Tag Archives: customer experience

angry customer on phone

What Is Good Customer Service?

Introduction

What is good customer service? Is it answering the phone quickly? Being available out of hours? Having multiple points of contact? Clear FAQ’s and online support? All these can be considered good customer service practices. But when it boils down to it – resolving issues is the number one definition of good customer service.

How did we get here?

It’s a fact things go wrong when customers and organisations transact. Whether it be a service, product or paid advice, the combination of multi-channel communications, human nature and human interpretation can all contribute to a positive or negative experience. Expectations alone can create friction, for instance the quality you expect when buying a Ferrari would differ from buying a Fiat? But also the sense of value should do to. But what if these expectations are not aligned? Customer service problem!

Most customer service issues are easily quantified. Wrong order delivered, order delayed or arrives broken, delivery cancelled by courier, transaction charges applied because bill wasn’t paid, voucher out of date, promotion expired, work not completed satisfactorily, etc.

Annoyed at customer service

five stages of customer service

How do consumers assess customer service?

The real test of good customer service and customer satisfaction is how quickly and efficiently issues are dealt with. For instance, you may still give a restaurant a 5* review even if they mess up your order by bringing the wrong food, or maybe the steak is overdone. That is because (without you asking) they reduce the bill, add a complimentary drink or just say sorry for their mistake.

Quite often customers are left waiting for a resolution, which is where their view of the organisation becomes negative. By ignoring a customer issue it rarely gets better. Even if the complaint isn’t pursued, it may result in bad word of mouth and a future customer lost.

happy lady on a phone

How Saascoms supports good customer service

At Saascoms we develop award-winning software solutions that support call and contact centre operations. By reducing the time your agents spend on day to day administration, security and level level enquiries, your agents can maximise time spent on complex cases.

  • Omnireach – one platform for all your digital communications. Our AI powered software is available 24/7 and can complete ID&V, provide payment information, offer order updates and more.
  • Mailmaster – the pioneer of secure digital letters which not only reduces postal costs but speeds up customer contact, can be integrated with Omnireach to resolve everyday queries.
  • Resolution – our self service debt management portal has been developed to take the stress out of repayments. Customers can manage repayments, set up schedules and more.

At Saascoms we live and breath customer service.

Levelling the customer services playing field

Levelling the Customer Services Playing Field with performance driven software

Introduction

Customer services, customer experience and contact centre software are big business. In the UK, according to the Office of National Statistics (ONS) there are over 1.3m people employed in the industry. For small and medium sized organisations, levelling the customer services playing field can be a challenge due to the resources of larger businesses. State of the art phones systems, AI software and digital platforms are all expensive to develop.

levelling the customer services playing field

The Saascoms Model

At Saascoms, we have developed award winning customer services and contact centre software which powers over 700 brands across the globe. As a third-party developer, we have economies of scale driven by a significant client base. This enables our clients to contact on their core business, not developing expensive software.

Our solutions have been levelling the customer services playing field since 2004, by offering a pay as you use solution. As a result, small and medium sized organisations can benefit from state-of-the-art customer service solutions – without a prohibitive price tag.

At Saascoms we don’t set contract lengths or minimum use clauses. We tailor our software solutions to each and everyone of our clients, which is why we have over 95% client loyalty.

levelling the customer services playing field

Saascoms Customer Services Solutions

At Saascoms we have award winning customer service solutions whatever the size of your contact centre. We’re levelling the customer services playing field with our platforms:

  • Omnireach – combine all your digital customer contact threads into a single communication. From Webchat to SMS, Email to WhatsApp, Omnireach delivers a seamless customer journey which is powered by advanced AI. Should the AI not be able to provide a resolution, all the communications are forwarded to a live agent on a single screen.
  • Mailmaster – delivering secure letters digitally be either SMS or email. Reduce your postage and print costs, increase engagement and reduce your carbon footprint.
  • Resolution – the self-serve debt management portal which provides your customers with the power to manage their repayments and clients with an immediate snapshot of activity. Designed for DCA’s, Retailers and Utilities in mind.

