• 6 Tips for Optimizing the Live Chat Experience

    While the omnichannel approach makes it easier than ever to engage customers, few channels match the potential of live chat for delivering both great service and increased sales. As a convenient and personalized channel that offers support when customers need it most, live chat is ideal for offering timely and detailed solutions and assisting customers who might otherwise abandon a...

    Read more
    Read more
  • 5 Tips for Improving Customer Retention

    Emotions play a significant role in customer experience, as many statistics clearly show. According to research by the Peppers & Rogers Group, 60% of customers stop engaging with a company when salespeople treat them indifferently, while 70% of customers leave a brand due to poor service. Customer retention therefore demands that companies understand the importance of making customers feel...

    Read more
    Read more
  • 6 Millennial Customer Expectations Every Brand Should Meet

    Millennials are well known for their digital and often nomadic lifestyle, as well as their willingness to spend serious money on the brands they love. Indeed, a recent Nielsen report cites that this generation spends more than $65 billion per year and influences more than $1 trillion in total consumer spending. Furthermore, when it comes to customer experience, their...

    Read more
    Read more
  • 5 Ways to Humanize the Customer Experience

    The modern customer is often on the go, seeks timely support, and wants a seamless experience. While such demands may be met through advanced technologies, the human touch remains essential. According to a Harvard Business Review article on the science of customer emotions, when a major bank recently unveiled a credit card targeted to millennials and designed to evoke...

    Read more
    Read more
  • 5 Reasons Video Drives Great Customer Experiences

    Personalized customer service is in greater demand than ever, and brands are finding numerous ways to deliver. From messaging to live chat to social media engagement, customer service channels are no longer just a means of delivering answers but bridges to building long-lasting relationships between brands and customers. Among these channels, live chat has consistently proven to be a...

    Read more
    Read more
  • Driving Employee Engagement for Greater Customer Experiences

    It makes sense that motivated employees are more likely to do their best work. But how does this apply when it comes to customer experience?  According to Maritz CX, 71% of employees are not engaged with their work, leading to the even more troubling statistic that a full 78% of customers abandon a transaction due to a poor service...

    Read more
    Read more
  • 5 Ways Chat Drives Great Customer Experiences

    As the demand for quick yet personalized customer service grows, chat has become an ideal channel for effective communication. eConsultancy reports that 79% of customers prefer live chat for its immediacy, while Roos IT cites that 63% of customers claim they are more likely to return to a website that offers live chat over one that does not. With...

    Read more
    Read more