After many years in the industry, we have seen the most common mistakes companies make when outsourcing all or part of their customer service to an external supplier. Here are some of our tips on what you should consider: 1. Careful selection of a partner Choose a supplier with a strong track record and solid experience in the industry. …
Tips to consider when outsourcing customer service Read More »
Dagens kunder förväntar sig att bli informerade om allt som rör deras produkter och tjänster. Genom att proaktivt erbjuda relevant information vid rätt tidpunkt kan ert företag inte bara spara kostnader, utan också stärka era kundrelationer och bygga förtroende för ert varumärke. Med hjälp av smarta och innovativa lösningar kan ni effektivisera er kundservice och …
From reactive to proactive customer service: How to meet future customer expectations Read More »
Svenskt Kvalitetsindex (SKI) publicerade nyligen Sverigekollen 2023, en rapport som ger en överblick över kundbeteenden under det gångna året. I en värld präglad av kris och ständig förändring reflekterar rapporten över paradoxerna och utmaningarna som företag och organisationer står inför. Det som blir tydligt i rapporten är att svenska kunder ställer allt högre krav på …
Swedes have higher expectations of customer service Read More »
Receiving customer complaints is inevitable in any business. But instead of simply viewing them as problems to solve, smart businesses see complaints as valuable feedback that can drive improvements and foster customer loyalty. We have put together some concrete strategies to effectively handle complaints and take advantage of them to improve the overall customer experience. …
During major campaigns such as Black Friday or the Christmas rush, the number of customer queries also increases, ranging from returns and invoice queries to complaints. One way to ensure availability and gain more flexibility is to have outsourced customer service as an effective backup. In order to more smoothly handle an increase in volumes …
Secure your availability with outsourced customer service Read More »
It's soon time to change tyres, and with that, the intensive tyre season is kicking off. We at Responda Group help businesses in the automotive and workshop industry streamline their customer service by outsourcing functions such as workshop bookings and back office. Digitalisation and societal changes are driving an ever-increasing rate of change in consumer behaviour …
Effective customer service for the automotive and workshop industry Read More »
There are several KPIs that are important to take into consideration when measuring and evaluating your customer service. The most common ones are CES, CSAT and NPS. As a result of digitalisation, the KPI ”First contact resolution” has also become an increasingly important KPI in customer service. Here are the reasons why: Customer satisfaction: When an issue is handled …
Why is ”First Contact Resolution” a valuable KPI in customer service? Read More »
Digitisation can potentially threaten traditional outsourcing, e.g. through the automation of tasks. By automating certain tasks using digital solutions, the need for outsourcing can decrease, particularly when it comes to routine and repetitive tasks. It can also lead to a reduced need for labour. With digitisation, the need for manual labour decreases, which in its ...
The Swedish Consumer Agency's latest survey shows that customer service shortcomings are a major problem for consumers. Above all, it is the availability that is lacking in many companies. Of all the complaints received by the authority, 26% were related to customer service issues after purchasing a good or a service. According to the new survey, ...
Failings in customer service are a major problem for consumers Read More »
Companies that focus on making their customer service value-adding also create a culture where employees feel included and valued, and they also see their role for what it truly is – an extremely important component of the customer experience and brand value. Insights generated within customer service can lead to important quantifiable results: The average …
The commitment to the customer experience helps you deliver world-class customer service Read More »
Responda Group is a leading player in AI-driven customer experience, always with a human presence. Using smart technology and dedicated employees, we help over 2,100 companies, from small businesses to large organisations, create higher accessibility and better quality in every customer contact.