How to Use Facebook Messenger for Customer Service
Facebook Messenger Customer Service

How to Use Facebook Messenger for Customer Service

Most modern brands realise that it’s essential to be active across the digital channels where their customers are most present. While social messaging has been on the rise for some time now, today more than 2 billion people worldwide use social messaging apps to connect with others online. Facebook Messenger, in particular, sees 1.3 billion …

Why Online Sellers Must Pay Attention to Their Net Promoter Score
Net Promoter Score

Why Online Sellers Must Pay Attention to Their Net Promoter Score

Are your sales figures falling and you’re struggling to figure out why? Or are you simply looking for new ways to get ahead of the competition? Much like an iceberg, 90% of how you are actually performing can’t be seen and is below the water. So how can you better understand how you are performing …

The Ultimate Guide to Customer Feedback in 2021
Customer feedback guide

The Ultimate Guide to Customer Feedback in 2021

As a business that sells products or services to customers, it’s a given that your customers will talk about your company or brand. It’s only natural that after making a purchase, they’ll have an opinion about whether the transaction was a positive or negative experience and whether there is room for improvement. Listening to your …

BigCommerce vs Shopify: Which Should You Use?
BigCommerce vs Shopify

BigCommerce vs Shopify: Which Should You Use?

Choosing an ecommerce platform for your business can be tricky. There’s so much choice out there and comparing features such as templates, looking at benefits and pricing can be overwhelming. Two of the big names in the ecommerce arena are BigCommerce and Shopify. Both are browser-based (no software) website builders that enable you to sell physical …

10 Ways to Get Online Reviews for Your Business
Get online reviews

10 Ways to Get Online Reviews for Your Business

Online reviews have never been more prevalent than they are today. Just take one look at the popularity of review websites such as TripAdvisor, Amazon and Which?, and you’ll see that their influence is immense. There’s no denying that online reviews are an important part of the modern customer journey. Naturally, every business wants good …

10 Tips for Creating the Best Customer Experience Strategy
Customer experience strategy

10 Tips for Creating the Best Customer Experience Strategy

Customer experience is one of the most important factors in the success of a business. This is because offering a good customer experience leads to increased customer loyalty, redacted churn, and an increase in profits. In fact, research has shown that 86% of customers are willing to pay more for a better experience. That’s why …

Customer Service Chatbots: The Future of Customer Service?
Customer service chatbots

Customer Service Chatbots: The Future of Customer Service?

In customer service, nothing beats a personal connection. That said, there are some customer service tasks that can now be automated using new artificial intelligence technologies, in the form of chatbots. In fact, if you’ve ever used chat-based customer service, it’s likely it was with a chatbot – a software application that allows your customers …

Omnichannel vs Multichannel Marketing: What is The Difference?
Omnichannel vs Multichannel Marketing

Omnichannel vs Multichannel Marketing: What is The Difference?

The journey of a 21st century online shopper from their initial research to viewing and then purchasing a product is complex and difficult to predict. Before making a purchase, a consumer is likely to zig-zag across multiple shopping channels and platforms – from Amazon to eBay, via eCommerce stores and Facebook, using a desktop computer, …

The Art of Customer Appreciation and How it Can Help You Grow
Customer Appreciation

The Art of Customer Appreciation and How it Can Help You Grow

“The customer is always right” is an old customer service adage we’ve all heard countless times. It can come across as a bit of a cliché, but it means a lot more than just observing basic customer service principles. It reminds us that customers are the lifeblood of every business; that is, without customers, you …

11 Customer Experience Metrics You Should Be Tracking in 2021
Customer experience metrics

11 Customer Experience Metrics You Should Be Tracking in 2021

If you’re a customer support professional, your number one priority is providing an excellent customer experience. But even if you think you’re winning at customer experience, it’s essential to put some formalised key performance indicators in place (KPIs) so that your evidence isn’t just anecdotal. Using the right customer experience metrics will provide the insight …