• 6 Tips for Optimizing the Live Chat Experience

    While the omnichannel approach makes it easier than ever to engage customers, few channels match the potential of live chat for delivering both great service and increased sales. As a convenient and personalized channel that offers support when customers need it most, live chat is ideal for offering timely and detailed solutions and assisting customers who might otherwise abandon a...

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  • 5 Tips for Improving Customer Retention

    Emotions play a significant role in customer experience, as many statistics clearly show. According to research by the Peppers & Rogers Group, 60% of customers stop engaging with a company when salespeople treat them indifferently, while 70% of customers leave a brand due to poor service. Customer retention therefore demands that companies understand the importance of making customers feel...

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  • 6 Millennial Customer Expectations Every Brand Should Meet

    Millennials are well known for their digital and often nomadic lifestyle, as well as their willingness to spend serious money on the brands they love. Indeed, a recent Nielsen report cites that this generation spends more than $65 billion per year and influences more than $1 trillion in total consumer spending. Furthermore, when it comes to customer experience, their...

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  • 5 Ways to Humanize the Customer Experience

    The modern customer is often on the go, seeks timely support, and wants a seamless experience. While such demands may be met through advanced technologies, the human touch remains essential. According to a Harvard Business Review article on the science of customer emotions, when a major bank recently unveiled a credit card targeted to millennials and designed to evoke...

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  • 5 Reasons Video Drives Great Customer Experiences

    Personalized customer service is in greater demand than ever, and brands are finding numerous ways to deliver. From messaging to live chat to social media engagement, customer service channels are no longer just a means of delivering answers but bridges to building long-lasting relationships between brands and customers. Among these channels, live chat has consistently proven to be a...

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  • Driving Employee Engagement for Greater Customer Experiences

    It makes sense that motivated employees are more likely to do their best work. But how does this apply when it comes to customer experience?  According to Maritz CX, 71% of employees are not engaged with their work, leading to the even more troubling statistic that a full 78% of customers abandon a transaction due to a poor service...

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  • 5 Ways Chat Drives Great Customer Experiences

    As the demand for quick yet personalized customer service grows, chat has become an ideal channel for effective communication. eConsultancy reports that 79% of customers prefer live chat for its immediacy, while Roos IT cites that 63% of customers claim they are more likely to return to a website that offers live chat over one that does not. With...

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  • 6 Tips for Giving Customers an Effortless Experience

    Brands often spend time making customer experiences meaningful and even fun, but how many focus on making it effortless? It’s always great to engage customers in a positive manner, but overcomplicating the experience will not win them over. Here are six tips for giving customers an effortless experience and winning their satisfaction. Identify channels that need optimization When customers...

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  • 7 Essential Skills Every Call Center Agent Should Master

    The definition of great customer experience may be evolving everyday, but one point remains the same: Skilled agents are always essential. As customers continue to demand authentic and humanized experiences, every brand needs to ensure that its call center agents have the proper skills to deliver excellent service. Here are seven skills every agent, through proper training, should master...

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