CSM Magazine
NOVEMBER 29, 2022
What contact options do they provide to their customers? Ecommerce customer service specialist Salesupply went undercover and contacted 75 of the biggest British ecommerce shops to discover the current status of British ecommerce customer service (see reviewed stores in the appendix).
BlueOcean
MARCH 24, 2022
B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Shifting Customer Expectations. With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution.
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Comm100
MAY 25, 2022
Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Whether you’re providing support for business checking accounts or an eCommerce platform, automation happens at all levels of the agent experience.
Comm100
MAY 20, 2022
The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. This stops customers being passed between agents like an unwanted hot potato. Lower wait times.
ShepHyken
JUNE 8, 2023
Customer experience gaps refer to the disconnect between what your customers expect from your brand and what your brand actually delivers. Even gaps that we might consider small can cause gulfs in your customer experiences.
Interactions
JULY 22, 2021
While initially sympathetic, consumers are now tired of being told that their long wait times on the phone or late deliveries are simply “because of Covid”. Organizations need to move away from this convenient blanket statement and either be honest with setting customer expectations or find ways to overcome their current challenges.
Comm100
OCTOBER 25, 2017
It’s so easy to think in these situations that they are all the same and to ask yourself the question – “why are customers so rude?”. We’ve all experienced times when circumstances have tested our tactfulness. Fortunately, there are certain things that you can do to help handle these types of customers and improve the situation.
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