• 6 Tips for Creating a User-Friendly IVR System

    IVR systems can be a blessing or a curse for customers in a hurry. A great system can help customers breeze through a menu to a quick response. A poorly designed one, on the other hand, can make them plunge deep into a black hole of menu options until they are screaming to speak to a real person. When...

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  • 5 Ways to Make Chatbots Customer Service Superstars

    When social media began to play a serious role in customer service a few years back, some wondered if this was just a passing trend. Given the popularity of these platforms among young consumers, companies could not be sure if this capricious crowd would stick to their digital habits—and if older consumers would follow suit. Nowadays, social media is...

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  • 5 Things Millennial Customers Want From Your Brand

    For a few years now, the millennial generation has been a prime target for brands looking to reshape their customer experiences. The reason? These young consumers have serious buying power: According to Cone Communications, millennials represent $2.45 trillion in global spending. But if your brand thinks they will open their wallets for any great deal, think again. Millennials want...

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  • 5 Ways to Optimize Live Chat

    Live chat has long been an ideal channel for offering proactive customer service. When customers are browsing your website, offering them immediate assistance can mean the difference between customer attrition and loyalty. With its timesaving benefits and personalized nature, live chat is essential to every brand’s omnichannel strategy. Here are five ways to optimize live chat for true customer...

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  • 6 Benefits of Identifying Recurring Customer Issues

    Analytics enable brands to learn key information about customers. From understanding buying habits to identifying the most popular channels for service, analytics provide important insights for improving the overall customer experience. Within the contact center, data collection plays the vital role of capturing all feedback regarding customer service interactions—including the key reasons why customers are making contact in the...

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  • 6 Ways to Foster Customer Loyalty

    What makes customers loyal? Some companies may feel that achieving customer satisfaction through good service is enough. However, simply meeting customer expectations does not win loyalty these days, as many consumers leave average brands in search of companies that better meet their needs. To develop loyalty, customers must feel compelled to engage not once, but many times, with your...

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  • 5 Essential Rules for Omnichannel Success

    When “omnichannel” first became a customer service buzzword a few years ago, many brands rushed to offer service on more channels. However, as every successful company would acknowledge, merely adding new channels is not enough to satisfy customers. The key to an efficient omnichannel strategy lies in being perceptive to customers’ ever-changing needs and serving them on the channels...

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  • 5 Obstacles to Customer Service Success

    For a brand to achieve success, it must close the gap between customer expectations and experiences. All too often, brands speak of being customer-centric in their approach but fail to implement practices that actually satisfy their customers’ needs. The best customer service is effortless and offers a personal touch, and brands that follow these principles gain a considerable advantage...

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  • 6 Customer Survey Mistakes to Avoid

    Customer surveys are a time-tested method for gaining valuable feedback. However, the quality of a survey as well as its timing make all the difference. If customers feel inconvenienced or fail to remember the details of an experience with your brand, they are not likely to give you the insights you need. With so many customers using multiple digital...

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