• Using Mobile Data to Deliver an Optimized Customer Experience

    Mobile devices have increasingly become a part of consumers’ daily habits. A Forrester report found that mobile commerce officially surpassed desktop in retail traffic last year, while a recent InReality study found that 75% of store shoppers use their mobile devices in-store. What’s more, 25% of these consumers claimed to make purchases before leaving the store. What does this...

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  • Omnichannel is the Key to Driving Super Agent Success

    In the modern-day contact center, customer service agents are accustomed to engaging with customers on numerous channels. With the prevalence of social media networks and technologies such as SMS, chat, and video—in addition to older but equally important channels such as voice and email–customers are able to reach businesses in numerous ways whenever they need technical support, wish to...

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  • 6 Tips for Optimal Mobile Customer Engagement

    It’s no secret that mobile use is on a steady rise. The latest KPCB mobile technology trends report found that, as of May 2015, mobile digital media time in the U.S. is much higher at 51% compared to desktop at 42%. Consumers are also turning to their mobile devices for product research and purchases: Prosper Mobile Insights indicates that...

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  • 5 Ways Social Listening Can Revitalize Your Brand

    Omnichannel brands understand the importance of using social media as a tool for customer service in the modern age, but how many are really listening to what their customers are saying? Many customer service experts would argue that monitoring social media sites superficially is not enough to really gain the critical feedback necessary to strengthening a brand. Rather, many...

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  • Omnichannel is the Key to a Seamless Customer Experience

    It seems that many brands nowadays are taking an omnichannel approach by embracing social media, SMS, chat, email, and video in addition to the traditional voice channel. Taking this approach, however, is not quite the same as delivering an optimized omnichannel experience. Accenture reports that 65% of consumers are frustrated by inconsistent experiences across channels, while Forrester further reports...

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  • 7 Tips for Satisfying Customers with First Contact Resolution

    In the contact center, time is of the essence. Agents aim to handle as many customer cases as they can with an eye to reducing average handling time, while customers are looking for quick solutions. While first contact resolution, or FCR, is a top priority for customer service agents, too often the quality of the customer experience may be...

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  • 5 Ways to Stimulate Customers with Video

    Social media and live chat have transformed customer service in recent years for a compelling reason: they often use visual components. Isn’t a tweet or Facebook post more compelling with a photo attached? Or better yet, a video? A report from Zabisco found that 90% of information transmitted to the brain is visual and is processed at a rate...

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  • 5 Ways to Deliver a Seamless Mobile Customer Experience

    Modern-day customers are no longer limited to desktop searches for product information or long waits on the phone for customer service. Consumers nowadays are showing an increasing preference for researching products and making purchases on mobile devices, surpassing desktop use. Prosper Mobile Insights indicates that 81% of smartphone users have done product research from their phones with 50% eventually...

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  • 5 Tips for Driving Social Media Engagement

    Social media empowers companies to reach more customers than ever with limitless potential for delivering great customer service and building a loyal customer base. Yet, it’s not enough to simply be present on social media-how brands use these channels is key to maximizing their effect. How can a brand take a strategic approach toward engaging customers on social media?...

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