3 Smart Ways to Meet Your Customers Where They Are
Since March 2020, customers have changed their buying patterns, and what was once predictable has become a wave of unpredictability. According to recent research from McKinsey and Company, shoppers are taking the art of freethinking to new levels. Three-quarters are experimenting with new brands, and very few – if any – have brand loyalty. Here […]
Customer operations: the secret ingredient for seamless customer service
Not every customer query or issue is easily solved. This should come as no surprise. You can prepare for many situations, but somehow there will always be a situation that can not be resolved as seamlessly as you would want. Situations that typically can’t be solved through a predetermined script require another department’s input or […]
The top 4 Customer Service Skills for 2021
Bad customer service costs you. In fact, it costs businesses more than $75 billion a year. Shocked? Probably not. Customer experience has become the driving force behind most product development and business strategies. Customer service can offer valuable differentiation in the marketplace. But truly great customer service can be challenging to maintain over time. The […]
3 Ways A Chatbot Enhances Customer Experiences
Chatbots are changing the way businesses engage with their customers, and when the chatbot interactions are seamless – these changes are exceptional. Bots have become a vital part of most customer experience strategies. Whether it’s providing support or increasing efficiency, chatbots are creating seamless customer service management. A recent survey found that 80% of businesses […]
How to Use Omnichannel Marketing to Bolster Your Customer Experience Journey
Customer satisfaction depends on one thing: experience. Many factors impact a customer’s experience with your company. Your customers will measure your business based on their experience of engaging with it. Ultimately, customer experience is a form of relationship management. Looking after your existing customers is key in sustaining a business. A key aspect of customer […]
How to use Social Media in the Contact Center
It’s impossible to deny the critical role social media plays in business strategy. Although social media is now widely accepted as a marketing channel, businesses still struggle to leverage their full potential for customer service. ICMI research suggests that more than two-thirds of contact centers believe that social media customer service is vital to leverage, but […]
4 Ways to Improve Your CX Strategy
Shifting consumer expectations, increasing competition, and the growing boom of digital channel variation, businesses are under massive pressure to adapt. Gone are the days where customers stay with you because of brand loyalty and scarcity of product. Today’s customer retention’s playing field is survival of the fittest – and the winner will be the businesses […]
How Digital Transformation has Changed the Channel Game
Digital transformation has been on the minds of forward-thinking companies for years, but 2020 accelerated this shift for others who may not have had a solid digital strategy in place. But this shift isn’t going anywhere soon. Now that consumers have experienced the ease of a well-delivered digital channel, whether through voice, app, or chat […]
Four Best Practices to Consider Before Adding New Digital Channels
The dramatic shift in customer expectations over the last year is causing companies to rethink their way of engaging with customers. The rising demand for personalized service and convenience drives businesses to be available on today’s most popular messaging apps. Messaging apps account for over 90% of people’s day-to-day conversations. Messaging platforms like SMS, WhatsApp, […]
5 Best Practices For a Seamless Omnichannel Customer Service Experience
In a world where modern technology has given customers more choice than ever before, adopting a customer-centric strategy is critical. Gone are the days when consumers would have to put up with repeating their query over multiple store visits or phone calls. Here are 5 best practices to establish and implement best practices. Understand Your […]