• 7 Tips for Personalized Customer Experiences

    As many brands seek to automate customer service, one may question if customer experiences will one day lose the human touch. Customers do value their time and seek efficiency, but many would agree that when situations become tricky, customers seek the comfort of connecting with a live agent. Regardless of a brand’s customer service approach, offering personalized customer experiences...

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  • 6 Golden Rules For Customer Feedback Surveys

    Customer feedback is always vital to improving service, but how should it be collected? Social media platforms typically offer a wealth of comments companies should heed, as do voice calls when customers explain their concerns or satisfaction with a brand. Still, taking an organized approach by sending customer feedback surveys is highly efficient when brands are looking to improve...

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  • Facebook Messenger Transforms Customer Experience

    Among all the social media channels used these days, Facebook has distinguished itself for some time now as an excellent platform for customer engagement. Brands typically embrace the channel for marketing purposes, customer feedback, and responding to service inquiries as part of an omnichannel strategy, taking it upon themselves to optimize the channel to meet their sales and service...

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  • 5 Ways Mobile Customer Engagement Drives Brand Success

    Modern times have paved the way for modern conveniences, not least of which is mobile use. As consumers continue to rely on smartphones for everything from checking mail to making purchases, companies are set to boost sales and deliver excellent service with clever mobile customer engagement. Here are five ways mobile customer engagement can fuel brand success. It saves...

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  • 7 Tips for Improving Service Quality Management

    When brands seek to refine their customer engagement strategy, a critical aspect is ensuring that contact center customer service operations are running smoothly. To achieve this, it is necessary to assess not only individual agent performance but also the quality management practices in place. Here are seven tips for improving service quality management in the contact center. Encourage agent...

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  • Proactive Customer Service Drives Brand Loyalty

    What exactly does it mean to deliver great customer service? Is it enough to handle service requests efficiently and send post-contact surveys to know if the customer was satisfied? Or perhaps it’s important to send occasional marketing emails tailored to the customer’s needs? There are numerous ways to define great service, and the modern landscape of customer service is...

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  • 6 Ways Millennials are Redefining Customer Experience

    As the first generation born into the modern digital world, millennials are changing the definition of exceptional customer service and transforming the customer experience. Also known as Generation Y, or anyone born after 1980, this generation has always had technology at their fingertips and in recent years has proven to be a population of savvy, socially conscious, and vocal...

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  • The Growing Force of Social Customer Service

    Social media platforms continue to dominate the customer service sphere, empowering brands to engage with more customers than ever on a daily basis. Customers reach out to brands for social customer service while also using social media channels to express their sentiments regarding their experiences—a point that can make or break customer loyalty. An Aberdeen Group report found that...

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  • The Dynamic Force of Video in Customer Experience

    The rapid evolution of technology these days often challenges brands to stay on top of the customer service game. Many brands embrace the omnichannel approach, but optimizing the experience across all channels for all different kinds of consumers is no easy task. Yet with the abundance of channels available today for sales and service, one old-school medium is rising...

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