Latest insights on customer service & answering services
Here we share our experience in response and customer service as well as giving valuable tips on how to succeed in delivering a great customer experience.
21% ringer vidare – vad kostar missade samtal ert företag?
Ett missat samtal kan bli en missad affär. Enligt en undersökning från CallRail uppger 21 % av konsumenterna att de direkt ringer ett annat företag
What’s the difference between answering service and an AI receptionist?
Ni har säkert stött på båda begreppen – telefonpassning och AI-receptionist – och kanske undrat om det egentligen är samma sak i olika förpackningar. Det
7 Signs It’s Time to Outsource Your Customer Service
Most companies don’t start considering outsourcing because they wake up one morning and decide it’s time. The need usually builds gradually—a missed call here, a frustrated customer there—until the signs become too clear to ignore.
What is the difference between outsourced and in-house customer service?
The biggest difference is who is responsible for staffing and daily operations. With an in-house customer service team, you hire, train and manage the staff yourselves.
We are launching Responda One Go – when the customer needs more than an answering service
What happens when the customer doesn't just need an answer – but also help moving forward? Now we are launching Responda One Go, a new offering for businesses
AI and human in customer dialogue – why the hybrid model wins
The customer service industry is stuck in a false dichotomy: AI or human. But the companies that actually succeed in improving their customer dialogue do the opposite — they build a
Checklist: How to get started with AI in customer service and answering services
Many companies want to take advantage of AI in customer service, but do not really know where to start. Autumn is a perfect time to review
A two-minute call can cost half an hour's work
A two-minute phone call can cost close to half an hour in lost concentration. At the same time, many people are interrupted several times every day. New research shows that
A guide to technology, implementation and FAQs
Many businesses are curious about AI – but also uncertain about how difficult it is to get started. Do you need to build advanced integrations? Train models
AI receptionist: Never miss a call and enjoy peace and quiet at work
An AI receptionist makes it possible to be available without being interrupted. In this guide, you get a practical method for how you with
AI receptionist in customer service - 7 common mistakes companies make
A growing number of companies are investing in AI-based telephony solutions and AI receptionists to streamline customer service and improve accessibility. With the right solution, businesses can answer more calls,
Answering service for law firms: the modern frontline – humans, AI or hybrid?
The front line has become business-critical. For many law firms, the telephone is still the most important gateway to new assignments. It is often here that the first contact takes place –
Guide: Video support for fault reporting in residential properties
When something isn't working in the home, the tenant wants to get quick help and feel confident that the matter is being taken seriously. With video support, they
Guide: How to set up an effective callback function
Introducing call-backs in customer service is a simple way to reduce telephone queues, even out the workload and give customers a smoother experience. But for the function
How waiting times affect the customer experience – and what you can do about it
Having to wait for help is one of the biggest sources of frustration for customers in contact with customer service. Several studies show that the tolerance for wait time is
5 common misconceptions about automated customer service
… and how to avoid them Automation in customer service arouses both curiosity and concern. Some see it as the future – others as something impersonal, complicated
Customer service within technical support – A key to efficient IT support
In today's digital world, technical support is a crucial part of businesses that rely on stable IT systems. Effective IT support ensures that technical issues
AI or human customer service? How to choose the right one for your business
As customer service evolves, the choice between AI and human customer service agents is becoming increasingly important. The right balance between technology and a personal touch can improve the customer experience,
Upselling in customer service
When it comes to creating successful upselling strategies in customer service, few can inspire quite as much as Alexander Fagerström. His experience
Trends and changes shaping the industry
As we look ahead to 2025, we see a customer service industry in rapid transformation, driven by technological innovation, changing customer behaviours and a growing focus on efficiency.
Responda Group celebrates a successful 2024: Growth and strengthened market position
2024 has been a significant year for Responda Group, featuring successful initiatives that have reinforced the company's position as a leading player in customer service and answering service in the Nordic region.
Five success factors for managing change in your outsourced customer service operations
To make your outsourced BPO partnerships successful, we have put together some crucial factors: 1. A knowledgeable and dedicated implementation manager: Sets the pace for the project.
