Customer service is essential to any company, as it can make or break customer loyalty and satisfaction. However, managing a customer service department can be daunting, especially for businesses with limited resources. 

Customer service is usually divided into three tiers, each with its unique features. A customer may start at Tier 1 and then slow is escalated to higher level tiers until their issue can be resolved.

In the past customer support was mainly provided through call centers, but customers demanded more options. Knowing that 86% of customers are willing to pay more for a great customer experiences, customer satisfaction should always be a priority. Today there is a range of communication platforms and channels to choose from.

Telecommunication has gone far in the last 200 years. However, moving from voice to video took massive world-changing innovations. A few decades ago, conversing over a blurry picture with someone that wasn’t in the same room was amazing. Today, a call can have 4K resolution with real-time conversations across thousands of people worldwide. 

To appreciate the magic of video conferencing, we need to understand its history. Only then can we value how far we have gone and begin to comprehend how it can change both our personal and professional lives in the future.

As 2023 progresses, major companies across various industries have begun to announce large-scale layoffs. These cuts, expected to affect thousands of employees and customers, have raised concerns about their impact on customer service. Here are some implications of these layoffs for customer service and some strategies for mitigating their harmful effects.

Customer service is often seen as a cost center for many companies. It is an essential aspect of business operations but not directly tied to generating revenue. However, with the help of tools such as Viewabo, customer service can be transformed from a cost center to a profit center. This is where the magic of Viewabo comes in. With the right approach, it is possible to make more profits and save money using the platform. In this blog post, we will explore how Viewabo can help and how businesses can get started.

Where customer service fits in a company’s balance sheet is an interesting question. A profit center is typically a key factor in a company’s success since it can generate revenue and profit. On the other hand, a cost center acts as a required expense, with its primary goal being to maintain the operations rather than make money. So where on this spectrum does customer support fall?

Cost per Contact (CPC) is a critical metric for the customer service industry, as it directly impacts the cost and efficiency of providing customer service. In today’s business environment, customers expect immediate and effective support, and companies must find ways to meet these demands while also controlling costs and optimizing resources. By reducing CPC, companies can provide top-notch customer services at a lower cost, ultimately improving customer satisfaction, loyalty, competitiveness, and overall business success. Let’s explore the importance of CPC in customer service and provide strategies for companies to lower their CPC and improve their customer service operations effectively.

32% of the leaders of the biggest companies in the world don’t know their company’s churn rate. That’s millions of customers and trillions of dollars being lost every year that could have been preventable. This might not materially dent the finances of those big companies, but customer churn must be addressed for most companies.

Every business faces customer churn, as it is unlikely that all customers will stay with one company forever. But not trying to keep customers will fester into more significant problems eventually. It is also far simpler and less expensive to keep current customers than to acquire new ones. One Harvard Business Review article says that acquiring a new customer is actually anywhere from 5 to 25 times more expensive than retaining an existing one. And it is even less costly to persuade them to stay than to get one to return. The true cost of customer loss includes direct costs, acquisition costs, social costs, and operational costs. All these costs add up quickly against your financials and brand. So understanding and preventing customer churn is essential for a healthy business.

Customer interactions allow a business to understand and address customer issues to guarantee a better experience. As a result, a brand can develop a loyal customer base that will remain with the business, thus improving its profitability and brand power. The importance of customer interaction cannot be overstated, as every small good or bad customer interaction adds to the whole customer experience. Below are 7 reasons why customer interactions matter: