Traditionally, businesses have followed a reactive approach, responding to issues only after they occur. Customer service has often been about solving problems rather than preventing them. But today’s…
AI-powered customer experience is changing the narrative of customer service as a cost center. Recent case studies show that incorporating AI agents into customer service can improve your…
Earlier this year, Zomato, a leading Indian food delivery company laid off 600 of its customer support staff, within just a year of hiring them. Unfortunately, they are…
In 2024, McKinsey estimated that generative AI will become a part of 50% of the existing customer operations infrastructure, resulting in over $400 billion in increased revenue. As…
With the new-age digital-first business culture, virtual call centers and call center automation are two of the robust customer service solutions for the new age. A virtual call…
Enterprises like Doordash receive over 40,000+ customer support calls per day. This volume is an operational challenge. Most businesses mitigate this by offshoring calls to a third-party contact…
Till now, if you called a business to connect with their customer service, the standard response was, “Press 1 for…” And after you spent three minutes trying to…
The average call center handles around 4400 calls/month. Usually, these calls last around 3 minutes and 35 seconds. As a Customer Service Director, you’re expected to understand and…
Chatbots are one of the big technologies pushing customer service forwards. It’s easy to see why. They promise an even playing field for brands, where everyone can offer…
You’ve been there, waiting for a support response, repeating your issue, hoping someone figures it out soon. Traditionally, businesses relied on reactive customer service, which is waiting for…