can help you transform your call center into a powerful revenue driver. Use the seven indicators below to help gauge your call center’s performance. Keep in mind that 15% of customers who don’t get their inquiries answered or problems […]

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Unfriendly Customer Support

75% Of Customers Leave A Company After Dealing With Unfriendly Customer Support

Customer Support is all about meeting customer expectations. When you meet them, customers are happy. When don’t, they’re not happy – and they’re not afraid to tell others about it. Nearly 13% of unsatisfied customers tell more than 20 people about a bad experience with a business. This can cost you big time. Poor customer service costs businesses more than $338 billion annually according to a Global Genesys survey. Single Most Important Factor The most important factor influencing how customers perceive your service is how they interact with your call center. Nearly 70% of all customer interactions are handled in call centers. Sometimes, it’s the only interaction a customer has with your business. So you must get it right. Let’s […]

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Tech support metrics

Don’t Overlook The Most Important Tech Support Metrics

Outsourcing tech support metrics can cut costs, increase efficiency, improve productivity, and deliver better customer experiences. But you can’t realize these benefits if you can’t manage the tech support firm. And you can’t do that if you’re using the wrong Tech Support Metrics to assess performance. Using the wrong Tech Support Metrics spells disaster. It can send the wrong signals to the firm’s agents and erode agent morale. Bad morale can infect customer experiences. But with so many metrics to choose from, how do you know which are the right ones to use? Two Factors Are Key When Picking Tech Support Metrics : (1) your value proposition and (2) what you need most to achieve outsourcing success. Understanding your value […]

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