What A Phone Call Can Deliver That Email Can’t (Part II)

In the last blog post, we took a close look at the effectiveness of a phone call versus email, and whether one has a faster resolution time than the other or delivers better customer service in the long run. After examining both methods of communication, we determined that delivering top-notch customer service depends on how…

Read More

You May Be Hearing Your Customers, But Are You Really Listening?

Stephen R. Covey, the inspirational businessman and author of 7 Habits of Highly Effective People, once said, “Most people do not listen with the intent to understand; they listen with the intent to reply.” That’s an important distinction, particularly if you work in the telecommunications industry like we do. It seems so simple—just stay quiet…

Read More

Have You Calculated The Cost Of Bad Customer Service?

According to a report in Forbes magazine, businesses are losing billions of dollars in revenue due to poor customer service alone. For example, in 2016 businesses lost an estimated $62 billion from poor customer service, which was up $20 billion three years prior. Estimates for lost revenue are projected to be even higher in 2018.…

Read More

Pros & Cons Of Automating Vs. Answering Your Calls

Phone calls are no doubt a critical part of connecting with customers in order to run a successful business. But when answering calls becomes too time-consuming, business owners begin to look for alternatives to help them manage their call volume so they can focus on other important work tasks. Typically, business owners debate about whether…

Read More

Will Chatbots Replace Answering Services In The Future?

There’s no question that technology is changing the world on a daily basis, often in ways we’re not even aware of. This is true to an extent when it comes to customer service. Answering services are still at the forefront of delivering prompt customer service, but is it possible that technology applications like chatbots will…

Read More