Giva Blog Categories : Customer Service Best Practices

Unpacking Average Handle Time (AHT) and Call Center Quality Service

Fast Call Center Average Handle Time (AHT)

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Average Handle Time (AHT) is one of the most important metrics in call centers, help desks, and contact centers. 

Alongside first call resolution, churn rates, and customer satisfaction metrics (e.g. Net Promoter Scores, Customer Satisfaction Scores, and Customer Effort Scores), AHT is closely monitored by team managers, operations managers, and senior customer service leaders.

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Conversational Customer Service and Quality: Are You Keeping Up With Customer Experience Trends?

Conversational Customer Service & CX Trends

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Gone are the days when all a company needed to make sales was a good product. Sure, that still matters, but customer priorities have changed. Nowadays, it is the customer experience management strategy that can make or break the success of an organization. The good news is that organizations are picking up on new customer trends and interests. For example, data collected by SuperOffice and shared through Forbes shows 45.9% of organizations place customer experience (CX) as their top priority — ahead of product and pricing. What is driving this shift in priorities? The same data source notes that 86% of customers have paid more for a product or service simply because they had a more enjoyable customer service experience.

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B2B Customer Journey vs Experience Journey Mapping

Customer Journey vs Experience Journey Mapping

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Before the Internet, business to business (B2B) customer journeys were simpler, linear, and customers had less control. Sellers controlled the flow of information and were often the ones to initiate contact.

Salespeople and marketing teams pulled potential customers into the sales funnel, except for word-of-mouth referrals and those who went seeking solutions to their problems. The digital age changed all of that.

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The Humanization of Customer Support Automation: Does It Work?

Humanizing Customer Support Automation Chatbots

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Customer support automation — using digital services and tools, including chatbots and self-serve solutions — is a powerful way to reduce operational costs as much as 40% and provide 24/7 service to customers.

Businesses everywhere are using chatbots within customer service operations. In most cases, customers are happy to engage with chatbots when they have simple questions or problems that need resolving.

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An Apology Letter or Script: Examples of How to Apologize to a Customer (Without Sounding Scripted)

Customer Apology Scripts

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Apologies are a necessary part of recovering from your mistakes. In the customer service industry, knowing how to deliver a meaningful apology is a crucial skill everyone should be willing to improve in themselves.

However, it takes more than saying "sorry" to make a change. Customers want fast, simple solutions to their problems. And when they can't solve it themselves, customer reps need the ability to tell them what to do instead of apologizing and asking them what they need.

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How to Reduce IT Help Desk Costs

Ways to Cut Help Desk Costs

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From fuel at the pumps to food at the grocery store, everything costs more these days. The reason? Inflation. According to data from the U.S. Labor Department and shared via the U.S. Inflation calculator, the country is experiencing an annual inflation rate of 8.3% for the 12 months leading up to April 2022. That is an astoundingly high number in comparison to previous years. In fact, it is the highest rate of inflation since 1982. The result? A trickle-down effect, meaning companies are incurring greater costs to bring in products, with these additional costs passed down to the consumer. 

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What Is Collaborative Email? Pros and Cons of Shared Inboxes, and Alternatives

Collaborative Email & Shared Inboxes

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When customer service or success teams are managing hundreds or thousands of customer queries every day, a collaborative inbox can be an advantage.

Instead of emails going to individual customer service agents and managers, everyone shares the same inbox. Working together collaborating to solve customer problems is a big advantage.

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6 Solutions to Challenging Customer Service Issues

6 Solutions to Challenging Customer Service Issues

Customer service, or customer support, is often seen as a cost center. Keeping your current customers happy costs money. But the cost of poor customer service impacts churn rates and reduces revenue. 

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Recommended Best Books for DevOps, SaaS, ITIL and Other Tech and Leadership Enthusiasts

Best Tech Books Recommendations

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One of the top ways to promote self-improvement is through reading books. Often written by experts or those with knowledge in a particular field, they can be great resources when looking for fresh perspectives on existing or emerging technologies and trends. So, whether you're at work, at your local cafe, or home after a long day, kick back and relax by adding these technology-related books to your 2022 reading list.

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How Your Customer Support Help Desk Feeds Your Knowledge Base

Build Knowledge Base from Help Desk Customer Support

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In a competitive business environment, it's more important than ever to keep customers happy. You need a proactive, customer-centric help desk and an in-depth and helpful knowledge base sitting alongside that.

Not only does this help customers when things go wrong, but it also makes it easier for them to use a product. Customers are happier when they can access everything they need without requiring assistance from a help desk.

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