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When customers drop a call while waiting to get connected to an agent, that call is considered as an abandoned call. Whatever may be the reason, abandoned calls leave a negative impact. A higher rate of abandoned calls means a greater number of dissatisfied customers. The rate of abandoned calls is an important performance indicator, […]
They say: “Don’t fix it if it ain’t broke.” Taking a reactive approach, when it comes to customer service, is one of the biggest mistakes that companies make. Companies have, for long, lived with the notion that customer service is essentially the process of responding or reacting to a customer’s requests. However, this couldn’t be […]
In the present-day world, ways to reach out to a customer are aplenty. They’re also over-exploited. With the mass of marketing information being exchanged every day, emails have begun to lose their impact. Traditional routes such as calls, too, don’t always help smaller startups reach their target audience. What is one to do, then? Integrate […]
Scaling up a business is challenging—even more than starting up a new one. While exploring new markets and augmenting global presence are a few ways to grow a business, entrepreneurs often hesitate while taking the plunge into scalability. We get it–scaling a business is not a cakewalk. One has to take several risks and learn […]
Modern businesses require modern solutions. That’s why companies these days search high and low to find the perfect service to fit their needs. If you’re one of these organisations, you’ve indubitably come across different terms like VoIP and UCaaS; both are praised for their high-benefit, low-cost nature. So how do you make the choice? Considering […]
We live in such a paradoxical world. It has never been easier for brands to get discovered, for brands to advertise, market, get themselves out there, and simply get some conversation going. However, the easier the branding has become, the more difficult it is to get sales out of all this exposure. A free phone […]
The way we do business is changing. Gone are the days when staff members were expected to remain rooted to their desks in the office, cold calling; now clients and employees often work flexibly, while being on the move. COVID-19 has played an integral role in the migration to a flexible work environment. To survive […]
In recent times, business flexibility has become more vital than ever. The rapid, overnight changes in the scale, functionality and quality of work is a tough pill to swallow. Owners and staff alike are working in unprecedented conditions. But they all know one thing: this change will follow them in the post-COVID-19 world too. Adaptability […]
Now you can go global even from your backyard. Irrespective of your business scale, SIP trunks allow you to network like a pro. You can establish a local presence and rope in an international clientele with this simple service in place. With a wide range of exciting benefits, SIP networks can transform your traditional phone […]
Five years doesn’t sound that far away, but it is a long time in terms of customer service. If we think back to 2015, online customer service wasn’t as prevalent as it is today, and physical premises were still very popular. Social media had its place in customer service, but brands did not expect customers […]
In this era of steady digitisation across industries, cloud-based solutions like UCaaS and CCaaS have gained much-deserved prominence. These services offer a host of benefits while being cheaper to operate and maintain. Before we delve deeper into this set of comparisons, let us take a look at what exactly the two terms mean. What are […]
The quality of customer service your business delivers depends not only on how seamlessly your agents can resolve issues but also on the availability and precision of the services you offer. During this COVID-19 pandemic, businesses have been pushed to create a smooth remote environment for their employees. Therefore, it has become difficult to have […]
The world runs on numbers. That’s why it comes as no surprise that customer experience has also become largely data-driven. Rising user expectations demand more than just routine conversations from contact centers—businesses are under pressure to proactively gauge consumer needs and interests. To achieve this, you need to gather sufficient data about the target audience. […]
Customer service is more important now than it’s ever been. In a world of uncertainty, the experience you can deliver to your clients is what makes them hold on to you, now and for the future. There are plenty of ways in which you can invest in customer experience (CX)—for example, through a feature-rich cloud […]
We’ve come a long way from Alexander Graham Bell’s invention of the telephone. Over the years, a multitude of innovations has become critical to a firm’s operations. One such product is the softphone. This telephony system doesn’t even need a wired desk connection or a business phone device. It operates entirely on the cloud which […]
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