Gemma Baker
Communicating Effectively with Customers
Customers are the bread and butter for any organisation, whether selling to or supporting businesses or individuals, communication is vital between both parties. See below the tips for effective communication with customers both physically and digitally: Listen Actively There is a difference between hearing someone,…
What Love Island Can Teach Us about Customer Retention
Love it or hate it, Love Island is currently dominating our screens. And whilst most would struggle to take away an educational lesson from the entertainment program, there is one thing we can look more closely at, the villas residents’ behaviour towards one another. Recently...
Are Consumers Really Hanging up on the Telephone?
ContactBabel’s report UK Contact Centres: 2017 - 2021 shows that ‘telephony volumes will decline to around 64% of total contact centre interactions by 2021’. With these figures decreasing year on year, why are consumers still hanging onto the telephone? As the digital age continues...
Making the Checkout Process Easier
Amazon has confirmed locations for their new Amazon Go stores that will be checkout free. Chicago and San Francisco follow their flagship shop in Seattle that opened in January 2018. The stores work by consumers downloading the app, which they must scan before entering...
Capitalise on Consumer Spending Trends This May
Source: Shutterstock The May bank holidays are just around the corner for UK residents. This means many consumers will be looking to snap up best deals online without having to leave the comfort of their homes, therefore your website will need to be ready to...
Can You Provide Great Customer Service Without Being Attentive?
Recently sitting in a cosy Portuguese restaurant, the place was at full capacity with around 30 diners and 3 staff serving. As a table of 6, one of the larger parties within the restaurant and 20% of their customer base we expected around 60%...
Improving Online Business with Web Chat Software
Organisations with a web presence will be constantly looking for ways to improve their business. Satisfying more visitors will lead to achieving higher conversions, whether this is making a sale or booking an appointment or demonstration etc. Web chat software has a higher customer satisfaction...
The Secret to Customer Retention: Make Friends Not Just Customers
We have all had an experience with a company where at that moment in time, you want nothing more than to slam that door and never think of them again. But it’s in the majority of those cases that the company starts to dig...
Why Web Chat Systems are so Much More than Facebook Messenger
Facebook has been pushing messenger for customers to be able to connect with a business to get their questions answered. Users of Facebook are familiar with the system and can contact an organisation as easily as they can communicate with friends. However, messaging businesses via...
Will Facebook Change Consumer Opinion on Video Chat Customer Service?
In five years’ Facebook will “probably” be “all video”, reported Facebook’s Head of Operations in Europe, the Middle East and Africa, Nicola Mendelsohn. She commented “we’re seeing a year-on-year decline of text… If I was having a bet I’d say: video, video, video.” ...