• 6 Ways Artificial Intelligence Is Reshaping Customer Experience

    Artificial intelligence has played a role in customer service for some time now, but it’s only recently that its full potential for transforming the customer experience has come to light. Conversational commerce is redefining the role of messaging apps in customer engagement, while self-service tools continue to simplify the customer service process and shift the role of human customer service...

    Read more
  • 8 Points to Consider for Customer Journey Maps

    Customer journey maps are essential to having a global view of your brand’s customer service expectations. A comprehensive map may identify all the interactions a customer is expected to have along the way, as well as the motivations behind each step and the questions that may arise. No matter how thorough your brand may be during the mapping process,...

    Read more
  • 5 Reasons Live Chat Is Essential for Your Brand

    Modern customer experience demands quality service at a rapid pace, and brands are constantly looking for ways to meet this expectation. While social media engagement and messaging apps are excellent paths to customer engagement for millennial customers and those on the go, live chat shows consistent promise as a prime channel for driving sales and customer satisfaction. An ATG...

    Read more
  • How to Make Your Brand Customer-Centric in 7 Steps

    Delivering great customer experiences is a top priority for most any brand, but how many are truly considering the customer’s point of view? Many would argue that the key to delighting customers is taking a customer-centric approach and making sure that every step along the customer journey is tailored to their needs. Indeed, Deloitte claims that customer-centric companies are...

    Read more
  • 6 Tips for Building Customer Trust

    When brands set the goal of delivering great customer service, many aim to increase customer loyalty and reduce churn. While this idea might make sense, one important one is often overlooked: Building customer trust is at the heart of winning their loyalty. Without trust, customers simply lack the confidence and excitement that can turn them into true brand advocates....

    Read more
  • 6 Tips for Using Big Data to Transform Customer Experiences

    The wealth of customer data these days presents a challenging task for brands. Metrics such as abandonment rates, first contact resolution, and average handing time certainly provide insights into the quality of customer experiences being delivered. However, most brands also recognize the critical importance of big data in getting a truly global view of what their customers want. From...

    Read more