Reduce Customer Churn- Plug the Leaks in your Bucket!

Reduce Customer Churn- Plug the Leaks in your Bucket!

On asking about the biggest challenge to some small business owners, their response was quite simple. Attracting new customers. Now we all know that having new customers is surely a win-win, but many businesses often tend to forget about an important and potentially a bigger win- maintaining the customers you already have. Customer churn In other words, the loss of customers surely has the capacity to cut your revenues into the half, only if you…

Chat vs. Call – Who’s Your Daddy?

Chat vs. Call – Who’s Your Daddy?

Please hold, your call is important to us….If you had to put me on hold then why did you even give your number in the “Contact Us” section? This is literally the thought of 49% of the people who prefer calling a service over chat. Not to forget the mind-numbing hold music and the repetition of the same hold line. According to a survey, 51% of consumers are in the habit of using live chat…

Horrible Customer Experiences? Here is the Antidote

Horrible Customer Experiences? Here is the Antidote

We are not human beings having a spiritual experience. We are spiritual beings having a human experience. – Pierre Teilhard de Chardin  Information Technology isn’t the major driving force behind businesses. It is the engineering of great customer experiences that creates a fantastic and thriving business ecosystem. Let’s take an example: Heinrich is a German waiting in a long queue at a retail store. After 20 minutes of agonizing wait, he finally reaches to the…

Types of Customers and How to Help Them

Types of Customers and How to Help Them

Understanding the customer types is one of the survival skills needed to succeed in the sales industry. The art of selling in the B2B industry is completely different from that of B2C. Selling requires more of an optimistic point of view as the person would be handling sales rejections on a daily basis. B2B involves selling services or components to professional buyers trained by their parent company to get the best possible deals! Earning a…

What’s First Response Time in a Call Center and How To Improve It?

What’s First Response Time in a Call Center and How To Improve It?

The first response time (FRT) is the time your customers are required to wait before they get attended by a qualified agent. For a call center, the first response time or FRT is equivalent to the first handshake with the customer as they walk-in through the front door. In this sense, the FRT is a critical metric to measure a call center performance. Well, let us explain. In the last few years, we’ve seen customer…

Turn customer dilemma into delight with smart service center automation

Turn customer dilemma into delight with smart service center automation

‘The best brands don’t invest in building service centers. They invest in creating world-class customer experiences.’ Customers expectations from the service center have dramatically changed in the digital era. The present-day customer expects an easy access to the service help desk, instant responses to their queries and even a same-day home repair for their equipment. With growing competition, a great service center experience can easily differentiate between a product that gets repeatedly bought and the…

How To Maximize E-Commerce Customer Service

How To Maximize E-Commerce Customer Service

In the past few years, we have witnessed an unprecedented rise in adoption of mobile in e-commerce transactions, customer service and businesses. In fact, a survey by Gartner found that about 89% of the businesses plan to compete primarily on the basis of their customer experience. Many consumers decide whether they will engage in business with a company based on the quality of its mobile CX. A mobile customer experience with easily accessible features, resources…

Feedback management for a hospitality business – Customer feedback software

Feedback management for a hospitality business – Customer feedback software

Any hotelier worth his salt will know the importance of providing superior customer service. It naturally follows that he/she would also focus on measuring the consequence of their service – good or bad – in the form of reviews and feedback. Having said that, for any hotelier to take concrete steps to improve service quality, crystal clear customer feedback software is essential, as ambivalent, unclear suggestions are of no use. This is because, the data…

WOW the Wanderlusters with CRM for Travel Industry

WOW the Wanderlusters with CRM for Travel Industry

Ever since the concept of holistic marketing came into existence, businesses across various industries have realized that achieving sales targets alone won’t be enough. Therefore, sustenance and stability of the business totally depend on the relationship maintained with customers. While the new consumers are important for the business’s growth, the loyal customers act as a backbone of your business. A recent study has shown that new consumers cost 6-7 times more than the existing ones….

Changing customer experiences through digital transformation

Changing customer experiences through digital transformation

‘Eighty-five percent of respondents believe machine-to-people transformations will positively transform the customer experience.’ ‘More than 95 percent of respondents view accelerating workflows as a business imperative for improving customer experience.’ ‘Almost 40 percent expect a correlation between improving customer experience and increasing revenue.’ These are just some of the findings which are the outcome of a survey administered by Opinium Research in August 2017, which ought to pique any company’s interest in going digital, if…

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