Devin Pickell

Live Chat: Benefits, Use Cases, and Best Practices for Today’s Businesses

Today’s customers prefer live chat for a variety of reasons. Some appreciate the ability to multitask while chatting. Others feel live chat is quicker and more efficient than a phone call. When asked about using live chat versus email versus social media to contact...

4 ways small businesses can improve their customer service strategy today

Creating a great customer service strategy is more important now than ever before. It’s not just the fact that 89% of consumers have switched to doing business with a competitor after one bad customer service experience, and a recent study from Hiver found that...

How to Structure Your Demand Gen Team (+13 Roles to Hire For in 2021)

Leads, leads, leads — everyone wants more leads. And, businesses truly value teams that can bring in a steady stream of fresh, qualified leads. A function that focuses on the full-funnel lead journey and passes on MQLs and PQLs to sales. They have a...

6 Ways to Support Your Remote Customer Service Team in 2021

The New Year is here, but there’s a good chance your teams are still working remotely. The COVID-19 pandemic is still relevant and vaccines will be slowly rolled out throughout the year, thus, permanent remote work is expected to double in 2021. If your business...

3 Ways Customer Service Expectations Have Changed in 2020

The phrase “new normal” has become this year’s cliche, however, it’s a great way to define the changing landscape of customer service. More customer service reps find themselves taking calls and resolving issues away from the office as more businesses adopt remote work policies. More...

3 Ways VoIP Can Improve Your Customer Service This Holiday Season

The holiday season is nearing, and with in-store shopping limited this year due to COVID-19, you can expect e-commerce transactions to soar. With more digital transactions comes more customer service interactions. We know that at least 40% of customers prefer to call a business regarding...

New Posts

CustomerThink