When you're preoccupied with a workload coming from all directions, customer service needs commonly fall to the wayside. You might be aware of the issues, but taking action can slip through if you're overwhelmed by tasks. 

Offering around-the-clock customer service help is something most customers expect companies to provide. In fact, 75% of customers expect a resolution within five minutes when contacting customer support for help. 75% also rate fast response times as the highest factor in a positive customer experience. 

The idea that robots or artificial intelligence (AI) will start taking over human positions is now very real. Even the customer service industry is utilizing it to improve customer experiences. 

So you’ve finally decided to upgrade your customer service? Good choice, and congratulations!

The term “call center” can have a negative connotation — but why?

If you’re lucky, your business will run into growing pains. Growing pains typically mean you have too much business with too many tasks and not enough staffing power or processes in place to efficiently keep things running  The one department that gets overwhelmed during the growth of a business is customer service.

In an ideal world, customer inquiries are answered and problems are solved during the first contact with a business — but this is not always the case.

It’s no secret customer service is important in any industry, but as the e-commerce space continues to grow, it’s even more important in this space to offer a stellar customer experience.

There comes a time when every successful business owner hits a fork in the road when growing their business — deciding between hiring more in-house team members or implementing automations to streamline processes.

The first impression a student or parent has of your school should be an exceptional one — not an endless ringtone with no answer on the other end.