6 Tips to Deliver Consistent Customer Service in Tumultuous Times
Once upon a time, customers didn’t have a lot of choices. They bought their meat at the local butcher and their bread from the baker; tile from the ceramicist and wrought iron from the ferrier. Fast...
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What 2020 Has Taught Us About Customer Service Agility in Travel & Tourism
Originally published on Terrapin’s World Aviation Festival Blog If nothing else, 2020 has been a year full of the unexpected. Last year, rosy forecasts estimated the travel and tourism industries would...
View ArticleGolden Rules to Survive the Future of Customer Experience
Globalization was already sliding into “slowbalization” before 2020 came crashing down around us. Now, some of the world is beginning to recover from the pandemic’s dire economic effects while others...
View Article3 Tips to Decrease Customer Service Turnover with AI and Automation
AI applications and automation have sparked a lot of debate around the future of the workforce. However, many roles such as customer service (CS) still need humans to resolve complex issues. These...
View Article3 Strategies to Improve Your International Customer Support
Logitech started in Switzerland, expanded to Silicon Valley, and now offers its products to customers all over the globe. But scaling up customer support hasn’t been linear. As John Wie, Director of...
View ArticleHow to Overcome Common Barriers to Offering Multilingual Customer Service
The internet was invented in the U.S., so it makes sense that the English language dominated its early days. Today, the amount of content available in English is still quite high, around 59.7 percent...
View ArticleThe Top 3 Gaming Customer Service Challenges (And How AI Can Solve Them)
Gaming is an enormous and fast-growing industry, with revenue projected to top $159 billion in 2020 (a 9.3% jump over 2019). In some ways, the pandemic has created an explosion in gaming, as global...
View Article6 Ideas to Optimize Customer Service Operations and Scale Teams
Should you be working to improve your customer experience or optimize it? That might sound like a distinction without a big difference, but it’s not just semantics. Martha Brooke of Interaction...
View Article5 Predictions for Global Customer Service in 2021
After the challenges that 2020 has introduced, we’re all feeling a touch of whiplash. The pandemic has disrupted our work and personal lives, making it difficult to plan more than a week ahead at a...
View Article5 Tips to Improve Customer Service Contact Center Efficiency
A full 96% of customers say customer service is a key factor in their loyalty to brands. What’s more, brands who do it best bring in 5.7 times more revenue than their competitors, according to...
View ArticleThe Gift and the Curse: Handling Holiday Customer Service Surges
It’s the most wonderful… and challenging… time of the year for many businesses. While the holiday season often ushers retailers and other companies out of the red and into the black, the uptick in...
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Behind the Customer Centric Conference: building an event from scratch
It all started with a newsletter, last August. A weekly bulletin with hand-picked content and insights for the CX leaders who seek to turbocharge the customer experience. We called it Customer...
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What’s the hype about an omnichannel strategy?
A while back, I attended the Omnichannel Exec Forum in our hometown of Lisbon. I know, I know. This event happened in March and it’s already May. But you see, much has happened since then. I moved...
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A good gig: Paula Kennedy on AI, remote work, and innovation at Concentrix
For years, companies in the Business Process Outsourcing space, or BPOs, have relied on a bricks-and-mortar model, working with thousands of customer advocates around the world to deliver global...
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The Handover: Moving up the stairs to customer success
I recently moved apartments here in New York City — surely one of the more odious ordeals of urban living. For most people I know, the act of moving to a new home falls somewhere between “red-eye...
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Unbabel Guide to Customer Satisfaction
“Our biggest thing is to make sure the customer gets a delivery by the time we say they’re going to get a delivery in — which, by the way, we can beat pizza. We race, pizza versus marijuana. And we’re...
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Made for you: enjoy new discoveries about contact center AI innovation
If you are on Spotify, you’re probably familiar with the Discover Weekly playlist. Every Monday, you get a playlist with new music, based on what you usually listen to. Not a week goes by without a...
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Let’s be honest: you can’t design trust
It was a few minutes before 9 a.m. I was growing nervous as I anticipated the flood of customers into the London café where I was working at the time. I looked around one last time — everything ready....
View ArticleKnowledge base is power: quick tips for a multilingual help center
Let’s imagine, for a moment, there were a help center for some of life’s most important questions. You might find the following article featured prominently on the list: Will the language barrier ever...
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Employee retention: why your agents are quitting you
Things are looking grim in the White House. As of this month, July 2019, turnover in the Trump administration has reached an astounding 74%, according to data from the Brookings Institution, breaking...
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Don’t hate player support, change the game
In the past, we started more than one article on gaming with a quick disclaimer: I’m not a gamer. It’s not that our knowledge was ever in question, but we knew that in order to truly understand a...
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Will AI do to services what machines did to manufacturing?
The story of automation has sometimes gotten caught up in familiar tropes: Robots are coming to take away everybody’s jobs. Perhaps a more imaginative version goes something like this:...
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The dangers of traveling with bad customer support
For this year’s summer vacation, I took my family on a two-week trip to Italy. We were seven days in and everything was going great — the temperatures were a bit too high for my liking, but all air...
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The six barriers to efficient multilingual support (and how to overcome them)
Nowadays, companies that have grown internationally target customers in numerous countries at once. But providing customer support in multiple languages can easily turn into a logistical nightmare....
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The customer journey is a seashell, not a line
“Where are you? The board says your flight landed over an hour ago…” Where was I? Rifling through a sea of about 200 suitcases, only to discover that mine hadn’t made it to Chicago. In fact, it had...
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The internet changed gaming forever. How’s player support keeping up?
