Knowledge Management Blogs

Email usage in customer service is still rampant despite the emergence of self-service platforms, live chat, and social media. The influx of technology disrupted the email culture, but only to an extent, as it has not yet been wiped out completely. People take time to embrace and accept the shift, especially those who are extremely...

So before we jump on to digital customer service, lets first decode what ‘Digital’ exactly means. When I asked this question to my colleagues, each of them had cooked a different definition based on their perceptions and experiences.  I won’t say they were incorrect. Instead, the definitions were both similar and different in various ways. ...

Customer service can be challenging. Imagine dealing with customers from diverse backgrounds, being patient with an angry customer, or handling multiple customer chats simultaneously. But guess what? It doesn’t have to be, thanks to customer service training manuals, which provide in-depth guidance, strategies, and techniques to help you and your employees excel in customer service...

Gaining a 360-degree view of your customers is no more a choice. Like it or not, but you have to push yourself to take a genuine interest in your customers, to serve them better and faster. For delivering unparalleled services and exceptional experiences to customers, you need to be well-versed with the likes and dislikes...

In today’s fast-paced business world, information flows rapidly, making it essential to improve internal customer service for businesses.  Business success isn’t just about serving your customers well but also about working well with your team. However, some businesses still underestimate this. A Salesforce study shows that 86% of employees cite ineffective communication and lack of...

The face of customer support is changing fast. Now more than ever before, self-service has become the new way of serving customers. Unlike decades ago, when people relied on support teams to resolve their issues, customers today are increasingly opting for the DIY (Do It Yourself) approach to get information. Calling the support staff is...

Do you understand the journey your customers go through before they buy from you? The process of buying products or services differs from one person to another. Customer journeys help you comprehend how buyers behave when they visit your online or offline stores. With this knowledge, you can focus on improving those processes so that...

Customer experience has become an integral part of any business, including banks. Increasingly, it is becoming a key differentiator besides price and product.  In the banking industry, customers prefer to work with banks that provide them with simple banking solutions, personalized engagement, and round the clock access to their accounts. As such, banks that innovate...

As the business environment gets more competitive, customer expectations have significantly gone up. Today, more than ever before, buyers value the quality of customer service they get from brands. A Microsoft study shows that 54% of customers have high customer service expectations, with 69% of them rating it as very important in their choice of...

The holiday season is highly significant for businesses. It is during this time that companies register substantial increases in sales as most people go out to purchase gifts for their loved ones. On the flip side, customers tend to be more demanding during peak season. Although they recognize that the holiday season is a hectic...