• 5 Key Benefits of IVR for Customer Service

    While self-service is key to helping customers find information quickly, IVR is an essential tool for making it happen. IVR, or interactive voice response, uses touch-tone or speech recognition technology to identify and route callers to the most qualified agents, driving greater efficiency on both sides of the customer experience. Here are five key benefits of IVR that make...

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  • 5 Ways Blended AI May Transform CX and Sales in 2018

    While artificial intelligence may not be new, its growing significance to the customer experience certainly is. In the past few years, many companies have recognized the power of AI for revolutionizing the sales and customer service processes. Intelligent assistants and chat bots are helping customers with tasks ranging from checking the weather to purchasing items online. The Internet of...

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  • 5 Essential Tips for Social Customer Service Communications

    As customers continue to seek quick and effortless experiences on the go, social media channels shine as prime platforms for communication. The rise in smartphone use coupled with the explosive popularity of social platforms has transformed customer service expectations, as brands must engage better and faster than ever before. Those that pay attention reap the rewards: According to Convince...

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  • 6 Customer Experience Mistakes Every Brand Should Avoid

    The old saying that “the customer is always right” has never held more importance. These days, providing great products and service is not enough—great experiences matter the most. In this digital age, customers may easily praise or criticize your brand on social media, enticing your competitors to step in and lure your followers away. To create the kinds of...

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  • 5 Tips for Optimizing Email Marketing Campaigns

    As the use of mobile devices and social media continues to grow, you might think that the days of email are over. In reality, the opposite is true: Email remains a popular form of communication and a viable channel for business. According to BtoB Magazine, 59% of B2B marketers claim that email is their most effective channel for generating...

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  • 5 Steps for Monitoring Your Customer Service Practices

    When your company defines great customer service, what are the key factors? Does it mean implementing new technologies? Or perhaps you aim to train employees regularly? No matter what your brand’s definition may be, customer service needs regular quality monitoring just like any aspect of your company. As Deloitte affirms, 62% of companies view customer experience delivered by contact...

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  • 6 Simple Ways to Personalize Customer Relationships

    If relationships are personal by nature, what does that mean for your customer relations? Quite simply, today’s customers seek authentic connections with brands that make them feel like valued individuals. It’s not enough to treat them kindly—they expect your company to understand their needs and deliver the products and services they actually want. According to Monetate, 79% of organizations...

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  • 5 Ways to Optimize Self-Service Practices

    At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. From banking to booking reservations, people were easily frustrated by complex processes and a lack of reliable human assistance. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. A...

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  • 6 Social Customer Service Rules Your Brand Needs to Know

    If your brand ever thought that social media was just a passing trend, think again. What began as a fun and innovative way to communicate with friends is now an essential business tool for delivering customer service. Here are six social customer service rules your brand needs to know—and follow—right now. Social customer service must be a priority As social...

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