Cordless

06/07/2023

⏳ There are just 25 days left until the new FCA Consumer Duty rules come into force on 31st July.

We’ve cut out the jargon and summarised the 10 key questions to help you prepare:

1️⃣ Do you make sure your products/services work well for your target customers? How have you tested them?

2️⃣ Could your products/services harm vulnerable customers? If yes, how are you changing them?

3️⃣ What steps have you taken based on your fair value assessments? How are these improving consumer outcomes?

4️⃣ What data do you use to regularly check your products' fair pricing?

5️⃣ How are you testing the effectiveness of your communications? What are you doing with the results?

6️⃣ How do you make your communications suitable for vulnerable customers? How do you know it’s effective?

7️⃣ Is your customer service good for vulnerable customers? What information are you using to check?

8️⃣ Is your after-sales support as good as your pre-sales support?

9️⃣ Does everyone in your company know their role in meeting Consumer Duty rules?

🔟 Have you identified major risks to customer satisfaction and planned ways to deal with them?

Is your call centre ready for the changes?

Cordless gives you insight into 100% of your customer calls to help you spot red flags and potential issues on the horizon, helping to ensure your compliance with these regulations.

Get in touch today for a free, 30-minute consultation. Link below 👇

22/06/2023

Let's talk about 📞✨

💡 As you know Quality Assurance (QA) is the backbone of any call centre. It's not just about picking up the phone; it's about ensuring every interaction is top-notch.

🔥 What's cooking in QA:
- It's all about monitoring interactions 📊
- Performance metrics are the report cards 📝 - they reveal how swiftly issues are sorted, the duration of calls, and customer satisfaction.
- Specialised software is your best pal 🤖 in QA. It helps keep an eye on everything and reports back the details.

💪 Benefits for your customers:
- Consistency! Customers get the same great service, no matter the day or agent 🌟.
- Improved First Call Resolution (FCR) 🎯: Customers get their issues sorted in a single call.
- Enhanced Customer Satisfaction 🥰: Proactive improvements lead to a smoother experience.

🔧 What about your team?
- They get clear quality standards 📏 and know exactly what to aim for.
- Feedback is gold 🏆: Regular feedback helps agents grow and develop skills on the job.
- Training in areas like product knowledge 📘, communication 🗣️, and problem-solving 🧠.

🔬 Data Analysis - The Magic Wand:
- QA experts use data metrics to spot trends and areas for growth 📈.
- Key Performance Indicators (KPIs) like Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) are monitored.
- Real-time data helps in making rapid decisions for improvement 🚀.

🤔 How can you up your QA game?
- Establish clear quality standards 📜.
- Regularly monitor interactions and provide feedback 🕵️.
- Use the right QA tech to streamline processes and save time ⏰.
- Listen to your customers! Incorporate their feedback 💌.

QA is not just a process; it’s an investment in brilliant customer service 🌈. So keep that QA game strong!

20/06/2023

🚀 Strong Customer Care in a Remote World: Key Insights from Natascha Winkler, Head of Customer Care at SafetyWing 🌐

In a recent interview with Luba, Natascha Winkler shares her experience leading a customer care team in a fully remote environment. Her unique background in tourism, hospitality, and startup operations offers valuable insights for customer support professionals. Here are some key takeaways:

🔑 Start with a solid foundation in tourism and hospitality:
- Handling complaints as a tour operator
- Working in guest services and reservations
- Gaining international experience: Germany, Middle East, and Australia

🌟 Master the art of building customer service and operations team:
- Local team setup and collaboration with BPO
- Startup environment: adaptability, flexibility, and fast-paced growth

🎧 Embrace the remote work revolution:
- Leading a fully-remote customer care team at SafetyWing
- Efficient communication and strong team culture

As customer support moves more into the digital space, professionals across industries can gain valuable insights from Natascha's experience in providing exceptional customer care.

In this episode of the Cordless Interview series, Natascha Winkler, Head of Customer Care at SafetyWing, talks about her experience in the customer service i...

06/06/2023

🎙️ “Policy is not the law, you don't need to follow it to a T. It’s simply a guide that will allow you to make the right decision” - Exequiel Alcober, on empowering team members to make the right decision for the customer

Luba recently had a super interesting chat with Ezekiel Alcober, the Director of Customer Success for RVezy, where he talked about his background in tech and experience working for startups. 🚀

Exequiel also discusses the success of RVezy, a marketplace connecting RV owners with travellers, and highlights the importance of adding value to customer support.

Check out the full interview 👇

https://bit.ly/3MUZ9hu

31/05/2023

📈 81% of companies are expected to adopt sentiment analysis this year. Are you keeping up?

Our latest blog post talks about sentiment analysis and how it can be a real game changer for customer support teams. click below for the full article ⤵️

https://bit.ly/43BnS10

Learn how sentiment analysis can be used to improve customer experience for phone support teams. Discover benefits, challenges, and examples.

23/05/2023

🗣️ “You can have a process that's so seamless but some people just want to have that conversation with a human being. They just want to talk to people.”

Luba recently took the time to chat with Malik Andrey about Loop’s approach to customer experience.

Check out the full conversation below👇

https://bit.ly/3ohMNYM

In this episode of Cordless Interview Series, Malik Andrey - Customer success lead at Loop - shares how customer experience is at the centre of everything th...

18/05/2023

💭 You might have noticed that we talk about customer support quite a bit.

That’s cause we really believe that it’s super important to build and maintain relationships with people for better outcomes ✨

This is why we work really closely with all our customers to make sure that they’re getting the most from Cordless so that they can meet their goals.

Check out our G2 reviews to find out more about what people are saying about Cordless 👇

https://bit.ly/3ocO2IA

17/05/2023

Interested in how sentiment analysis could help you better understand customer support calls?

Our Product Manager Yulia has created a quick, concise loom to show you exactly how it works 👇

https://bit.ly/3WanNik

16/05/2023

"Having a systematic approach allows you to scale an org and make it repeatable."

Our CEO Luba, recently had a great chat with with Albert Chun to discuss the importance of being data driven when trying to provide fantastic customer experience.

Check out the full conversation on YouTube 👇

https://www.youtube.com/watch?v=BEUHeQaDIdY

In this episode of Cordless interview series, Albert Chun - Chief of Staff and former VP of Customer success at Renegade insurance - shares how important it ...

11/05/2023

💬 Did you know that 65% of you customers expect at least part of their customer journey to be automated?

So are you taking advantage of all the benefits that automation can offer your customers?

Check out our newest blog to find out more 👇

https://bit.ly/3Be13od

Learn how to use customer experience automation to boost customer satisfaction. Discover strategies and best practices for successful implementation.

09/05/2023

🎉 We've got a new addition to the Cordless team! Say hello to Lauren MacEwan 👋

We are super excited to have Lauren on board and can't wait to see all the great things she'll achieve with us.