• 4 Reasons Customers Want to Speak to Your Brand

    Customers have so many ways to engage with brands these days. But which channels really serve them best? The answer depends on many factors, from a customer’s profile to his immediate needs. While you might think that digital channels are ideal for providing faster service, there’s good reason to believe that the traditional voice channel is as vital as...

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  • How to Impress Your Customers with Proactive Service

    Offering your customers quick and efficient service is likely to win their satisfaction. But what happens when your brand goes the extra mile, perhaps by answering a question before it is asked or making an unexpected gesture of gratitude? When your service turns proactive, satisfaction turns into awe. By showing customers that you appreciate their business and care about...

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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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  • 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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  • 5 Ways to Boost Your Net Promoter Score

    Of all the metrics measured in the contact center, the Net Promoter Score (NPS) is the most telling for long-term customer loyalty. While surveys and customer satisfaction scores reveal your clientele’s feelings about products and specific service interactions, the NPS offers a comprehensive view of their sentiments regarding their overall experiences with your brand. To boost your NPS and turn...

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  • 5 Reasons Why Email Customer Service Still Matters

    Companies these days feel the pressure to respond quickly to customers. As messaging apps and social media continue to grow in popularity for customer service, your brand might question if channels such as email are still attractive to customers. According to a report by eConsultancy, 60% of customers indeed prefer support via email. In fact, when email is managed...

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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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  • 5 Tips for Achieving First Contact Resolution

    While technology fuels a constant evolution in customer service practices, certain customer priorities do not change: A need for quick and in-depth service. For this reason, first contact resolution, or FCR, remains a critical metric for contact centers to monitor. According to the Customer Experience Executive Report by CCW Digital, 70% of customers consider FCR the most important factor...

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  • 6 Simple Ways to Personalize Customer Relationships

    If relationships are personal by nature, what does that mean for your customer relations? Quite simply, today’s customers seek authentic connections with brands that make them feel like valued individuals. It’s not enough to treat them kindly—they expect your company to understand their needs and deliver the products and services they actually want. According to Monetate, 79% of organizations...

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