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When you think of customer service, chances are you think of a typical business-to-customer (B2C) company that deals with individuals. However, customer service also applies to business-to-business (B2B) companies whose clients are multi-faceted organisations. 

When it comes to customer service, you need to decide which communication method is the most suitable option. Email and phone calls are two of the most popular customer service channels, and for good reason, but how can you decide which one to use?

Customer service can make or break your relationship with a customer and that’s why it’s so important for employees to be properly equipped.

Both customer support teams and customer success teams strive to deliver an exceptional Customer Experience. However, while they are closely connected, customer support and customer success have a few distinctions that are important to know. 

Unhappy customers are an unavoidable reality of business. Servicing these customers is never easy but it’s important and can dictate the success and future growth of your business.

There’s no ignoring that social media has taken over our world and the relationship between customers and brands is no different. As it becomes easier for customers to DM or @ a company to complain or give praise does customer service need to adapt and evolve to meet these expectations?

For many businesses, it can be difficult to know what to focus their attention on and the battle between customer acquisition and customer retention is no exception. So which is more important? Is it better to focus on attracting new customers or giving current customers a reason to stay? Let’s explore.

One of the best ways to improve your business is to actively seek new learning opportunities. That’s why many business owners, employees, and stakeholders choose to read books that add to their business knowledge, improve their strategies, and inspire proactive change. It’s impossible to read all these books which is why we’ve put together this list of our top ten choices to help you take your customer service to the next level. 

Traditionally, sales teams and customer service have served two distinct roles with no need to overlap. However, as technology evolves, the line between the two has become blurred and now more than ever, salespeople are providing many of the same services as their customer service counterparts.

Customer service is one of the most important tools in a brand’s arsenal because it directly influences a customer’s likelihood of being satisfied with their experience. When customer satisfaction is high, retention rates are also high, so it’s critical to optimise customer service processes accordingly.

As chatbots and artificial intelligence are on the rise, many people are starting to question the role of customer service in modern business. However, despite the value that these technologies provide, there will always be a place for customer service in the business world because it offers something that only human interaction can.

In business, the terms customer service and Customer Experience are often used interchangeably, but they are slightly different. To help you understand the distinction, this article will take you through everything you need to know so that you can effectively engage your valued customers.  

With a pandemic in full swing and the threat of economic collapse looming, it can be difficult to know how to manage your business wisely. But while some businesses will choose to cut their losses in these tumultuous times, it’s quite possible for yours to prosper. That’s why, to help you prepare for any unpredictable changes, we’ve put together this helpful guide to surviving a recession. And even better, how to help your business grow.

When it comes to giving feedback, it’s important to do it in a way that is constructive and valuable. So when your customers give feedback about your brand and customer service, should you be sharing it with your employees?  There are pros and cons to this so we’ve put together a guide to sharing feedback with employees, and more importantly how to mitigate the issues that might arise. 

Customer service manages the entire customer experience from first contact to lasting support. The need for excellent customer service grows each year as companies harness new technology and tools to be available to a changing customer demographic. While telephone and letters were the main communication method thirty years ago there are now dozens of ways customers seek support from companies.