A customer can have many options available to them as far as reaching a company’s customer service department or representative, but many times, the choice comes down to a customer service phone call vs email. Between a phone call vs email, which channel is preferred by customers, and does one have a faster resolution time than the other? Customer Service

Customer service refers to the art of delivering service to a customer – answering questions, providing solutions, and making wrongs right. The other side of customer service is simply interacting with people. That’s the part that really makes great customer service stand out – those who are willing to go above and beyond to make your day. If you’ve ever

Effective communication is what we do best at Conversational.  Our receptionists are trained in the many aspects of communication and strive to make a great impression on every call. From a basic inquiry to an issue with a product or service, our receptionists use the tools they have been trained on to work towards a positive and memorable outcome for

When it comes to answering a business phone, there are basically three options: Have a live person answer the calls, hire a third party to field your calls, or make use of automated phone systems. Interactive Voice Response (IVR) technology is what powers automated phone systems. IVR systems allow callers to listen to a menu of options and select via

With customer expectations changing, small and medium-sized businesses need to understand what’s expected. Customer service has become one of the most important parts of every business, especially those who want to create excellent customer loyalty. Some specific statistics show the direction customer service is headed. Here are some of the most important customer service statistics every business owner should know.

Being on hold is no picnic. It seems to last an eternity, especially when you’re calling about an issue you’re having with a product or service. We know how we feel individually about being put on hold, but recent studies have sought to find out how customers feel about being put on hold, how long is too long, and what

Why customer loyalty matters Business owners sometimes say that getting customers is one of the hardest parts of the business. Landing customers can be difficult, and keeping them around can be even harder. We know that offering good customer service is important, but that’s not enough anymore. A recent Forrester report stated that nearly 95% of businesses–your competitors–said their number

The words you speak are powerful. Ever heard the phrase “You catch more flies with honey than with vinegar?” How about, “Kind words don’t cost much, yet they accomplish much?” Positive words and phrases do just as much to help the speaker as they do the listener. In customer service, you have a unique opportunity to be kind to a lot

Want more loyal customers? Go the extra mile more often. If you’re having trouble coming up with original ideas of ways to go the extra mile, check out this list of our top 15 ideas! 15 Ideas That Go the Extra Mile for Customers

Have you noticed your office’s communications have been slacking lately? Maybe your staff doesn’t always get every call when they are busy or they don’t seem as professional as they could have been because they are helping multiple people at once. Whatever the case, your communication can easily take a hit when things get a little crazy. How important is