3 things upset customers don’t want to hear
Trying to calm customers down? It can make things worse. When an upset customer contacts you to sort out their problems, you fight an uphill battle. If your customer service…
Stop apologizing to your customers. Start advocating.
Should a customer service agent apologize when things go wrong? Here’s what our research found about what happens every time an agent says “I’m sorry.” Your customer calls, irate about…
How Tethr helped uncover the secret reasons for lost sales: Q&A with Matt Dixon and Ted McKenna
Tethr helped uncover an unforeseen reason many deals fail to close – and showed how top performers overcome obstacles to get sales across the finish line.
In the forthcoming book, The JOLT Effect, see unexpected obstacle the research uncovered – and how top performers overcome it.
Customer disappointment: How to track it and prevent it
Disappointed customers? Here’s how to know if you aren’t delivering what your customers expect and 3 areas to focus on to stop it. Imagine you buy a new luxury vehicle.…
Can automation improve customer service? Here are 6 ways it can.
Wondering how to automate customer service tasks? (Or even if you should) We’ve identified six areas where automation can improve your customer experience – without making it impersonal Of all…
You’re confusing your customers. Here’s how to stop.
Customer confusion and how you can use AI to prevent it Customer confusion can derail sales, complicate normal business transactions, and leads customers to misuse your product (or stop using…
Customer loyalty in recessions: In economic downturns, what happens to your customers?
3 reasons to prioritize customer loyalty now All eyes are on the economy – including your customers’. With inflation increasing at record rates, interest rates rising, and the consumer confidence…
We used AI to identify $100k+ savings for contact centers
Our new feature, Root Cause AI, analyzes the reasons behind long AHT and finds ways to save operational costs How can you reduce operational costs at a call center? Historically,…
Let’s stop telling customers we can’t solve their problems
Is it common to have customer service agents who are powerless to help your customers – and can it be avoided? Customer support agents should fix what’s broken. But sometimes,…
5 mistakes companies make with chat support
Do you offer live chat support or want to offer customer service chat? Make sure to avoid these pitfalls Adding chat support – or switching completely to chat support from…