What is Customer Churn? Why do we need to measure the churn rate? Why focus on customer churn and not growth? How does one reduce the churn rate? If you’ve been trying to find the answers to these questions, we’ll try and do that by the end of this blog! Customer churn is an important metric. Although technically it shows ‘loss’, it is a measure that can help you gain more. Simply put, customer churn…
Einstein quoted, “If I had one hour to save the world, I would spend 55 minutes to define the problem and only 5 minutes to find a solution.” The above quote very much states the difficulty a customer service agent goes through a typical day. Most agents lack the necessary skills to interpret a customer’s problem, and as a result, end up giving suggestions and solutions that the customer is not looking for in the…
As technology continues to change the way businesses communicate with their clientele, the traditional phone support seems to be counting its last days. On top of everything else, customer service is now more important than ever – if poor, it can cost you around 82% of all those who contact your helpdesk in order to file a complaint. This calls for a serious upgrade in software and services, the one that small businesses cannot always…
