Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
Do you Know your Customer Journey?
Customer journey mapping has become a bit of a trend lately, and you might be wondering whether it’s worth investing in or not. Take it from us - it is. As someone who cares deeply about the quality of your brand and your customer experience, knowing the buyer journey from end to end can be incredibly powerful. In fact, it can boost your customer satisfaction and retention in big [...]
The Best Kept Secrets of our Service Offerings
If you’ve heard about us in the past, odds are good that you’ve heard about our customer service and technical support services. We’ve become really well-known for these services, and are proud of our strong brand image. But we also have other services we provide for our customers, with great results, that are just as high quality and a little lesser-known. One of these is our content moderation service. [...]
Why Great Customer Service Means Being Everywhere at the Right Time
We’ve all heard someone say that good customer service means “the customer is always right.” But many managers and CEOs come to learn that this mindset, while well-intentioned, is sometimes flawed. For example, what should a good leader do when caught between employees vs. customers? This type of business conflict can be especially difficult to navigate, so here are some business leadership tips to help you out. [...]
Just Because your Industry is Highly Regulated Doesn’t Mean you Can’t Create a Stellar Customer Experience
As every company in the European Union is well aware, the General Data Protection Regulation (GDPR) laws came into effect in May of this year. Along with it came some pretty stringent requirements around communication, security, and compliance. If you’ve felt the weight of these regulations as so many businesses have, you might be frustrated by the impact it’s having on your customer service experience. Even if your business [...]
Put the Human Back in Customer Service
In any business, regardless of industry, customer satisfaction is crucial to success. Without happy customers, repeat revenue becomes all but impossible, and without sales, an entire company can quickly crumble. There are many factors that fall under the customer satisfaction umbrella, but a well-trained, personable customer service team is one of the keys that can make or break whether a one-time customer becomes a repeat customer. Some modern solutions [...]
Who Wins When Games Get Mentioned on Social Media
In its latest U.S. Gaming Trends report, Adobe highlights the enormous potential of the industry. The Adobe Digital Index (ADI) analyzed gaming visits, revenue, and social media stats for major game titles in 2015, with some surprising results. With gaming visits increasing in frequency, up by 8% year-over-year, events such as Electronic Entertainment Expo (E3) and the chance to pre-order games before their launch are driving social engagement to new heights. [...]
3 Proven Tips for Every CEO Scaling their Business
How do you scale a business's growth? 3 Tips As the CEO of a startup, you’re probably all too familiar with the statistic that more than half of businesses fail in the first four years. This can be a sobering realization, but it can also be a call to action. If you’ve gotten your startup through the first few years of business growth, you’re doing really well. But in [...]
How to Repair Online Reputation? 3 Simple Solutions
How to fix online reputation? 3 Solutions There’s no question that the Internet age has given businesses a wealth of opportunities in terms of marketing, customer reach, and much more. But there’s also a flip side to this equation that isn’t so positive. With so many digital channels to choose from, disgruntled customers (or competitors that feel threatened by you) can discredit your company online and weaken your reputation [...]
3 Ways to Boost Mobile Operator Customer Service Experience
Mobile operators around the world are searching for market differentiators. In a time when mobile network quality, device availability, functionality, and pricing are directly comparable across markets, not even advertising or branding campaigns can change customer perceptions. The struggle for differentiation means that service providers are placing a great deal of focus on customer retention. This has led to the mobile industry to adopt new Customer Experience Management (CEM) [...]
The Banking Industry and Customer Experience in the Age of Fintechs
Whatever part of the banking industry you fall into, there’s no denying the relevance of - and ongoing conversation around - fintech startups. Definitions of fintech can vary, but what all fintech share is that they’re “businesses that aim at providing financial services by making use of software and modern technology.” These rapidly emerging companies compete directly with banks and credit unions, and in 2017 received $13.7 billion in [...]