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Make customer service simple
It is an obvious thing to say, but companies need to make it as simple as possible for potential customers to buy their products or services. For example retailers with limited or confusing opening...
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Understand your customer through their questions
In current economic conditions, finding new sources of revenue is a key area of focus for organisations. Most companies realise that, now more than ever, customer service is central to protecting sales...
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Dealing with rude customers – lessons from O2
When it comes to crisis situations social media is now the front line for customer service. Issues spread quickly on Twitter and Facebook (and company message boards) and are visible to the entire...
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The state of the UK online customer experience in 2012
There are lots of ways of measuring the customer experience, from First Contact Resolution rates to Net Promoter Scores. While these deliver useful data, companies also need to step into their...
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Getting started with knowledge management in customer service
Knowledge is at the heart of delivering a successful, consistent and efficient customer experience whatever type of organisation you are in. Collecting and sharing information, incorporating feedback...
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Hastings Direct enhances customer service with centralised knowledge
As companies expand, delivering the same, personal, high quality service is vital to their continued growth. Customer service teams can be spread across multiple locations and have to cover multiple...
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