Swifteq’s Post

A simple workflow issue can leave a paying customer helpless — and it made me think deeply about HR and employee experience. I don’t usually post about personal frustrations, but this experience highlights how critical adaptable systems are for customer care. I have been sitting in this corner in the photo for 2 hours, with unfortunately, still no clear solution in sight. After 4 long years of waiting, I preordered a new Phone. Due to excitement I converted my line to an eSIM but to my surprise, I discovered a system issue that made my phone and number completely unusable. I was told there was no way to resolve the problem — only to cancel my order due to the workflow issue first, before they can create a ticket to activate my phone number and make it usable. Meanwhile, the full cost of the phone had already been charged (which was quite a significant amount) and I’ve now been informed it may take up to 14 days to see a refund. The result? I might be left without a working phone for weeks, despite having paid in advance. #doubledamage This isn’t about blame — it’s about how inflexible processes can unintentionally create unnecessary stress for customers. A simple workflow issue shouldn’t lead to weeks of lost connectivity and tied-up funds. In HR, we talk about being employee-centric the same way businesses strive to be customer-centric. Whether it’s employees or customers, the principle is the same: when systems are too rigid to adapt to real-life situations, people feel powerless, unheard, and unsupported. This experience has been a tough reminder that processes exist to serve people — not the other way around. If processes aren't aligned to what matters to people, they risk damaging the very trust and loyalty that companies work so hard to build. Regardless, I really wish to thank the ground staff for the empathy and the patience throughout the entire process. #customerexperience #customersuccess #processes #consumercentricity #hr #people #agility Maxis

Hiring for Customer Support? Don’t just look at resumes. The best customer support professionals share a specific psychological profile, and it’s what separates an average support experience from a loyalty-building one. What to look for: - Empathy & active listening - Resilience under pressure - Problem-solving curiosity - Clear, compassionate communication - Adaptability to change At Altrio Consulting, we help SaaS companies build support teams that consistently deliver outstanding customer experiences. Read our latest blog on how to identify the right profile for customer support professionals and start building a team your customers will love: https://lnkd.in/dpT9bY6U #CustomerSupport #CustomerExperience #Outsourcing #SaaS #AltrioConsulting

Customers want answers fast, across every channel, and at any time of day. But building and managing an in-house team is costly, complex, and can be hard to scale. Outsourcing your help desk changes that. With the right partner, you get instant access to skilled IT and customer support specialists, scalable teams, and the latest technology. In our latest article, we break down 11 benefits of outsourced help desk support solutions. Read the article here: https://lnkd.in/g2iKQqX3 #CustomerExperience #HelpDeskSupport #Outsourcing #BPO #CX #helpdesk

What’s the most valuable asset in any contact centre? 👥 It’s not the tech stack, it’s the people. Agents’ skills, insights, and dedication directly shape service quality and customer satisfaction, which is why modern WEM is critical. In our recent blog, Shaunna Ruddick (Wilson) at Route 101 Ltd. explores how modern WEM strategies can move beyond outdated metrics to support, motivate, and empower agents 👉 https://lnkd.in/ehV386Hq #WEM #ContactCentres #Route101

Traditional metrics only tell part of the story. Modern WEM strategies go further - supporting agents, improving engagement, and driving better outcomes for customers. Shaunna Ruddick (Wilson) shares more in her latest blog post for Call Centre Helper ⬇️

We have all been on the other side of the screen, waiting for days to receive an answer to a simple question. It is frustrating, it makes us doubt the company, and in many cases it pushes us to look elsewhere. Now imagine how many potential customers your business might be losing for the very same reason. Support teams are often overwhelmed with repetitive questions such as password resets, delivery updates, or account status checks. These are important for the customer, yet they drain valuable time from your team and prevent them from focusing on the complex issues where their expertise is really needed. The result is longer response times, burnt-out employees, and an experience that leaves customers dissatisfied. At 2BBooster we help businesses transform this process by introducing automation into their support systems. With the right workflows, routine tickets are categorized and directed to the right person without delay, knowledge bases are made accessible directly through chat so customers can solve issues themselves, and response times shrink from days to minutes. Instead of firefighting, your team can focus on building relationships and handling the cases that truly require a human touch. The companies that embrace this shift see a clear difference. Customers feel valued because they get quick, consistent answers. Employees feel less pressure because repetitive tasks are taken off their shoulders. And leadership gains peace of mind knowing that support is not just a cost center but a driver of customer loyalty. Customer support does not have to be a bottleneck. With automation, it can become one of your strongest brand advantages. ✨ 2BBooster: Turning every support request into an opportunity to build trust. #CustomerSupport #Automation #RPA #CX #2BBooster

