Tag: Customer Service

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Customer Service
Beyond Business Hours: 5 Best Practices for Shifting to 24/7 Service [Minus the Extra Cost]

“Sorry, our agents are currently unavailable” is an all-too-familiar message that no customer wants to hear. Unfortunately it is one that customers often encounter when trying to connect with a business outside of ‘regular’ business hours, such as on weekends or holidays. In today’s fast-paced world where customers demand round-the-clock service, this scenario lowers overall… Read more
SAP
Supercharge Your SAP with CommBox for Effective Customer Communication

SAP has long been one of the leading ERP systems across industries and organizations. Using SAP means you’ll be able to manage your business more efficiently and effectively. However, SAP was not built as a customer communication platform, nor does it try to be one. Like any other management system, it needs to supplement its… Read more
Generative-AI
Generative AI: Redefining the Equation of Volume-Cost in Customer Service

In the world of economics, there are fundamental principles that we rarely question or debate. We accept, without hesitation, that the forces of supply and demand influence prices, that money holds value, and that economies of scale can drive down the cost per unit. These principles form the bedrock of economic understanding. But what about… Read more
Customer Service
CommBox Recognized as Leaders and High-Performers in the CX Market by G2

We are honored to announce that CommBox has been recognized by G2 as a global leader in CX, thanks to our customers and the positive reviews we received. Read more
Self-Service
CX Redefined: Evolving Beyond Self Service to Business Messaging

Why It’s Time to Move Beyond Self Service Timing is everything when it comes to connecting with your customers. Customers today have a lot less patience and if your self-service site or app does not answer their questions within a few seconds, you’ve lost them forever. A bad self-service user experience can leave a customer… Read more
Call Center
How to Solve Your Call Center’s Agent Shortage in 5 Simple Steps

If you’re managing a call center or leading a customer service team, an agent shortage is probably one of the top 3 challenges keeping you up at night. Instead of focusing on strategic business initiatives, you find yourself stuck in the non-stop operational wheel of hiring, training, and retaining your service agents. At the same… Read more
Customer Experience
5 Causes of Excessive Customer Churn and How to Handle Them

Acquiring new customers will always cost more than keeping the ones you already have. Not to mention that upselling products to your existing customer base is much easier. That said, growing and keeping a loyal customer base is key to achieving success. This translates to reducing customer churn as much as possible. But that’s often… Read more
Customer Service
Startups: How To Choose The Right Customer Service Channel

Business plans, advertising, sales pipelines, fulfillment… when you start a new business, there’s a lot to think about. But behind the buzzwords – the metrics, the math, the marketing – there’s one good, old-fashioned principle that underpins every successful business in the world. Customer service. Because keeping your customers happy isn’t just good for your karma. It’s good… Read more
Google Business Messages – The Complete Guide

Google has recently released a new customer communication channel called Google Business Messages. This unique channel allows consumers to converse with businesses and organizations directly from Google Maps or search results while enjoying a seamless experience. And there’s a lot more to it. In this guide, we’ll discuss the very basics of Google Business Messages… Read more
What is a Customer Journey Map and Why Do You Need One?

Do you know what your customer’s journey looks like? If not, you need to create a customer journey map. A customer journey map visually represents how customers interact with your brand. It shows the different stages of the customer’s experience, from when they first hear about your product or service to when they become a… Read more