Boosting Your Customer Service Results With Live Chat [Infographic]


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How Can Customer Service be Monitored and Evaluated

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As products in a marketplace become increasingly similar, one of the few differentiators is customer service. To excel in this area, customer service must be maintained, monitored and constantly improved.

Businesses should always be looking for way to improve the customer experience and by listening to customers through the monitoring of their interactions, companies can make better decisions and refine their services and processes.

Monitoring you customer service can help you retain customers, allow agents to improve their skills and build strong client relationships that encourage repeat business.

Customer service monitoring should be considered as a strategic process and we've listed just a few of the many ways Fortifi Support helps you do this so you can make smarter decisions in your business:


1. SET AND MONITOR SLA'S

A Service Level Agreement (SLA) is an agreement between you and your customer that defines the level of service for the foreseeable future. You may have an …
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How to segment your email list for more opens, clicks and conversions

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Are you plagued with high unsubscribe rates and low click-through rates?

Your contacts are in completely different stages of your sales funnel so stop sending mass emails to all your subscribers and speak more directly and smarter to your customers by giving them information they want to interact with. 
Why should you implement segmentation techniques to your email campaigns:
According to research from DMA, "fewer than one in 10 marketers (9%) believe that all their emails are relevant to their customers". In the same report, DMA also found that what marketers believe their customers want compared to what they say they like to receive contrasts sharply, as shown below:

To segment your list effectively, you must: Have a good understanding of your audience Provide those audiences with exceptional content Provide a personalised experience.  The more information you can collect about your contacts, the more opportunities you will have to personalise your emails that deliver …
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6 Customer Service Events to Attend in 2019

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Even in the digital world, face-to-face events are still going strong in 2019. In fact, with the online world being forced into almost every aspect of our lives, we see people of today craving that human interaction with both people and businesses. Getting connected with people in your industry can get you far, as they say - "it's not what you know, it's who you know". Attending events allows you to network with hundreds, if not thousands, of other like-minded people who could be of great help to you in the future.

Whether you are looking to attend or exhibit at any events this year, we have picked out some of our favourites coming up this year that you should check out if you want to expand your customer service strategy in 2019:



Call Centre and Customer Services Summit

Bringing call center and customer service buyers together in one place for a two-day summit, the Call Centre and Customer Services Summit allows visitors and exhibitors valuable one-to-one business m…
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