We have all experienced it. The customer service rep who is rude, makes the problem you need solved worse, tells you that it is your fault, or has no idea how to solve the problem. No doubt the effect this has on your impression of the brand and product is lasting. Your time is valuable and as a customer, problems should be solved quickly and respectfully.
Gamification is a strategy that’s been gaining increasing traction. But despite its growing popularity, managers are still in the dark about how to effectively use gamified tactics to their benefit – particularly when using it to improve customer service.
CEB data from more than 100,000 customers across the world shows that interactions with service reps are four times likelier to lead to customer disloyalty than to loyalty. As such it is no surprise that the tide is turning in the world of customer service. It is now believed that companies should focus on sparing customers grief rather than trying to impress them with amazing service.
These days being good at your job means being able to maximise the latest technology. Whether it is a meeting scheduling software, a mobile app for your office phone, or implementing a unified communications solution — those who are able to master the latest tech, get ahead quicker. This is particularly true for sales teams. No longer does a nice smile and a convincing pitch bring home the most bacon. Evolution is critical to survival, and these three emerging technologies can help.
Bad customer service undermines everything — from your newly redesigned product, to your beautiful packaging. It is the most personal interaction your customers will have with your company. It isn’t the same as browsing your website, or even using your product or service, it is a direct human to human connection between your team and your customers. Ultimately, it is an opportunity to make a lasting positive impression.
Back in the early 2000’s, VoIP wasn’t taken seriously as an option for business telephony. In fact, virtually no companies in the UK had business-grade VoIP phone systems. But by 2010, it was catching on quick, with tens of thousands of companies adopting IP based phone services. And by 2025, nearly all companies will have VoIP telephony solutions as BT turns of the traditional IDSN and PSTN phone networks.
In the mad rush to finish all your Christmas shopping, get last minute projects done and clear your desk of that pesky pile of work, many of us don’t think to take advantage of our cloud business phone system. Whether it is ensuring your business has someone answering the phones over the holidays or letting customers know what your Christmas hours are, a few minutes in VTSL’s online web portal will have your office phone system working for you this season.
From your to-do list to your company's back-up servers, things that were once physical pieces of equipment are now deployed to you ‘as a service’ by service providers. For example traditional phone systems have now been replaced by VoIP telephony and unified communications solutions offered as a service. But it isn’t just equipment that has gone the way of the cloud. There is now something called everything as a service, and it is delivered by IFTTT.
No matter which kind of company you call — big or small — their on-hold music usually sounds like it has been recorded in a tin can. You would think that with modern technology being able to clone sheep and fly humans around faster than the speed of sound, that a creating a business phone system with clear and crisp on-hold music would be easy. But as it turns out, it isn’t so straightforward.
