Category - Customer Service

[Infographic] ‘Channel’-ing Your Customers Expectations

A look at the channels your customers are on, how long they’ll wait for service on each, and their expectations when it comes to their experience between them.

“Does anyone use the phone to make phone calls anymore?” 

According to our 2019 Customer Expectations Report, the answer to that is a resounding yes, with almost 3 in 4 consumers reaching for their phones when looking to companies for support.

But despite the enduring popularity of the phone, overall usage of phone support has dipped 7% since 2017. Instead, consumers are generally living their best multi-channel life, using an average of 3 channels to reach out to companies. Read More

Customer service chatbots help reduce product returns

In previous years, Azumi Mobile was overwhelmed with customer calls after the holiday season as users attempted to return smartphones. This year, chatbots helped address that issue.

Alex Cardenal’s numbers looked good even before the holiday return season officially wrapped up. Near the end of January, the chief sales officer at Azumi Mobile said fewer phones were being sent back, questions about products were being resolved faster and call deflection rates were excellent.

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