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10 Compelling Customer Service Statistics

EMS customer service, quick tips

If we’ve said it once, we’ve said it a hundred times: great customer service is absolutely essential for success in your business. It’s safe to say that nobody will argue with that statement, but that begs the question- why are people still receiving sub-par customer service? Though there are many variables a business can’t control, your customer service is certainly …

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5 Customer Service Practices to Master on Social Media

EMS customer relationship management, customer service, social media communications

The customer service industry looks a whole lot different than it did 20 years ago, thanks almost entirely to social media. In fact, 1 in 3 social media users prefer social media customer care services to telephone or email. If your customer service doesn’t extend to your social media platforms, your brand could be missing out. Here are our top …

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4 Reasons Hospitality Companies Should Outsource Customer Care

EMS call center help, customer relationship management, customer service

When you’re in the hospitality business, you’re in the business of caring for your customers. But does that mean you should handle your own customer care? Your initial reaction might be yes, but we can think of at least four reasons to consider outsourcing your customer service. 1. Affordability It can be costly to employ people solely for the purpose …

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3 Key Components for Creating Customer-Centricity in Your Business

EMS CRM Uncategorized

“[In today’s environment] the only way to assure business success and business excellence is to re-align all aspects of business to the single factor– customer; and create a close and profitable relationship with the customer.” -Dr. Dawei Lu. (2011). In Pursuit of World Class Excellence.

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5 Keys to Creating Exceptional Customer Experiences

EMS CRM call center help, customer relationship management, customer service

In 2018, providing adequate customer service simply isn’t going to cut it anymore. With more options than ever at their fingertips, customers aren’t just looking for decent customer service, they want an experience. And with limitless resources such as online reviews and social media, it won’t be hard for them to sort out the good, bad, and exceptional. How can …

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5 Ways to Reduce Call Center Turnover

EMS CRM call center help, customer relationship management, customer service

Anyone who has ever managed a call center knows that staff turnover is a constant issue, and anyone who has ever worked in a call center can probably tell you why. Undesirable working environments combined with monotonous tasks and the occasional (or more than occasional) angry customer can be a quick path to employee burnout. But does it have to …

Why a USA Based Call Center is Best

EMS CRM call center help, customer relationship management, customer service, social media communications, technical support

20 years ago, it was common practice for large companies to outsource their customer service call centers to countries like India and the Philippines in an effort to cut costs. Recent years have seen a direct reversal of that trend, though, as many large U.S. companies are making the choice to bring their call centers back home. Read on to …

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How to Keep an Angry Customer

EMS CRM customer relationship management, customer service, quick tips

It’s one of the most critical aspects of customer service: dealing with angry customers. While many people might cringe at the thought of handling customer complaints or addressing negative feedback from customers, the smart ones see it for what it is— an opportunity. Listen Listening to your upset customer is the most critical first step to take. Try to come …

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Types of SMS Conversations for Business

EMS CRM call center help, customer service, technical support

Communication with customers is one of the most important aspects of a successful business. The easier the business makes it for the customer to communicate with them, the more likely the customer is to participate. There are many ways companies can interact with their clients, but one of the easiest ways for the customer is via SMS messaging. Here are …