If you want to invest in customer support software such as Freshdesk, you may be wondering if the cost of the software will pay off. It can be tricky to calculate the return on investment (ROI) of your new tools. One of the things you need to consider is if it will bring in revenue. […]
How Help Desk Software Increases Your Customer Support ROI Read More »
For the success of a business, managing the customer relationship is essential. For any company, the client is seen as a potential resource. Therefore, it is essential to stand out from the competition while responding to your client in a timely and effective manner. As a company, we must not forget that the criteria for
The Top 3 CRM Software Packages You Need to Consider if You Want to be Successful Read More »
With regard to real-time communications, there are two aspects that businesses focus on. They would like a system that not only saves them money in the long run but is more efficient than the system they already have in place. This way, they can seamlessly upgrade their system while at the very same time keep
DIDs and SIP Trunking for Dummies Read More »
If you run a business that relies on customer experience to grow, then chances are that you have probably heard about CRMs multiple times in your life. If you haven’t and this is the first time you have heard of it, then you’re in luck! In this post, I’m going to talk all about what
Why Does the Right CRM Make a Difference Read More »
In the early days of my career I was responsible for setting up an operation in a different city. It was a great opportunity for me and something that I really wanted to succeed in, however looking back on that person with the experience I now have. Well, lets just say that I was very
Setting up and Launching a Remote Office Read More »
As an IT professional, it is incumbent upon you to continue developing your skills and knowledge as that is the only way to ensure that you are current with what is considered “best practice”.After all – while you might think of your skills at work as being similar to Wolverine’s, you’ll realize that he didn’t
CSI & Benchmarking Read More »
First – what is an IVR? Some people also call it an ACD but whatever you call it, an Interactive Voice Response (IVR) or Automatic Call Distribution (ACD) system is used to get your customers to the right people to answer their questions or provide them with the right information. When used effectively it
Using an IVR effectively Read More »
I was recently asked this question in one of the forums that I am active on and its actually a surprisingly difficult question to answer. Here’s what I said to the Questionaire … if you have a similar question, take a read through the points below but pay special attention to the extra info section.
What is the hardest thing about running a call center? Read More »
What is Mind Mapping? In its simplest form, it is a technique whereby you use a diagram to represent words and ideas. Linked to this are other tasks or items that are related to the previous item in a hierarchical fashion. By arranging the elements intuitively according to their relative importance it is easy to
One important thing to remember from a Customer Service point of view is that the last person you speak to (or chat with or email) is also the most likely to buy your service or product in the future. This is obviously not a hard and fast rule, but more an estimation of the impact
Exceptional Customer Service Read More »
