Many organisations choose to outsource some or all of their customer service provision, and the question of when to outsource is critical. If your business is ready outsourcing can offer a host of benefits, allowing companies to reduce costs, optimise productivity,...
Making the decision to outsource your customer service isn’t one to be taken lightly. It’s important to outsource for the right reasons and to the right partner All-too frequently, a potential partner receives inbound enquiries from companies that want to launch an...
Customers interact with brands so differently today, thanks largely to the internet and mobile devices. Their willingness to self-serve is a case in point, with a recent Forrester post citing that two-thirds of customers saying that valuing their time is “the most...
In today’s digitally-focused world, customers are largely going online first to resolve a problem or find information about a product, service, or brand. In response to this, companies are publishing significant volumes of content to meet customers in that part of...
Victoria Georgalakis, Senior Vice President, Global EMEA Region We all know how important customer relations is but… A Gladly 2018 Customer Service Expectations Survey found that, of almost 1,000 consumers polled, 92% say they would stop purchasing from a company...
As a company grows, it’s vital that its customer support team grows, too, otherwise it risks delivering a less than satisfactory service and damaging its brand reputation. Because high-growth companies are, by their very nature, young, dynamic businesses, they may not...
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