Most people think customer service is just answering phone calls and being nice. I learned it's actually about building systems. “Shelly, you’ll take over customer service.” No notice. No training. No handover. I was already wearing my marketing hat, juggling projects alone – but now, I was also in charge of answering angry phone calls, replying to frustrated emails, and welcoming walk-ins at the reception desk. It wasn’t glamorous. In fact, it was overwhelming. There were no SOPs. No standard replies. No archive of past cases. Even the CRM system was lacking – because a system is useless without proper inputs, right? And just when I thought it couldn’t get harder, the only customer service officer resigned. So there I was: sitting at the front desk for weeks, running marketing meetings while answering calls in between. The hardest part? People didn’t understand why I cared so much. HR laughed when I said I wanted to hire CSOs who could deliver the same service I once experienced at American Express. “They’re trained for that. We’re just a paint company.” But I wasn’t trying to “just” fill a seat. I wanted to build a future where every touchpoint made someone feel heard, respected, and cared for. So I created workflows, built training decks, worked with IT to upgrade the CRM, and kept searching for hires with the right mindset. And the results showed. My CSO could finally spend time understanding problems instead of wasting energy finding the right words. Our closure rate from first-response went from 70% to 85%. Customers were less frustrated. And my own team was relieved because they finally got fewer mis-routed cases. But here's what surprised me – this wasn't just about customer service.  It was about bringing clarity to chaos. Whether you’re in sales, HR, finance, or marketing – clarity means:  1️⃣ Diagnose the root cause 2️⃣ Build the right foundations 3️⃣ Groom the right talent and teams 4️⃣ Create systems that free people to do what they do best When that happens, everyone wins. 📍 So, if you could bring clarity to one area of your work right now – what would you fix first? #ClarityAtWork #ConstructionMarketing  #CustomerService #WomenInConstruction

The client said "I was drowning in support tickets" - then everything changed after implementing one simple solution. Running a small business wasn't supposed to feel this overwhelming. Every morning brought a fresh wave of customer messages - scattered across WhatsApp, email, and live chat. Important conversations got buried. Response times stretched from hours to days. "I felt like I was letting everyone down," Client confessed, founder of a fast-growing wellness brand. "My team was working overtime just to keep up with basic support questions." The breaking point? When a VIP customer threatened to leave after waiting 48 hours for a response that got lost in the shuffle. That's when Client discovered something that transformed her entire support operation: An AI-powered unified inbox that could: - Instantly respond to common questions - Route complex issues to the right team member - Keep track of every conversation - Handle support 24/7 across all channels The impact was immediate: - Response times dropped from days to minutes - Customer satisfaction shot up 47% - Her team finally had breathing room to focus on growth "For the first time in months, I'm not anxious checking my phone in the morning," Client shared. "The system handles the routine stuff automatically, which lets us focus on actually helping customers, not just managing tickets." Three months later, Client's team serves 3x more customers with the same headcount. More importantly, they're delivering the kind of responsive, personal support that builds lasting relationships. The lesson? Sometimes the simplest solutions create the biggest breakthroughs. You don't need to hire an army or work 80-hour weeks to deliver exceptional support. You just need the right tools working alongside your team. If you're feeling overwhelmed by customer conversations, remember: there's a better way. The future of support isn't about replacing humans - it's about empowering them to do their best work. #CustomerSupport #AIAutomation #SmallBusinessGrowth #BusinessTransformation #CustomerExperience #thequickassist

🌍 𝗥𝗼𝘂𝗻𝗱-𝘁𝗵𝗲-𝗖𝗹𝗼𝗰𝗸 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁: 𝗧𝗵𝗲 𝗞𝗲𝘆 𝘁𝗼 𝗮 𝗦𝗲𝗮𝗺𝗹𝗲𝘀𝘀 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 Some leaders argue 24/7 support isn’t worth the investment. They worry about losing control or diluting brand values. But many businesses prove the opposite. By partnering with skilled outsourcing providers, they deliver nonstop support that drives happier customers, stronger loyalty, and greater efficiency. Here are a few things to keep in mind: ✅ Outsource after-hours support to avoid the cost and complexity of hiring in-house night teams. ✅ Vet providers carefully by checking track record, testimonials, and case studies, especially in after-hours support. ✅ Prioritize tech-enabled partners with advanced call center platforms and CRM systems, plus open reporting and KPI tracking. ✅ Plan for scalability and fit by ensuring cultural alignment, language proficiency, and flexible capacity during peak seasons. Outsourcing after-hours service is more than cost savings. It is a strategy to build seamless experiences and lasting customer trust. 👉 How has extending customer support through outsourcing impacted your business? #CustomerExperience #Outsourcing #CustomerSupport #CX #BusinessGrowth #GlobalWorkforce #CallCenter #FutureOfWork

If your client onboarding takes longer than the actual project, it’s not just inefficient—it’s costing you. Time, money, client trust. That bloated process you’ve Frankensteined together over the years? It might be the very thing slowing your agency’s growth. Here’s the truth: onboarding sets the tone for the entire client relationship. It’s your first real chance to show clients they made the right decision. And if that experience is clunky, confusing, or drawn out? Confidence starts to crack. Onboarding should feel like a red carpet rollout. Clear, smooth, and elevated. Your client should be thinking, “Wow, these people have it together,” not “Wait—what happens next?” But that doesn’t mean it has to be overly complicated or packed with unnecessary steps. In fact, the best onboarding processes are streamlined, automated where possible, and built to deliver that VIP experience without you needing to hold every client’s hand the whole way through. In our work with agencies, we help transform onboarding from a bottleneck into a branded experience that builds trust, saves time, and kicks off the relationship on the right foot. So if your current onboarding feels like a marathon instead of a first-class welcome—let’s chat. You deserve a process that works for you, not one that wears everyone out.