Think Customers

JULY 29, 2022

Every time customers interact with a customer service representative, do a keyword search, click through a brand’s website, or engage other touchpoints, they’re giving hints about their interests and intentions.

Data 59

Data Apparel Automotive Tourism 59

Service Untitled

MARCH 4, 2011

They need to provide homeowners with better online service and access to customer service representatives who can actually steer a homeowner in trouble to a place where people who actually want to do the right thing can obtain real information. Never in the history of the US has the housing industry been in such turmoil.

Banking 41

Banking Customer Service Customer Service Representative Insurance 41

Magellan Solutions

APRIL 4, 2024

Instead of navigating through maze-like phone menus or waiting for an email response, you can simply click on the chat button and boom—instantly connected with a friendly live chat agent, ready to lend a helping hand. But these agents aren’t just ordinary customer service representatives.

Wait Times 52

Wait Times Guidelines Exceptional Customer Service Competitive Advantage 52

Myra Golden

NOVEMBER 15, 2016

The wasted time our agents spent stuck in conversations with irate customers meant other customers had to hold a long time. Longer wait times made holding customers frustrated and, in turn, more difficult to deal with. Employees struggling with talking to difficult customers. New hire training.

Call Center 76

Call Center Training Video How To 76

Myra Golden

NOVEMBER 15, 2016

The wasted time our agents spent stuck in conversations with irate customers meant other customers had to hold a long time. Longer wait times made holding customers frustrated and, in turn, more difficult to deal with. Employees struggling with talking to difficult customers. New hire training.

Call Center 40

Call Center Training Video How To 40

Help Scout

JUNE 22, 2021

Feeling unappreciated is the #1 reason customers switch products and services. ( 33% of customers are most frustrated by having to wait on hold, and 33% are most frustrated by having to repeat themselves to multiple support reps. 35% of customers have become angry when talking to customer service.

Customer Service 129

Customer Service Social Media Self Service Knowledge Base 129

Toonimo

JANUARY 5, 2017

They are designed for rapid responses to stock questions and they allow customer service representatives to field complex questions. Geico promises customers car insurance in under 15 minutes. This reduces the number of page loads, and improves the overall customer experience and conversion rate.

Innovation 40

Innovation Technology Customer Experience e-support 40