Customer Support

Today, a client called me an idiot. Yup! Why? A simple lack of understanding, per se. As a client services professional, I have taken many hurtful words in my stride but today, being called an idiot hit differently. She called to make an enquiry on a product, I took her…

Back in 2016 I led a project to build and launch GoCardless’ first online Support Centre — at the time our first real attempt at providing a meaningful self service option to our growing customer base. This became an overwhelming success. Our incoming support demand stabilised, we were able to…

Gone are the days when business owners could not conceive of outsourcing their customer service. Today, more and more businesses, from small to medium and even well-established large enterprises outsource their customer service needs to the professionals. Whether you own a restaurant, a transportation service, a hotel, a hair salon…

Player support is often overlooked when people think of development teams, but this is a role critical to the success of a game, even more so when it’s a live one. …

I’ve been at the same company for 13 years and on the same project for 11 years. That’s long enough to see many bugs come and go. I want to share something that I’ve come to fear as much as any active bug. …

If you’ve worked as a customer supporter, I bet you’ve heard many times the following phrases: “Support is the voice of customers.” “We know it’s a tough job. Thank you for doing it.” “You are the company’s front-Line.” In the beginning, when you are still new and faithful, you feel…

Making Social Media campaigns on several social media platforms is difficult and takes a lot of time and resources. With this in mind, small business owners need to find solutions that can help them post, schedule, and track marketing campaigns successfully. Meet NapoleonCat, a cloud-based social media marketing platform…

Scripbox, a digital wealth manager, wanted a one-stop solution to quickly respond to users, resolve queries within TAT and improve agents’ productivity. That’s when they found Verloop.io, the world’s leading conversational AI platform for customer support. — Founded in 2012, Scripbox is India’s leading digital wealth manager. Scripbox understands the needs of customers in the context of their life and wealth stages and provides customised investment solutions to help them meet their financial goals. …

During the past two years, we saw unprecedented competition in ecommerce, pushing acquisition costs higher. With that, merchants shifted focus to retaining customers, and providing an exceptional customer experience became a central strategy for most businesses. Today, delivering an exceptional experience is just as important as the product. So, how…