Create a successful customer service strategy
Would you like to create a successful customer service strategy that strengthens your company's relationships and drives profitable growth? Our guide gives you valuable insights and concrete tips for
A good client meeting
A good client meeting is the cornerstone of long-term client relationships. To succeed in this, not only is a strong client focus required, but also the right tools and strategies.
How to avoid the most common mistakes when outsourcing customer service
Outsourcing customer service can be an effective strategy for improving business efficiency and customer satisfaction, but there are common mistakes that companies often make.
10 things to consider when procuring customer service
Are you considering procuring a customer service solution? There is a lot to think about when setting requirements ahead of a procurement. We at Responda Group have
Survey: Only 14% of customer service queries are fully resolved through self-service
Although many companies have made major investments in self-service, a new survey by Gartner shows that only 14% of customer service issues could be completely resolved
Responda Group – From small business to market leader – An entrepreneur's journey
In 2008, Joakim Ögren and Magnus Johannessen founded Responda with the vision of bringing the svarsservice industry into the digital era. With technical expertise and a strong
Tips to consider when outsourcing customer service
After many years in the industry, we have seen the most common mistakes companies make when outsourcing all or parts of their customer service to a
From reactive to proactive customer service: How to meet future customer expectations
Today's customers expect to be informed about everything related to their products and services. By proactively offering relevant information at the right time,
5 tips for increasing accessibility for your customers
With over 30 years of experience in improving accessibility for our clients and delivering outstanding service to their customers, we have gathered our best tips
Increase upselling in customer service
There are a variety of ways a customer service department can work with upselling and anti-churn without the customer feeling like they are being forced into something
Swedes have higher expectations of customer service
The Swedish Quality Index (SKI) recently published Sverigekollen 2023, a report that provides an overview of customer behaviours over the past year. In a world characterised by crisis
Outsourcing of IT support: A strategic opportunity for an efficient business
Outsourcing of IT support has become increasingly common and many are considering outsourcing their IT support fully or partially to optimise costs, increase flexibility
Turn customer complaints into opportunities
Receiving customer complaints is inevitable in any business. But instead of just viewing them as problems to solve, smart companies view complaints as valuable
What is happening within the industry and what trends will we see more of?
Generally, we are seeing several trends that affect how companies manage their business processes and how and what companies choose to outsource. A central trend that
Secure your availability with outsourced customer service
During major campaigns such as Black Friday or the Christmas rush, the number of customer enquiries also increases, ranging from returns and invoice queries to complaints.
Effective customer service for the automotive and workshop industry
Now it's almost time to change tyres, and with that, the intensive tyre season is getting under way. We at Responda Group help you within the automotive
Why is ”First Contact Resolution” a valuable KPI in customer service?
There are several KPIs that are important to take into consideration when measuring and evaluating your customer service. The most common ones are CES, CSAT and NPS.
Is digitalisation a threat to outsourcing?
Digitisation can potentially threaten traditional outsourcing, e.g. through the automation of work tasks. By automating certain work tasks using digital solutions, the need for outsourcing
What is required to succeed with digitalisation?
To succeed with digitalisation, a well-planned and strategically executed process involving several key factors is required. Where the most important is to have the customer in
Failings in customer service are a major problem for consumers
The Swedish Consumer Agency's latest mapping* shows that customer service deficiencies are a major problem for consumers. Above all, it is the accessibility that is lacking in many companies. Of
The commitment to the customer experience helps you deliver world-class customer service
Companies that focus on making their customer service value-adding also create a culture where employees feel involved and valued, and they also see their role
What are good metrics for measuring customer experience?
The first step in improving the customer experience and managing its many components is to compare the aspects of the customer experience that matter most. A good way
What is the difference between customer service and customer experience?
To summarise the difference between customer service and customer experience is simple: customer service is an individual event within the customer journey, i.e. when the customer wants to get support and contact, whereas
What does a modern customer experience or CX entail?
There is a lot of talk about CX right now, but what is it and what does it mean? We asked Responda Group's customer service expert, Christine Sivertsson, to tell us more about