“Gaming has changed,” I thought to myself as I slowly maneuvered past the young cosplayers crowding the halls at Gamescom, the largest gaming conference in Europe for players and industry...
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What a customer wants, what a customer needs: lessons in CS
I remember it well. It was my first time working in Customer Service. I had always been good at communicating with others. But when it comes to speaking with clients on the phone, things are a bit...
View ArticleThe future of CS? Intercom’s Ryan Steinberg says automation and chatbots
Ryan Steinberg is the Associate Manager of Global Support Operations at Intercom. He joined the company four years ago as a Customer Service Representative, and after about a year moved on to leading...
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Empathy: the final frontier in customer service
Lately I’ve been spending a lot of time at comic book stores, chasing down books for my manga-obsessed kid. No matter how many times I show up, I know I’m not one of them. It’s not about the way you...
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Customer Experience Trends for 2020: same same, but different
The end of every year usually plays out as follows: either people look back at past 12 months, brooding about what could have been better, or people get excited about the future. At Unbabel, we belong...
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How localization increases sales worldwide
Back in 2014, Common Sense Advisory, a research company that focuses on global business and commerce, published a paper on localization and its impact on sales around the world. Though the Internet...
View ArticleShould you always be honest with your customers?
It should come as no surprise that companies are constantly lying to us. In 2000, Energy Brands, a company later acquired by The Coca-Cola Company, released vitaminwater, a beverage that’s marketed as...
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The 14 languages that you’ll need to support this decade
Back in 1997, the same year Titanic hit the theaters, 80% of all pages on the World Wide Web were in English. Fast forward to 2020, and it’s a whole different story. Sure, we may still be arguing...
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To be customer centric, be employee centric first
“Teresa, go outside and see what that person is doing.” “What?“ I asked, startled, as I took off my headphones and looked at my manager, who was sitting a couple of desks in front of me. “There!” she...
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Community support: How SPEAK builds community experiences
Recently, my life has changed a bit. After 7 years of staunch independence, or at least as much independence as my cats allowed me, I’ve moved in with my boyfriend. Prior to moving in together, the...
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The Weatherman Effect: using data to improve the customer experience
Tornadoes, or as we call them here, twisters, are a common sight in Texas. 100 years ago, when we wanted to find out if a tornado was coming, we had to either see it, or hear it. “It sounds like a...
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Here’s why your support team should have a knowledge manager
You’re probably familiar with the feeling. Maybe it was on your very first day at work, or the last time you were promoted. You find yourself facing a completely new scenario which no amount of...
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The Unbabel guide for onboarding in a small support team
When I first joined Unbabel in 2018, there were only about 75 of us. We are now 268. Over the course of the last two years, a lot has happened, and a lot has changed. We outgrew our first office and...
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You might be hiring the wrong people for customer support. Here’s why.
Ask most people working in customer support what it takes to be a good agent, and they’ll tell you that it should be someone who’s a good listener, who enjoys solving other people’s problems. Someone...
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Unbabel Podcast: Steve Clayton and the power of stories
Steve Clayton got one of the coolest job titles in the tech industry when he became Chief Storyteller at Microsoft. His passion for storytelling dates back to his childhood in Liverpool, and it has...
View ArticleHow GoCardless Scaled its Customer Operations Without Increasing Headcount...
When Daniel Mooney joined London-based fintech company GoCardless as Director of Customer Operations, his challenge was clear: Help a startup-sized customer service team of 10 scale rapidly and...
View ArticleGuest Blog: How Logitech Responded to a Global Surge in Customer Service...
Logitech, the world’s leading PC and mobile accessories manufacturer, deploys a workforce of 7,000+ to distribute products in over 100 countries. So when the Covid-19 pandemic hit in March of 2020, it...
View ArticleGuest Blog: How Springer Nature expanded local language support to 24/7...
For more than 175 years, publisher Springer Nature has supported the world’s academic community by facilitating the creation and consumption of high quality significant research. From researchers and...
View ArticleGuest blog: How Wargaming Improved Asian Language Support During 2020’s...
Last year was an interesting one for Wargaming, and the gaming industry as a whole, to say the least. As a leading global game developer, we saw our numbers surge as people spent more time at home....
View ArticleGuest Post: Why Your Customer Service Reps’ Happiness Matters as Much as Your...
Welcome to the first installment of our “Customer Service Heroes” series, where we invite inspiring customer service leaders to share their advice for running successful teams. Axel Kruse is the...
View ArticleSurvey Says: What’s Top of Mind for Global Customer Service Leaders in 2021
In April, McKinsey & Company issued a call to action to recognize the growing importance of every interaction someone has with your enterprise. As both consumers and companies navigate the...
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How COVID-19 Ushered in the Next Revolution in Customer Experience
Teleperformance is a global leader in customer experience management, with more than 330,000 employees across 170 countries covering 265+ languages and dialects. The company is one of Unbabel’s...
View ArticleThe Top 5 Traits of Customer-Centric Organizations
If you ask a company’s leadership team if they’re customer-centric, chances are they’ll say “yes.” In reality, very few companies are taking the steps needed to be considered truly customer-centric....
View Article3 Reasons to Hire Customer Service Agents for Expertise, Not Language
Companies often make a tactical mistake when they’re trying to eliminate the language barrier in customer service: they hire agents for language first. This approach can be incredibly...
View ArticleGuest Post: Using Knowledge Centered Service to Transform the Customer...
Welcome back to our “Customer Service Heroes” series, where we invite inspiring customer service leaders to share their advice for running successful teams. Claudia Belardo is the Vice President of...
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