In the sea of features available in digital technology, one particular setting often divides opinion: Should you use dark mode or light mode?

When it comes to customer service, Tier 2 support agents are responsible for handling more complex and technical inquiries that require specialized knowledge and expertise. These inquiries can often take longer to resolve, and customers may become frustrated if their issues are not resolved quickly and accurately. That’s where Viewabo comes in, a real-time visual support tool that can be especially helpful for Tier 2 customer service agents.

Viewabo allows customers to share real-time visuals of their issues with agents, enabling them to diagnose and resolve complex inquiries quickly and accurately. By providing agents with this powerful tool, businesses can improve efficiency, communication, quality assurance, and customer satisfaction.

As major companies continue to lay off workers to reduce operational costs in the wake of the COVID-19 pandemic, outsourcing is becoming an increasingly popular option for streamlining operations while maintaining high customer satisfaction. In March alone, companies like Meta announced another 10,000 more layoffs; this is on top of companies like Amazon, Alphabet, and Microsoft, which together total more than 40,000 layoffs so far in 2023. Outsourcing customer services to third-party service providers can be a way to make up for lost productivity and customer satisfaction. And tools like Viewabo can significantly help both the company doing the outsourcing and the service provider be successful.

When managing your business, providing top-notch customer service is essential. Happy customers lead to increased sales and a positive reputation. But managing customer service in-house can be challenging, especially with the recent layoffs. Outsourcing has become a potential solution for many. A recent Global Managed Services report by NTT suggests that 45% of global corporations plan to outsource more work in the next 18 months.

Customer service is essential to any company, as it can make or break customer loyalty and satisfaction. However, managing a customer service department can be daunting, especially for businesses with limited resources. 

Customer service is usually divided into three tiers, each with its unique features. A customer may start at Tier 1 and then slow is escalated to higher level tiers until their issue can be resolved.

In the past customer support was mainly provided through call centers, but customers demanded more options. Knowing that 86% of customers are willing to pay more for a great customer experiences, customer satisfaction should always be a priority. Today there is a range of communication platforms and channels to choose from.

Telecommunication has gone far in the last 200 years. However, moving from voice to video took massive world-changing innovations. A few decades ago, conversing over a blurry picture with someone that wasn’t in the same room was amazing. Today, a call can have 4K resolution with real-time conversations across thousands of people worldwide. 

To appreciate the magic of video conferencing, we need to understand its history. Only then can we value how far we have gone and begin to comprehend how it can change both our personal and professional lives in the future.