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How to Outsource Back Office Operations the Right Way

From data entry to payroll to admin and more, there are likely several tasks that are draining your resources when you could be focusing on core competencies instead. While these types of back office functions are certainly important, spending too much time and money on them isn’t conducive to keeping up in today’s competitive market.  According to a 2016 ADBI report, common challenges among…


How to Outsource Customer Support The Correct Way

What influences buyer trust the most? The answer is customer service. Businesses that provide outstanding support retain more customers and extract additional value from every interaction. With the demands and expectations of today’s consumers, going the extra mile is non-negotiable. Things to Know Before Outsourcing Customer Service But what if your core competencies lie elsewhere? Some…


10 Customer Service Phrases You Should (And Shouldn’t) Be Using

Customer service is all about knowing what to say and how to say it. That is, somewhat ironically, easier said than done.  One thing that can certainly help is bringing more consistency to your interactions. Repeatable phrases are your best bet. Using the right ones can help you convey information in a warm, concise, and genuine manner. They can also give you something to lean on in difficult…


Auto-Reply Email Sample: A Customer Service Autoresponder Template

There’s nothing more meaningless and ineffective than a robotic autoresponder email. It reduces your customer to a ticket number and makes them feel like you see them less as a person and more as a data point. That’s not particularly conducive to your relationship - especially if the message is responding to a request for help.  But unless you have the time to handcraft every single email without…


4 Response Templates for Tricky Customer Service Emails

The last thing your customers want to receive is an automated message devoid of any life. It’s upsetting and sometimes even offensive, especially if it doesn’t get to the heart of the problem. But as much as you’d like to hand-craft every email to perfection, there’s seldom enough time. Too many customers are waiting for you to tend to their needs.  When you’re walking on eggshells, which is…


How to Talk to Your Customers

Ensuring that the way you communicate with customers is thoughtful, meaningful, and delightful can make a world of difference. Every conversation is a chance to represent (or misrepresent) your business. What you say and how you say it will influence your relationships and determine how your brand is perceived.  So, what makes for an effective interaction? The first step is to avoid formalizing…


Customer Service Quotes Database

As anyone who’s worked in a customer service position will tell you, staying motivated isn’t always easy.  Most of your interactions are with people who aren’t in the best of moods. Maybe the customer has a problem that there’s no immediate solution to and you have to tell them the bad news. Perhaps they had a negative experience and feel the need to take it out on others. Some people are just…


Pros and Cons of Outsourcing Customer Service

When it comes to your customer service, should you let an external provider take the reins?  Now seems to be the right time, especially with the proliferation of local companies that are staffed by specialists who can provide the level of familiarity customers expect. Developments in IT infrastructure have also made outsourcing a more practical and affordable solution.  These changes address many…


25 Fun, Quirky and Memorable Customer Appreciation Ideas

Do you appreciate your customers? After all, they’re the lifeblood of your business. Chances are that you show your gratitude more than once per day. And if you work in customer service, that number is naturally much higher.  But customer appreciation isn’t a one-off gesture; it’s a continuous engagement that keeps a positive feedback loop alive, leading to improved retention and referrals rates.…


Benefits of Pre-Sales Support

So, what exactly is pre-sales support? If you’re selling your products online or you have a complicated sales process, you can consider it imperative. But it’s also something any business can benefit from, as pre-sales support helps with obtaining, assisting, converting, and keeping customers.  It’s all about ensuring that a prospect has the facts they need to click the buy button. By developing…