Using VoC Data: How to Improve Customer Surveys

Customer surveys are meant to be a measure of the Voice of the Customer (VoC). If executed correctly, they can validate the things you are doing well, and expose areas for improvement. Surveys can be a valuable tool in measuring customer satisfaction, however, as the number of channels continue to grow, it is important to constantly evolve your customer survey ... Read More

5 Tips to Avoid a Customer Service Meltdown During the Holidays

Our Customer Experience Leaders got together to discuss how to deal with some of the stress that can be felt during the holiday season. 1. Everyone’s Busy Providing customer service during the holidays can be demanding because it’s a busy time of year, but remember that your customers are busy too. Help your customers as quickly and professionally as possible ... Read More

Looking Ahead to 2014: Developing Your Global Customer Care Strategy

Customer service is one of the most important components of any business. The individual service transactions combine together to create an overall customer experience, one in which, if executed correctly, will lead to an increase in customer satisfaction. This could lead to growth opportunities and expansion. However, it could also lead to problems and inflated costs if you don’t take ... Read More

Get Your Customer Care Ramped Up for the Christmas Season

24-7 Intouch has several clients in the online and multichannel retail industry who experience increased volumes over the Christmas season. The National Retail Federation predicted 2008 holiday sales to reach $470.4 billion,1 an amount that will be matched for the 2009 season. Our clients have spent a significant amount of time and money developing creative marketing strategies to drive traffic ... Read More

Get Holiday Ready! 8 Customer Service Tips for 2013 & Beyond

Snow is falling and temperatures chilling in the Northern Hemisphere and for most, it finally feels like winter has arrived. Christmas will be here before we know it. Online sales are expected to rise to a staggering $82 billion in November and December of this year. While the holidays are a time for family, celebrations, decorations, and often too much ... Read More

In Case You Missed it – SOCAP AC 2013

We had a great time celebrating SOCAP’s 40th anniversary in Scottsdale Arizona last month. The conference took place Oct. 27-30 and included keynote speakers, Spotlight Sessions featuring innovative research and industry trends, interactive breakout sessions, and networking with industry professionals from over 100 brands. Our Senior Vice President of Sales and Marketing, Matt Cockell, presented “Every Channel Counts: How to ... Read More

Customer Service Week – CSR Spotlight

Customer Service Week is celebrated globally to honor those who devote their lives to customer care. We are beyond grateful for our amazing customer service team. Without their service and support, 24-7 Intouch would not be the company it is today. To celebrate the event, running October 7-11, we have a few interviews with our customer service professionals. Today’s interview ... Read More

Customer Service Week – CX Team

Customer Service Week is celebrated globally to honor those who devote their lives to customer care. We are beyond grateful for our amazing customer service team. Without their service and support, 24-7 Intouch would not be the company it is today. To celebrate the event, running October 7-11, we have a few interviews with our customer service professionals. Today’s interview features members ... Read More

Evolving Your Experience

The shift has happened, but the impact is still in progress. We all knew the widespread adoption of smart phones, devices, software and other technology would change the way people communicate with companies. However, it took awhile to get everyone on the same page before a noticeable impact could be seen. Accessibility and convenience has enabled the connected customer to ... Read More

Best Practices in Multichannel Customer Care – Part 3

Click here to read Part 1 and Part 2 in the series from our Operations Team. Here are two more of their top service tips for multichannel connected customers. Interaction 1) Encourage customers to use self-direct learning or self-help when possible, by providing them with links to where they can find the information they’re seeking online. This will not only ... Read More