sales@31west.net 877-262-5030

Blog

Blog

Integrated Customer

The Changing Trends: Integrated Customer Self-Service

We live a world where technology changes almost every aspect of our lives. If you look around, you will observe how wired we are, and thanks to the internet virtually all aspects of the business can be accomplished in the easiest way possible. Customer service companies can now deliver their services from anywhere anytime. Customers can login and manage their issues with the integrated customer self-service portal. Integrated customer self-service portals are targeted to meet the requirements of B2C relationships. It is the new trend that most customer support service companies have adopted. What makes these trends effective? Technology Technology has equally changed the way we communicate with customers and the entire customer service. With so many clients worldwide many […]

Read more
Customer Service Blunders

10 Shocking Customer Service Blunders That Escalated Quickly

For as long as there has been Customer Service Blunders. What has changed is the cost of one wrong move in handling a customer’s problem. The impact is no longer limited to one disgruntled customer or his kith and kin; a customer support faux pas could explode online and go viral through online media and social networks to do some serious damage to the reputation and goodwill which brands hold so dear. Some of these are major slipups; others are the result of tactless handling of what would have been minor incidents. This list looks at some such cases involving big league corporations where customer service blunders snowballed into major PR situations. 10. Tornado Victims Asked To Scavenge For Cable […]

Read more
Call Center Evolution

How Tech MNCs Handle Call Center Evolution?

Call centers of all types are evolving. With multi-channel customer service and cloudsourcing, tech support, customer service and sales departments have had to adjust to new customer demands. Flexibility and adaptability are keys to business growth. Even tech-based multi-national companies understand the need for specialization. That is why many tech MNCs are turning to tech support outsourcing as a way to deal with the call center evolution. Phone Banks Are Obsolete Gone are the days when a company could create a call center by finding a large open office space and establishing a phone bank. Now even buying computers and installing softphones isn’t enough to create an efficient and viable call center. While some experts say that the idea of […]

Read more
customer communities

Customer Communities Don’t Replace Inbound Call Centers

Customer communities have become a popular way for businesses and customers to handle certain interactions. Small business owners may even be under the mistaken belief that these communities can replace inbound call centers. While a customer community may play a role in serving your customer, don’t misunderstand the importance of contact centers. Customer Communities A customer community is an online forum where employees, experts and customers can communicate with one another about the products and services of a specific company. It is a great place to find answers to frequently asked questions, learn tips and tricks for getting the most out of the product, and even find answers to simple tech support questions. Many customers prefer this method of customer […]

Read more