The 411 on Live Chat
Today’s customers are more impatient and demanding than ever before, and they’re all too happy to switch to a competitor if they’re not immediately satisfied. In fact, 82% of consumers have stopped...
View ArticlePhoning It In: More Consumers Shopping on Mobile Devices Than Ever Before
Remember back when the main purpose of phones was for phone calls? Yea, I don’t either. These days, people use their phones for everything—including shopping. In fact, a recent study we conducted found...
View Article#Winning the Customer Engagement Game
Today’s customers have more options and more information than ever before, and customer engagement is quickly becoming the primary factor that affects customer loyalty. Businesses are already feeling...
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Navigating the New Era of Customer Engagement
Let’s face it – mastering customer engagement can feel like an impossible task. Even the best organizations face daily hurdles when it comes to connecting with their customers. This challenge has...
View Article6 Ways to Increase Sales With Your Customer Support
Sometimes in business, the best offense is an incredible defense. That’s because modern customers don’t really differentiate between ‘sales’ and ‘support’ situations, and neither should you: they just...
View ArticleSupercharge Your Customer IQ
It’s no secret that today’s customer expects a highly-personalized experience when interacting with brands. They expect you to know who they are, what product(s) and services they have, and in some...
View Article4 Unnecessary Costs Dragging Down Your Contact Center
Today’s contact centers are under more pressure than ever to deliver quality service while keeping costs down. A task not so easily accomplished due in part to higher customer expectations and zero...
View ArticleDelivering an A+ Customer Experience with Intelligent Automation
Delivering a high-quality customer experience is a no brainer for companies that want to succeed. Unfortunately, a key barrier keeping organizations from offering a great customer experience often...
View ArticleMoving from Reactive to Proactive Customer Support
Customer support is changing. I talk about it every day in my professional life and am experiencing it in my personal one. In today’s ultra-connected world, we expect more from our favorite brands, and...
View ArticleIntroducing the First Agent + Automation Award for Customer Service
In 1993, a graduate student at MIT taped a small LCD screen over his eye and never took it off. His name was Thad Starner and he found that this wearable computer deepened his social interactions and...
View ArticleThe Seven Deadly Sins of Customer Engagement
Whether from the Bible or Brad Pitt, most of us are familiar with the seven deadly sins. They were created to provide us all with guidelines on how not to live our lives. As true as they are for life,...
View ArticleAvoid These Scary Customer Experiences
I’m a big fan of scary movies. I like them because they give you a good thrill, bring you to a place you (hopefully) will never experience in reality, and when they are over you get to go back to your...
View ArticleIs Your CX Team Ready for the Holiday Season?
So here we are again. The holidays are right around the corner and with that means a massive surge in online shopping – especially during Black Friday, Cyber Monday, and of course those last minute...
View ArticleMaking Every Customer Interaction Count
One of the biggest challenges for customer service professionals today is how to meet the consistently changing demands of customers. There is a revolution underway — with customers demanding that...
View ArticleUsing Artificial Intelligence to Become a Holiday Hero
December 21st – that’s the last day that many retailers can promise delivery by Christmas. For last minute shoppers, this week is their Super Bowl. There are crazy good deals – and let’s face it,...
View ArticleWhy Providing an Exceptional Customer Experience Should Be Your #1 New Year’s...
It’s that time of year again. The holidays are over and 2018 is officially in full swing. The start of a new year always brings an opportunity for individuals and businesses alike to start anew and...
View ArticleIs Your Brand Friendly Enough to Text?
Every week, the average consumer sends hundreds of text messages to friends, family, and increasingly, to brands. Text messaging offers what most customers want from support: direct, immediate, and...
View Article4 Ways to Simplify Your Approach to Customer Service
Most businesses know that a surefire way to be a market differentiator is to provide excellent customer service. In fact, a Forrester report Transform The Contact Center for Customer Service Excellence...
View ArticleBuilding a Customer Engagement Strategy That Counts
It’s no surprise that how an organization chooses to communicate with its customers and prospects has a significant impact on the overall customer experience. Companies that provide the type of...
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Guest Blog: How to Improve Customer Engagement Throughout Rapid Growth
By Pratik Dholakiya Rapid growth is a fascinating stage in the business lifecycle. For companies fortunate enough to make it here, it’s truly a sink or swim situation. While the dramatic spike in sales...
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