Customer Support Omnichannel customer service: 4 best-practice tips What exactly does omnichannel customer service mean, and what benefits can businesses receive by using an omnichannel strategy? This post will help you get a better understanding of omnichannel support and give you some tips on the best ways to implement it in your business.
Customer Support First Call Resolution: what is it and how do you measure it? For customer support teams and call-center staff, resolving customers’ issues quickly and efficiently is key. To ensure that their teams achieve this, one of the metrics a company should measure is First Call Resolution (FCR).
Guides What is an open API and how does it work? Even if you’ve never heard of APIs, you’ve almost certainly used them. But what exactly is an API? What’s the difference between an open API and other types of API? Most importantly, how can you use open APIs to improve the product or service you offer?
Customer Support What Is Average Handle Time (AHT), and How Can You Improve It? If you spend any time dealing with customer queries, you’ll have heard of Average Handle Time (AHT). This article will help you define exactly what AHT is, why it’s so important, and how you can improve it.
Best Practices Calling inside the chat: best practices Our integrations with live chat platforms, like LiveChat and Intercom, have provided businesses with an entirely novel way to interact with their users. We enabled a seamless transition from a written conversation to an audio or video call directly inside the chat widget with just one click.
Industry news New trends in voice communication for businesses With all the different channels available, I’m often asked whether voice communication is still important. While traditional phone calls are typically associated with slow response times, the latest digital solutions for voice chat make it possible to respond instantly.
Best Practices How to Grow Customer Engagement in 2021 Standing out in today’s crowded marketplace is challenging for any business. New competitors can appear without warning, trying to steal away your customers by promising a cheaper or superior product.
Customer Experience Customer Retention Strategies for 2021 As budgets were slashed and priorities changed during 2020, getting new customers suddenly became a lot harder. People are looking for the best possible deal, and customer retention is no longer just a smart strategy; it’s essential.
Sales What is a Conversion Funnel and How Can I Build One? Businesses need paying customers, or they won’t stay in business for long. Every customer has to go through several stages before they make a purchase. To understand that journey, you need to know about conversion funnels.
Customer Experience Net Promoter Score: What Is It and How Do I Measure It? For businesses to succeed in the long-term, they need to make customer care a priority. Happy customers are more likely to be loyal customers. There’s an increased chance they’ll buy from you again or refer other customers your way.
Sales The Best Ideas on How to Increase Sales Whether you’re a start-up or an established business, there’s nothing like a global pandemic to put you under more pressure to build your pipeline, talk to more leads, and improve sales.
Product News What is Click to Call? Click to call refers to the ability for a person to click on a phone number, link, or button and make a real-time voice call.
Customer Experience How did we add a calling feature inside the LiveChat widget. Written communication, and chat, in particular, is really a great channel to help and guide existing and potential customers. However, in some situations adding a voice channel possibility inside the chat could really enhance the experience.
Customer Support How to save up to 70% on phone support? 2020 is already a very different year for all of us. For the past couple of months, companies all over the world have been trying to take their business online and find new, more effective ways to connect with their customers.
Customer Support Smart customer support software for seasonal business SnapCall isn’t a phone system. There is no possibility to call if agents aren’t available, so there are no lwaiting times and customers don’t sit in a queue for 30 minutes.
Webinars Handling complex customer support situations with VoIP business phone system Most customer queries cannot be solved straight away. How do experts from Azimo, ClickFunnels, and Zendesk handle this?
Webinars Respond more effectively to customer complaints with phone support Customers really want a fast response time, and a call is really fast. This makes customers satisfied and overall it creates better customer experience and reduces customer complaints.
Customer Support How to manage customer support for important calls only Managing inbound call volume with Snapcall is easy, once you know which customers you want to offer phone support and how often they might be in touch with you.
Customer Experience Webinar: Managing a high-volume of inbound customer calls Manage inbound call volume using Snapcall. Forecast the number of customer support calls you may receive by managing who can and cannot call, within your site or app.
Phone Support Which customer queries are best handled by phone support? Customers who speak with someone feel reassured that there’s someone on the other side that is going to find a resolution for their problem. But which queries are better to handle through phone support?
Phone Support Webinar: Do customers prefer phone support? Do you offer phone support? Should you? Customers see voice support as a huge added value. Find out how to manage call volume and deal only with important calls.
improve customer experience Webinar: When is phone support the best option for customers? In this webinar, in conjunction with the Zendesk Support Driven community, we discuss how SnapCall integrates with Zendesk and helps control your call volume.
Phone Support No customer support: phone vs live chat and email. In the age of customer experience first, less businesses than ever offer customer service through phone support. Why? And what should you do in your business?
Customer Experience Improve customer service: learn from the 3 all-time worst examples. We’ve all experienced bad customer service, but here are three of the worst examples of all time. Plus some tips to avoid such a horror show with your customers.
How to increase your website traffic using Google Analytics? There are plenty of tips on how to increase the number of customers coming to your website. However, we all know there's no magical recipe to create a marketing strategy that would make
