When customers need to get in touch with a business, they usually send an email to a generic email address such as info@something or support@somethingelse and receive an answer from the same address instead of an individual user. This single point of contact is usually run by a delegated team, who monitor and answer questions […]
Once upon a time (like about 25 years ago, when social media was not invented and multichannel help desk meant “the chatty owner of a market stall”) there was an unsatisfied customer. Let’s call her Rapunzel. Rapunzel bought a shampoo from a store but upon arriving home, she found out that it had salt in […]
What is a Team Inbox? Team inbox is basically a shared inbox that is reachable by multiple individuals. These inboxes are usually administrated by a team. This way not only you but every team member can see all new notifications about your business and monitor them in one place. Some shared team inbox solutions may […]
If you’re applying for a customer service job or a position where you need to actively communicate with consumers, the customer service interview question and answer examples on this blog are sure to make this process easier. Throughout the content, you will find questions for practice. With practicing, you can complete the interview without a […]
Social media has evolved into a new concept of engagement. When we talk about social media, it is impossible to not mention engagement. What do we have first? Kevin Systrom’s photo of a stray dog sitting near a taco and Jack Dorsey’s first tweet of “just setting up my Twitter”. Now we are in an […]
Thanks to (or maybe because of) the technology, we don’t want to wait to get what we want anymore. People were used to waiting in the past, but now everything has become much simpler and quicker. The same goes for customer service. Sending emails, waiting in queues, and staying on hold while speaking to a […]