• How to Modernize Customer Survey Practices

    When measuring customer experience, your company likely includes surveys in your approach. While this practice remains a viable method for gaining feedback, how your company sends these surveys is critical to getting responses. Forrester reports that the modern customer—one who is typically digital-savvy and seeks purpose in everything he does—only cares to complete a survey if it’s engaging and...

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  • 5 Ways AI Can Drive Proactive Customer Service

    While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service. Artificial intelligence can analyze customer data, empowering companies to solve problems before they arise while giving customers richer experiences. Here are five ways in which your brand may use AI to deliver proactive customer service. Understand customers’ purchasing habits AI...

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  • 6 Tips for Satisfying Customers on the Voice Channel

    With all the discussion of messaging apps, chatbots, and live chat, your company may think that the voice channel is a thing of the past. In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. As many studies have shown, digital channels are favored only when they...

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  • 5 Ways to Build Customer Trust

    Many companies strive to make their customers’ lives easier through digital engagement. While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Making purchases online comes with risks, and companies that fail to protect their customers lose trust. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was...

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  • 6 Key Trends Shaping Social Customer Service

    As social media use continues to grow, customers demand greater brand engagement on these channels. And don’t think that millennials are the only people driving engagement: According to a Global Web Index report, 97% of online adults aged 16-64 claimed to have visited at least one social network in the past month. Just how does this behavior impact brands?...

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  • How to Empower Contact Center Agents

    The contact center is, without question, an intense environment. To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Listening to their customer experiences and allowing them some...

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  • 6 Tips for Effective Customer Service Communications

    Every solid business relationship begins with good communication. When your customers engage with your brand, they may be looking for quick answers. However, on a deeper level, they are also seeking reasons to trust you. Does your company care about them as individuals? Do you value their time? As technology continues to improve the customer experience, the human touch...

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  • Chatbots: What Role Should They Play in Customer Service?

    Many brands believe that chatbots are key to modernizing customer service. The trouble is, many have rushed to use them without fully considering their limitations. It’s still an early stage for chatbots within the domain of customer experience, and companies need to use them prudently. According to Forrester, most chatbot failures occur because they attempt to handle too many...

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  • Engaging Customers Through Video: 5 Essential Tips

    Video has been a popular medium for ages, but never has it shown as much potential for business as it does today. Given that many people watch online videos for entertainment, brands that deliver meaningful video content in a fun way ultimately engage both current and potential customers. HubSpot claims that 43% of customers want to see more video...

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