What image comes up in your mind, as soon as you hear or see the word technical manual? Probably, an endless, boring, complex, and lackluster written set of instructions that are meant for those with technical knowledge.  Well, it’s nothing of that sort. In fact, a technical manual is completely online. It is targeted towards...

To stay relevant and competitive in the market, simply focusing on customer happiness won’t suffice. Times are changing, and you need to move past customer happiness and take a step ahead by focusing your energies and channelizing your efforts towards customer delight.   For achieving this, the first thing that comes to your mind is your...

Customer service has become a major differentiator to gain an edge over the competition. Customer expectations of service quality are also on the rise, with more and more clients becoming intolerant with brands that fail to meet their expectations.  In fact, 91% of dissatisfied customers leave brands without complaining, which means companies lose the opportunity...

Are you constantly answering repeated questions by employees? Are you facing employee churn and finding it challenging to retain employees for a long term?   Ever wondered as to what can be the reason behind these persistent problems? Think about it, and you might get a hint. In fact, if you analyze, ineffective or worse, lack...

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...

The Click Culture has made it extremely easy for people to self-serve, switch brands, and get everything they want in a snap.  In fact, it has given rise to the self-service wave, wherein people prefer to get things done on their own, without requiring external assistance. There is clearly a seismic shift in customers’ expectations...

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. ...

In a business environment where companies are competing on the basis of customer experience, providing excellent customer service has become a priority.  For businesses, customer service is a function that helps them establish a connection with customers. It is this experience that customers carry with them for a long time, inspiring them to write positive...

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...