There are two types of customer service: the first one never lets you down, delights you, meets your expectations, engages you in new exciting ways, while the other ensures you lose the will to live. Brands that offer the former build a cult following of customers, and rightly so. While…
Customers today are more aware and empowered than ever before. Driving efficiency and creating a positive customer experience is only possible if you have a bird’s-eye view of your customer’s journey. Technologies like intelligent applications, automation, etc have seen a widespread adoption to improve customer experience in general. One such…
Over the years, the role of support agents has shifted from simple problem-solving to building lifelong customer relations. Since support agents today play a strategic role, they have the potential to add more business value. It’s a no-brainer that a well-versed support rep who can effectively close tickets translates into…
Chatbots are revolutionizing digital automation and becoming one of the main channels of communication between a customer and a business. Whenever a prospect lands on your page, the first point of interaction they have, in all probability, is with a chatbot. A chatbot should aim to equip your business with…
Enterprises today cannot ignore personalization and rely on their product or service alone to drive sales. Despite all the hullabaloo about the rational buyer, most buying decisions still have emotions in the driver's seat. That's why businesses leave no stone unturned to win customers over with gripping digital experiences. More…
Escalation management is the process by which a customer’s complaint or issue is presented to a specialist or senior company representative — usually an L2 agent, supervisor, or manager. Escalations don’t just take a toll on the resolution time but other resources as well. Without effective escalation management, they lead…
Anything that inhibits your customers from driving value from your product or service is a hurdle you need to overcome. It can be an installation, feature, configuration, or a how-to problem. The more effort and time your customers spend on resolving their issues, the more you fail in your mission…
A research by Deloitte revealed that customers are likely to spend 140 percent more after a positive experience than customers who report negative experience. Customer experience is among the most influential drivers of successful businesses; and the epicenter of CX is customer journeys. This is why businesses are investing in…
Numerous organizations are resorting to virtual assistants as their primary source of engagement with prospective and existing customers. Virtual assistants or chatbots were introduced as the means to augment user experience by providing the most relevant results in real-time. But is that really the case? Deemed to be refreshingly authentic…
Happy employees are up to 31% more productive, raise sales by 37%, and improve the accuracy of tasks by 19%. Keeping employees happy is usually associated with recreational activities, foosball tables in the office, and frequent breaks. However, the most important factor often gets overlooked. Managers fail to gauge the…
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