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Modern-day customers are an impatient lot. They expect instant gratification and if your agents aren’t available when they call, you can expect your customers to forget your brand regardless of the quality of your products and services. Keeping them on hold or making them wait until you find an effective resolution is even worse. According […]
Organisations all over the world need to communicate to establish their presence. Businesses need to constantly reach out to new prospects while managing existing clients. Additionally, communications are necessary to maintain internal business processes as well. When it comes to insurance companies, communication attains another level of importance. The very nature of their service requires […]
Communication is the cornerstone of any business, regardless of its size, scale, and domain. If you have a robust communication infrastructure in place, you can stay connected with your customers, partners, and vendors at all times. Further, it also empowers your organisation with better in-house processes; it facilitates seamless communication within teams and helps customer-facing […]
India is a massive country with a diverse population and a vast user base of mobile devices and networks. With the market offering such immense potential, it isn’t surprising that the competition between telecom operators is booming. This is a boon for users who have access to new and more affordable telecom plans every day. […]
Customer service plays a critical role in the success of a business. Excellent customer experience can drive retention and give your organisation a competitive advantage. When it comes to meeting customer expectations, a lot depends on the impression you make at the first point of contact. An Interactive Voice Response (IVR) might be the first […]
There’s a good chance that you will roll your eyes if we say organisations active in the social service industry need just as rigorous tech support and streamlined communications systems as their counterparts in corporate sectors do. A lot of us often imagine not-for-profit organisations functioning with threadbare operational systems in their offices. News flash: […]
The global telecom industry is growing rapidly with an estimated market size valued at USD 1,657.7 billion. The US alone had 340 million cellular subscriptions at the end of 2018, which accounted for 1.36 billion customer care interactions, assuming that an average subscriber connects with a support operator four times per year. But the number […]
The State of Global Customer Service Report by Microsoft has some interesting statistics on customer experience: 58% of consumers consider customer service as a leading factor affecting the choice of a brand. 61% of consumers stopped transacting with a brand after an unsatisfactory service experience. 59% of consumers expect better customer support than they did a […]
“There is only one boss. The customer.” – Sam Walton, American businessman Needless to say, happy customers are the mainstay of success for all types of businesses. All one needs to do is understand their expectations and be proactive. Listen closely to look for opportunities and pay attention to everything a customer says. Thankfully, gathering […]
Brand trust has become the top priority of customers, especially in the COVID-19 pandemic era. But remote working has made it more challenging than ever. Amid this shift, cloud telephony has emerged as the hero of most organisations as they can connect with their customers, no matter where there support teams are working from. Even […]