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Ameyo Callversations

Creating CX Memories: Ways to Improve Customer Service Experience

Customers today have a really short attention span. To hold their attention, brands need to leave a lasting impression. And how can they do that? By giving the customers a memorable experience of course! After all, customer experience (CX) is something that the brands need to continually work upon as it has a direct implication on the brand image.

Topics: Customer Service customer experience

Why And How To Empower Customer Service Agents In Banking Contact Centers

 

We recently had an interesting discussion with a Customer Service Head of one of the leading banks in Africa, about how banking experience can be improved by empowering customer service agents with the right access to the backend applications for resolving customer queries efficiently. In banking contact centers compliance regulations are of utmost priority, and giving access of customer account information to agents is no less than opening a Pandora’s Box as it comes with its own share of pros and cons. 

So following our discussion, we thought to put together the various questions and scenarios related to empowering agents with the right data and how it can be done in a compliant manner to improve the contact center productivity.

Topics: Customer Service banking experience Agent Empowerment Banking Contact Center

Why Live chat? Benefits of Live Chat Software

With the evolution of technology, the customers’ expectations of service and support have increased tremendously. Now, offering support over a phone call or email does not suffice. Businesses need something more. But, what could that be? Well, the answer is, a Live Chat Software. Some might feel that live chat is not very effective and setting it up might be complex process. But they cannot be more wrong.

Topics: Customer Service Customer Support live chat software live chat chat software

Why and How To Measure Customer Support ROI

With customer experience research giants predicting CX to overtake price and product as the key brand differentiator by the year 2020, Customer Support department can no longer be considered as just a cost center. Companies that still consider customer support as a cost center fail to see how it adds to the bottom-line in long run. Businesses need to understand that retaining existing customers is equally important as acquiring new ones and is rather a less costly process.

Topics: Customer Service Customer Support customer retention

The Fundamentals of Customer Retention

Could anyone guess the hardest job companies are facing nowadays? No, its not Sales anymore or Marketing, it is how to retain customer loyalty. With most companies investing thousands of dollars to acquire a customer, customer retention has become a crucial task for many.

Topics: Customer Service customer experience customer retention

Top Mistakes of Resolving Critical Support Tickets

Working in customer service can be quite the tricky task. You always come across new people and every single one of them usually has a different request and you will have to be able to help them all effectively. Many of them might not be calm or might truly not understand your points and those are just some of the cases where mistakes start to happen.

Topics: Customer Service Customer Support ticketing system, case management

Top Customer Support Challenges and How to Solve Them

In this era of instant gratification, where everything is just a click away, pleasing customers has become difficult than ever before. Digitisation has given the control in customer’s hands with easy access to information, and in the industry where almost every competing brand is offering quality products, Customer Service is now the key factor for consumers to choose a brand. Customer support is no longer just a cost center for the business rather it has evolved into a profit center because today an unsatisfied customer means lost business.

Topics: Customer Service Customer Support Omnichannel Customer Experience, Helpdesk

How to Delight Customers & Streamline Helpdesk Support with Smart Ticketing

Customer support is an integral and pervasive part of the business and it is crucial for the helpdesk support team to deliver the best service possible to customers. But this is easier said than done! Picture a day in life of a customer support representative (CSR) and imagine the level of stress that an overflowing inbox with support tickets can result and eventually hamper the work efficiency.

Topics: Customer Service Customer Experience Software Customer Support Helpdesk

IVR Solutions for Customer Service: Top 7 Benefits of using an IVR System

Automation is no more a differentiating factor, but has become a necessity in making customer service a success. One of the most common tools to achieve that is through an Interactive Voice Response (IVR) System. An IVR is an inbound solution to enable the customers to reach out to the organization for support, amongst other services. The customers can use the dial pad or get help through speech recognition. 

Topics: Customer Service IVR customer experience inbound Inbound Call Center ivr solution inbound solution ivr systems