Customer Feedback Software

Trends

7 Steps to Fixing Customer Service Issues

7 Steps to Fixing Customer Service Issues Customers want a great experience, and part of that experience means not losing time, money, and patience. Brands similarly value their time and money, but they must always have the patience to deliver their customers a great experience. Even with best efforts, however, difficult customer situations are sure to arise, and how companies handle these...
View Full Article

7 Strategies for Collecting Customer Feedback

7 Strategies for Collecting Customer Feedback Customer feedback allows companies to better understand what is working well and what areas need improvement. To deliver the best customer service, it's important to understand how your customers feel and give them a chance to tell you why. But how efficiently does your brand collect this information? Here are seven best practices for taking a strategic...
View Full Article

Driving Sales and Satisfaction with Live Chat

Driving Sales and Satisfaction with Live Chat Of the numerous channels used to deliver customer service nowadays, live chat consistently leads with customers. An ATG Global Consumer Trend study found that 90% of customers consider live chat helpful, while a U.S. Wireless Customer Care Full-Service Performance Study found that chat has become a leading contact source for customers, with 42% of...
View Full Article

Optimizing Customer Service on Facebook

Optimizing Customer Service on Facebook Contact centers that utilize social media channels to deliver customer service may think that all channels are alike. In reality, every social media site has its own characteristics which companies must consider to attain exceptional customer service. Facebook maintains great popularity as a social customer service channel. Unlike Twitter, which...
View Full Article

Exploring the Cloud Effect on Business Apps

We’ve all heard the saying, “Get your head out of the clouds,” but today, businesses would be wise to ignore the age-old idiom. As shown in this interactive infographic by the Aberdeen Group, cloud services have had a significant impact on business applications with very positive results.   In order to fit the cloud,...
View Full Article

Businesses Stand to Benefit from Maintaining Domestic Call Centers

It’s no secret that some companies outsource their call center services overseas. Unfortunately, for those companies, that move may result in deteriorated customer service. We’ve all been there before; frustrated by a product that’s not working, we call customer support and are finally connected with an employee who we can tell learned...
View Full Article

A Closer Look at Why Complexity is Today's Biggest Multi-Channel Challenge

If you’re involved in the contact center industry, you’ve most likely heard the customer request for multi-channel customer service; however, 40 percent of companies aren’t hearing their customers clearly. According to Econsultancy’s Multi-Channel Customer Experience Report, 40 percent of organizations say that complexity prevents...
View Full Article

What is PCI DSS and What Does it Mean for My Company?

Does your call center specifically manage credit cards? If so, then chances are you’re more than familiar with the Payment Card Industry Data Security Standard (PCI DSS). However, if you’re new to this space and this industry standard, it could never hurt to get a quick refresher course on what it is and how it impacts your...
View Full Article

The World is More Mobile Than We Think

Let’s admit it. Our world today is fixated on mobile phones. Just how much you may ask? Specifically, about 80 percent of the world’s population has a mobile phone, and out of that percentage, 91.4 million smartphones exist. And that’s just in the United States alone. You may think you know how just ubiquitous mobility is in...
View Full Article

Where's Your Voice? Speak Up!

Don’t deny it: any day when you get a new package in the mail is secretly one of your most anticipated. Getting something new makes us feel special; it gives us something to look forward to for that seven to 10 business days, which we think of as a sort of “no man’s land” during the product’s journey to our front...
View Full Article