Customer Service

Why Do Businesses Outsource Customer Service?

For many businesses, providing exceptional service is the difference between generating repeat business and losing a customer forever. In fact, 49% of American consumers switched companies last year due to poor customer service, which demonstrates the large percentage of companies that are still failing to provide first-rate experiences. Businesses have three options when it [...]

Why Do Businesses Outsource Customer Service?

How Can I Outsource Customer Service?

How do I outsource customer service? Once your business has made the decision to outsource customer service, there are several steps that we recommend taking in order to get the most out of it.  Establish clear goals of what you hope to achieve, and what you expect from your outsourced customer service partner. Identify [...]

How Can I Outsource Customer Service?

5 Ways to Calm Down an Irate Caller

Trying to calm down an angry caller can be a frustrating and tricky task. You want to ensure you are saying the right things and leaving that interaction with a satisfied customer that will continue to do business with you. Here are five ways to deal with an irate caller: Listen To Caller And [...]

5 Ways to Calm Down an Irate Caller

The Value of an Answering Service

If you are looking for an answering service company to handle your customer calls, schedule appointments and help with other tasks, you may be wondering how it can add value to your business. When considering the big picture, a good answering service can provide tremendous value to businesses in a variety of industries, providing overall [...]

The Value of an Answering Service

3 Calming Ideas To Deal With Irate Callers

No matter what you do in this life, there’s likely to be someone who is incredibly unhappy about it. This is one of those hard and fast rules, and that goes double for customer service representatives. Anyone who deals with callers regularly will eventually come across someone who is absolutely seeing red because of [...]

3 Calming Ideas To Deal With Irate Callers

3 Ways A Human Answering Service Beats AI Every Time

Bots seem to be everywhere these days. From Facebook Messenger bots that answer basic customer service questions to much more advanced models like WoeBot, an armchair psychology bot, it’s impossible to not notice how pervasive bots have become. Just because they’re everywhere, though, doesn’t mean that AI bots are ideal for an answering service [...]

3 Ways A Human Answering Service Beats AI Every Time

Are You Realistic About Your Customer Service Experience?

All and all, you provide a pretty good customer service experience: most emails are returned within a few days and callers never hold more than about 20 minutes. You know that they all know you’re going to get back to them, it’s just a matter of time. Despite this level of dedication, somehow your [...]

Are You Realistic About Your Customer Service Experience?

How To Determine Whether You’re Providing Stellar Customer Service

You may think you’re providing the best customer service around because your return rate is low or you get a lot of five-star internal reviews, but you really can’t know without getting inside your customers’ heads. They may silently accept that your service is subpar because your product is pretty awesome or remain silent [...]

How To Determine Whether You’re Providing Stellar Customer Service

4 Customer Service Metrics That Should Matter To You

Whether you’re running your customer service in-house or have sent your calls out to an answering service company, paying attention to the metrics that are being generated really can make a huge difference to the overall health of your business. Forget the old standbys like handle time and first call resolution, today’s answering service [...]

4 Customer Service Metrics That Should Matter To You

3 Ways Your Customer Experience Could Be Better

You’ve worked hard to earn the customers who come knocking at your door (real or virtual), but sometimes you get the idea that those same people really want a little more than what you’re delivering. Pretty much every business owner has room for improvement when it comes to customer service, it’s nothing to be [...]

3 Ways Your Customer Experience Could Be Better