Keep Customers Coming Back With the Surprise and Delight Technique
Surprise delight technique

Keep Customers Coming Back With the Surprise and Delight Technique

Loyalty cards broke my wallet. My favourite leather wallet blew out under the pressure of these credit card lookalikes, so I decided to take a more prudent look at where my loyalties truly lie. The result? My five-minute wallet audit led to me finding a new home for six loyalty cards – the bin. I …

8 Reasons Why You Should Sell on Walmart Marketplace
Sell on Walmart Marketplace

8 Reasons Why You Should Sell on Walmart Marketplace

Guest post by Ruth Castillo from MerchantSpring Walmart Marketplace isn’t a brand-new eCommerce platform. It has existed since 2009. However, it did not have the same level of popularity as Amazon, eBay, and other sites. That is until Marc Lore took over as CEO of the platform. Walmart has made some significant strategic acquisitions and …

12 Customer Service KPIs to Track Support Goals
Customer Service KPIs

12 Customer Service KPIs to Track Support Goals

A famous quote from American retail magnate Sam Walton, founder of Walmart, says: “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” This is an excellent illustration of why, as any customer service professional knows, the focus …

10 Tips to Improve Customer Service on Instagram
Customer service on Instagram

10 Tips to Improve Customer Service on Instagram

Over the past few years, Instagram has been steadily growing as a place for brands to target their customers. There are now more than 25 million brand accounts using Instagram, and over 80% of Instagram users follow at least one brand account. Did you know that 80% of customers engage with brands on social media? …

10 Ways to Develop a Customer Service Mindset
Customer service mindset

10 Ways to Develop a Customer Service Mindset

Providing excellent customer service can be a juggling act: you have to balance customers’ needs against the possible solutions and know-how to take the best course of action in each situation. It’s not an easy role, but it is an incredibly important one, especially when you consider that a customer service representative is the ‘face’ …

What is Automated Customer Service? (Examples, Pros and Cons)
Automated customer service

What is Automated Customer Service? (Examples, Pros and Cons)

Automation is everywhere. What started with assembly lines in the manufacturing space has now moved into knowledge-based work involving digitisation and data, such as marketing and customer service. This means that whether physical or intellectual, many tasks that were once time-consuming can now be automated for a better result – and customer service is no …

8 Mobile Commerce Trends That Will Dominate Through 2021 and Beyond
Mobile commerce trends

8 Mobile Commerce Trends That Will Dominate Through 2021 and Beyond

Mobile devices like smartphones and tablets offer you the convenience of buying and selling things at the click of a button. Mobile commerce is an eCommerce category that has quickly gained popularity owing to the ease of transacting. In 2021 specifically, mobile commerce sales are expected to capture a 72.9% share of the total retail …

9 Best Customer Service Tools for Your eCommerce Business
Best Customer Service Tools

9 Best Customer Service Tools for Your eCommerce Business

Today’s customers have a number of different ways through which they can contact your business for help and questions, such as phone, email, live chat and social media. For any high-growth business, having a strategy to deal with these different customer communication channels is the cornerstone of any omnichannel customer service programme. But, with so …

How to Use Facebook Messenger for Customer Service
Facebook Messenger Customer Service

How to Use Facebook Messenger for Customer Service

Most modern brands realise that it’s essential to be active across the digital channels where their customers are most present. While social messaging has been on the rise for some time now, today more than 2 billion people worldwide use social messaging apps to connect with others online. Facebook Messenger, in particular, sees 1.3 billion …

Why Online Sellers Must Pay Attention to Their Net Promoter Score
Net Promoter Score

Why Online Sellers Must Pay Attention to Their Net Promoter Score

Are your sales figures falling and you’re struggling to figure out why? Or are you simply looking for new ways to get ahead of the competition? Much like an iceberg, 90% of how you are actually performing can’t be seen and is below the water. So how can you better understand how you are performing …