• 5 Ways to Build a Stellar Digital Reputation

    When customers look up your company online, what is their first impression? Do they see a friendly, approachable brand? Can they find clear information? The way you present your brand online determines how loyal your customers will be. To earn their loyalty, you must first establish trust. Here are five ways to build a stellar digital reputation that will...

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  • How to Optimize Your Omnichannel Strategy

    Many brands these days implement an omnichannel approach, but not all possess a clear strategy. To perfect your customer experiences, it’s necessary to determine in advance how channels should be used, who will manage them, and how they can be tested for efficiency. Here are five essential steps toward optimizing your omnichannel strategy. Define a purpose for every channel....

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  • Using Big Data to Create Exceptional Customer Experiences

    Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. After all, understanding your customers’ habits is key to knowing how to satisfy them. But just where should your company look for this information?...

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  • 6 Tips for an Excellent Live Chat Experience

    For immediate assistance, live chat remains a preferred customer channel. According to Customer Think, 92% of customers are satisfied using live chat as compared to other communication channels. From offering customers quick, convenient responses to enabling personalized communications, this channel should be a priority for every brand’s customer service. Here are six tips for providing your customers an excellent...

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  • 6 Habits of a Customer-Centric Brand

    For any company that is seriously invested in long-term success, perfecting the customer experience should be a priority. Customers reward the brands that are devoted to them: According to ThinkJar, 55% are willing to pay more for a guaranteed good experience. And the statistics back up this assertion: Dimension Data cites that 84% of organizations working to improve customer...

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  • 5 Benefits of Conversational Artificial Intelligence for the Contact Center

    Conversational artificial intelligence has transformed the way companies communicate with customers. Whether using chatbots or speech-based assistants, these brands integrate AI into their omnichannel experience—often in their messaging applications—to drive stronger sales and customer service. And if customers enjoy the perks of this technology, it is because the contact centers that are using it are driven to be more...

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  • How to Satisfy Customers with First Contact Resolution

    For many companies, solving customers’ issues on the first try is a prime goal. However, first contact resolution, or FCR, requires more than just friendly agents. To assist a customer thoroughly without losing a human touch requires a combination of agent training, a robust omnichannel solution, and an efficient contact center protocol. Here are five ways to achieve first...

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  • Call Scripts: 6 Golden Rules to Satisfy Your Customers

    Call scripts help agents feel prepared when customers call your brand for service. Providing guidelines that outline your company’s conversational style and call protocols can reduce agent stress and ensure a consistent experience for all customers regardless of whom they speak to. Here are six golden rules for creating call scripts that satisfy your customers’ needs while still providing...

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  • 4 Reasons Why Your Brand Should Create a Customer Journey Map

    Making your customers happy begins with taking their point of view. During their interactions with your brand, there may be times when your service falls short of their expectations. To identify these moments, it’s essential to create a customer journey map. These maps allow brands to gain a visual understanding of the entire customer experience, anticipate problems that may...

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