Conclusion

Global brand or small business, Saascoms is levelling the customer services playing field for organisations. Winner of the National Innovation Award and multiple Credit & Technology Awards you can be confident in Saascoms. Plus, be secure in the knowledge our UK developed solutions will reduce costs, drive efficiencies and increase customer satisfaction.

For a demo or more information – get in touch.

customer service satisfaction levels

Customer Service Satisfaction Levels – the secret to building your business?

Introduction

If only companies and organisations had customer service to match their sales channels? Just how powerful and successful would they be? Sales tends to be seamless, whether online, instore, by App or social media – purchasing is the easy bit. However, should the product or service not live up to expectation, just how easy is it to rectify? Customer service satisfaction levels are not where they should be.

The Good

According to the Institute of Customer Service and their most recent awards ceremony, the likes of Ocado, Specsavers, Octopus Energy, Dulux Decorator Centre are all worth a mention. Outsource Accelerator also names John Lewis, Amazon, British Airways, M&S and more. Good customer service promotes loyalty, referrals and positive feedback. Remember it’s cheaper to keep a customer you have than attract a new one!

customer service advisor

The Bad

According to the UK Customer Satisfaction Index, levels are at their lowest since 2010, which has been predominantly caused by cost pressures on organisations, staff shortages post Brexit and lack of investment. A New Britain survey in 2025 found 78% of respondents were frustrated by customer services responses. So we have a very real problem in terms of the quality of customer service.

Annoyed at customer service

The Ugly

So where are customer service satisfaction levels at their lowest? The sectors ranked the most frustrating by consumers from the worst include: GP and NHS Appointments, Local Council Services, Energy Suppliers, Train Operators, Broadband and Insurance companies.

On the whole Public Sector ranks lower than Private Sector, but is that to be expected as you don’t have choice in the Public Sector?

Customer Service Satisfaction Levels – how Saascoms can help

Saascoms Contact Centre, Customer Services Software and messaging services are currently utilised by over 700 global brands, helping them deliver outstanding customer service.

Omnireach is our signature product, delivering multi-channel digital communications driven by AI to reduce customer waiting times. Omnireach resolves up to 93% of issues digitally and for clients ‘serve more customers accurately and reduce contact centre costs’.

Mailmaster can securely send digital letters to customers, speeding up the delivery process and reducing postage costs. It can also be used for setting appointments, customer surveys and more.

txtpro is our SMS service ideally suited to marketing campaigns or communicating important information to customers. All from a self-service portal.

Resolution is our self-serve debt management portal. Financial debt is a sensitive and emotional subject, Resolution gives the power and the dignity back to the customer to manage repayment plans.

Man v Robot

Conclusion

Good customer service can improve brand reputation, increase customer loyalty, customer referrals and positive word of mouth. Bad customer service satisfaction levels can impact your brand, your top and bottom line and lead to negative feedback.

Saascoms software solutions can deliver tangible improvements to your customer services rating, while helping increase efficiencies, reducing costs and increasing satisfaction.

Contact Centre Costs

Contact Centre Costs – the top 5 pain points

Introduction

The digital world has seen a steady increase in online purchases, services moving from the high street to the desktop and a move towards remote customer service. Contact centres have been steadily growing to cope with demand, their remit varying from outbound sales to inbound enquiries and service. Although It is a competitive industry, contact centre costs are key to winning business or maintaining profit margins.

contact centre costs

What are the top 5 contact centre costs and how can Saascoms awards winning software support organisations to reduce these:

Labour Costs

The number one expense for any contact centre is people. This includes salaries and taxation, hiring and training, wellbeing and personnel support. Saascoms Omnireach digital chat platform can assist in taking the administrative tasks away from contact centre agents such as ID&V, which on average reduces agent time by 2 minutes – making agents more productive or reducing the headcount required.

