• 6 Tips for an Excellent Live Chat Experience

    For immediate assistance, live chat remains a preferred customer channel. According to Customer Think, 92% of customers are satisfied using live chat as compared to other communication channels. From offering customers quick, convenient responses to enabling personalized communications, this channel should be a priority for every brand’s customer service. Here are six tips for providing your customers an excellent...

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  • How to Find Customer Pain Points

    Customer pain points are obstacles to your company’s success. Throughout the customer journey, there will be times when your service fails to meet expectations. The sooner you discover them and address the problem, the sooner you can deliver great experiences that your customers will love. Here are five ways to find pain points and fix them for greater customer...

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  • 4 Priorities of a Successful Omnichannel Brand

    These days, omnichannel is a golden term in the customer experience industry. But how many brands are actually getting it right? Offering multiple channels for service is really just the start. Truly successful omnichannel brands understand that customers need a great experience no matter which channel they are using. According to Kampyle, 87% of customers believe companies need to...

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  • Unstructured Data: Where the Voice of the Customer Lives

    When companies use big data to analyze their customers’ habits and preferences, it’s often the structured, quantitative kind that is considered. Customer sales data and contact center KPIs such as the Net Promoter Score may provide valuable information, but such numbers reveal little about your customers’ feelings and expectations. Rather, it is unstructured data that contains such insights: All...

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  • Customer Effort: Don’t Make Your Customers Work For You

    First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. But what do these numbers really say about loyalty? The truth is, not much. While resolving an issue quickly may restore faith in a customer, minimizing his effort to begin with is the greatest way to earn his trust. According to a...

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  • 5 Qualities of an Exceptional Contact Center

    A contact center is the backbone of a company’s customer service department. As customer experience is a top priority for brands these days, a well-functioning contact center is vital to winning customer loyalty. But just what does it take to have a stellar reputation? Here are five qualities of an exceptional contact center that lead to outstanding customer service....

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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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  • 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 Ways to Better Understand Your Customers

    Every company’s success depends on understanding customers’ desires. In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. However, while these tools offer compelling statistics about behaviors and preferences, they do not necessarily provide a global view of how customers feel. Just as...

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