Blog

What causes a bad customer experience?

Acquiring a new customer can cost five times more than retaining an existing one. And what do you think has the biggest impact on customer retention? Customer experience, of course.  What exactly does this mean? What actions should you avoid if you don’t want to lose customers? Find […]

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What kind of customer service do today’s consumers expect?

Customer service is changing very fast. It has been known for a long time before the pandemic, but now these changes are taking place at a dizzying pace. What could have been called expectations until recently is now a necessity for most companies and their clients. What standards […]

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Automated customer service – is it only about chatbots?

54% of consumers worldwide admit they currently have higher customer service expectations than just a year ago. Today, no one any longer doubts that advanced automation can help meet these requirements. However, you can get the impression that in many companies automating customer service means adding […]

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9 reasons why your consultants should write to your Clients

The problem of every hotline is the need to shorten service time in order to serve as many customers as possible per unit of time. Text-based customer service is becoming increasingly popular. The problem is often the efficient handling of queries sent through different channels. Many times the […]

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Case study — How to become a business development virtuoso with artificial intelligence

Chatbots have been used for years in the field of customer service. Implemented with greater or lesser success, they try to relieve consultants on the first line of contact with customers. Many times, poorly developed on a strategic level, they deter customers who are reluctant to return to the […]

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Lockdown 2.0: How to prepare for the second wave of coronavirus

There are two types of people – those who were happy to return to their offices and those who would like to continue working remotely. For some – normality has returned, for others – „normality” will not return for long. A good manager plans in advance and should be […]

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Chatbot vs. AI Busters – it’s about intelligence

Chatbots – like the „mobile year” in marketing – have their mythical place in customer service structures. Chatbot is a computer program, whose task is to conduct a conversation between the user and the computer. The simplest chatbots use a block diagram and are based on ready-made scenarios of […]

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Consumer transformation and how to adapt to it

The coronavirus pandemic has made most of the consumer behaviour analyses focus on comparing people’s behaviour before and after the pandemic. The reports include behavioral analyses, values, priorities and changes in behaviour and decisions of buyers of goods and services in a changing reality. This is […]

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Experienced consultant = white whale?

Many managers have noticed how difficult it is to manage teams after switching to forced remote work. Task distributing, mentoring, ongoing communication, caring for the needs of the teams and even analyzing the results became more difficult, not only because of the change of working mode. Managers […]

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Communication with customers can always be better

That title sounds like truism? For many customer service managers it definitely does. There is always room for improvement of the quality of service and optimize work to achieve the highest possible results. Budget and personnel issues are a limitation – outsourcing of BOK employees is often […]

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