Technology & Infrastructure

Telephony, CRM software, IVR systems, ongoing maintenance, updates and licencing are all significant call centre costs. Saascoms software including Omnireach, Resolution and Mailmaster can all be installed within a few days with no fixed term contract and a pay by use commercial model. Saascoms software is cost effective no matter what size of organisation because of these benefits.

Real Estate & Facilities

Office rent, utilities, furniture and equipment are all required to accommodate call centre staff. Hybrid models still require remote equipment and potentially appropriate furniture. Saascoms Omnireach digital chat platform operates 24/7/365, using advanced AI to resolve customer queries. Examples may include making payments, checking a balance, initiating a return, checking account details and more. As a result, Omnireach reduces the overall physical agent requirement. This has a knock-on effect for the overall size of contact centre and requirement for remote out of hours physical support.

Compliance & Security

ISO, Cyber Security, GDPR, Audit and Call Recording are all costs incurred by a contact centre. Saascoms is ISO27001and Cyber Essentials Plus. Our software platforms are built and hosted in the UK. Plus our client data is also stored in the UK, providing our customers with all the security they need. Saascoms is also an approved G Cloud HMRC supplier, another measure of our security and compliance levels.

Customer Experience

Monitoring, feedback, analytics and performance management all measure how a contact centre is performing and are essential in ensuring quality. At Saascoms our platforms have built-in reporting suites to interrogate data. Our AI learns and improves outcomes and our client CSAT scores improve by an average of 12% using Omnireach and Mailmaster. As a result, our clients can further improve their performance in a virtuous circle.

Conclusion

Summing up at Saascoms we live and breathe contact centres and understand the key contact costs. Our software platforms are designed to reduce costs, improve efficiencies and increase performance. Arrange a demo with our team to see just how our award winning technology can support your organisation.

Contact Saascoms
closing down bank branch

The personal touch in Finance and Banking, where has it gone?

Introduction

For a number of years it has felt like the personal touch in finance and banking has gone, with most customers treated not as an individual but as a numerical exercise. Long gone are the days of sitting with your Bank Manager to discuss a Mortgage or Loan, or even a Financial Advisor to discuss your Pension contributions and retirement forecast.

So we’re asking, where has the personal touch gone?

Regulation

The UK has some of the most stringent financial regulations in the world, introduced to protect consumers, businesses and the wider economy from financial malpractice, fraud, unnecessary risk and economic shocks. However, the result of this regulation has been to channel both consumers and financial institutions into a very binary way of doing things. In an effort to protect both parties, the ‘computer says no’ approach to decision making has taken over.

Resolution

Financial Advice

Where financial advice is given, there is a great responsibility for the advisor to get it 100% right, 100% of the time. However, without a crystal ball to understand the wider economy and customers ever changing personal circumstances, this is all but impossible. As a result, many financial advisors focus on high-net-worth individuals where their time and effort will be rewarded at a greater level than less wealthy individuals. Quite simply the advice charges on £100k investment are higher than for £10k, however the compliance process and paperwork can be broadly similar for the advisor.

Automation

To avoid the liabilities and responsibility that come with offering financial advice, there are now online platforms for everything from Crypto to Pensions, ISA’s to Share Funds. The responsibility for making the choice lies with the individual and not the company, which leaves the consumer in a tricky position if they do not fully understand all the risks. A world of information to make sense of.

Man v Robot

AI v Human

Individual Decision Making

Regulation has all but eliminated individual decision making from the personal touch in finance and banking. The days of the Bank Manager or Mortgage Advisor making an informed decision on your general custom, financial history, employment history and even your family standing are now gone. Regulated financial institutions now take a holistic view of decisions using comprehensive questionnaires, AI, credit ratings and algorithms. Head office sets the standards for branches and contact centres to follow.

High Street Banking

A ‘Banking Hub’ was not even a consideration 10 years ago, but in a time when finding a high street branch is like finding a needle in a haystack, they are a lifeline for many people. For complex questions, a friendly face or help that isn’t available on the App, the bank branch is still essential for supporting individuals. The Nationwide has even integrated this into recent marketing campaigns!

So is there no sign of the personal touch in banking and finance?

High Net Worth Individuals

If you’re lucky enough to be wealthy you may bank with a boutique institution, have a Business Accountant or Independent Financial Advisor. If not, you may face the same challenge as many of us, making financial decisions based on advice from friends and family, comparison sites and the likes of Martin Lewis (who we are a fan of). We would advise you do seek out a Financial Advisor for a review regardless of your net worth.

Angel Investors

Individuals or organisations such as Purple Shoots are more likely to look at a combination of the individual and business plan to make a decision about offering financial support. If you are an entrepreneur and the banks have turned you down, don’t give up hope, you may find a ‘dragon’ willing to invest.

Support Organisations

On the other end of the scale, if you are in debt there are agencies which have skilled professionals who you can talk to. These include Step Change Debt Charity, National Debt Line, Business Debt Line, Citizens Advice and Money Helper.

customer support

Summary

Automation, algorithms and compliance have largely removed the personal touch in finance and banking. However, the digital age has opened up a vast choice of financial products, online guidance, recommendations and reviews. AI advisors are already becoming popular, their ability to crunch a wealth of data and make an almost instantaneous decision very appealing. Indeed, our very own award-winning contact centre software, Omnireach, is heavily built around AI.

However, this blog is based on personal observations by the team in our office, yours may be different…

Contact Saascoms
Man v Robot

Call Centre Agent v AI Chatbot – who wins the customer service battle?

Introduction

While call centre agents have long been the backbone of customer support, AI chatbots are becoming increasingly sophisticated. But which one is better? The truth is both have their strengths. Let’s compare five tasks where each excels and see why with Agent v AI Chatbot the best approach might be a hybrid one.

Call Centre Agents Are Best

1. Handling Complex or Emotional Issues

Customers need empathy and understanding, especially in stressful situations. Human agents can read tone, adjust their responses, and provide comfort in ways AI can’t. Plus sometimes it’s just nice to talk to someone.

2. Negotiating & Problem-Solving

Disputes, refunds, or special cases often require creative solutions. A call centre agent can adapt to unusual requests and negotiate resolutions AI wouldn’t and couldn’t think of.

3. Building Customer Relationships

A great agent doesn’t just solve problems, they connect with customers, strengthening brand loyalty and trust through meaningful interactions, humour and rapport.

4. Handling Multi-Step Queries

When a customer’s request involves multiple departments or processes, human agents can navigate complexities much better than AI.

5. Understanding Accents & Dialects

AI speech recognition has come a long way, but humans still outperform chatbots in understanding regional accents, slang, and nuances. How often do you shout at your smart speaker!

Man v Robot

AI v Human

AI Chatbots Are Best

1. Instant Responses & 24/7 Availability

AI chatbots never sleep! They handle thousands of queries simultaneously without customers waiting on hold.

2. Processing Routine Queries

Need to reset a password? Track an order? Get store hours? ID&V? AI chatbots are perfect for repetitive, straightforward tasks.

3. Speed & Efficiency

AI instantly retrieves data and provides answers faster than any human could. No small talk, just solutions.

4. Data Handling & Integration

Chatbots integrate with CRMs, databases, and customer histories to instantly pull up relevant information.

5. Multilingual Support

AI can communicate in multiple languages instantly, making it a great option for businesses with global customers.

The Best Solution? A Hybrid Approach!

Rather than deciding Agent v AI Chatbot, businesses should combine AI chatbots with human agents to create a seamless customer experience.

  • AI Chatbots handle fast, simple queries and direct customers to the right resources.
  • Call Centre Agents step in when empathy, problem-solving, or human insight is needed.

Using an AI driven omnichannel software platform such as Saascoms’ award winning Omnireach, combined with trained agents, provides the backbone to many global brands customer services.

While call centre agents have long been the backbone of customer support, AI chatbots are becoming increasingly sophisticated. But which one is better? The truth is both have their strengths. Let’s compare five tasks where each excels to see why the best approach might be a hybrid one.

Contact Saascoms