• 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 Obstacles to Customer Service Success

    For a brand to achieve success, it must close the gap between customer expectations and experiences. All too often, brands speak of being customer-centric in their approach but fail to implement practices that actually satisfy their customers’ needs. The best customer service is effortless and offers a personal touch, and brands that follow these principles gain a considerable advantage...

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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 Tips for Sales Agent Communications

    The rise of omnichannel practices has undoubtedly increased pressure on brands to capitalize on every sales opportunity. With customers reaching out on channels as diverse as social media, messaging, and phone, sales agents are challenged to turn both potential and current customers into loyal advocates without sounding too aggressive. However, in this era of conversational commerce, customers welcome the...

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  • AI: 4 Key Benefits for the Customer Experience

    When you think of how artificial intelligence is being used in customer service these days, chatbots may come to mind. Indeed, chatbots have redefined the way in which customers interact with brands, helping consumers find answers more quickly and make purchases more seamlessly. However, artificial intelligence has the capacity to deliver more than just direct customer service. The technology...

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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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  • 6 Essential Rules for Customer Experience Design

    Designing great customer experiences begins with truly knowing your customers. While surveys reveal valuable insights about their needs, a global view of customer emotions and expectations across all channels is the real key to offering the services and products they want. Here are six essential rules for designing great experiences that reflect your customers’ needs. Identify your target audience...

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  • How AI Drives Targeted Customer Engagement

    Artificial intelligence is transforming business practices across many industries. From retail to finance to entertainment, the technology can be used to target key customers with great accuracy—suggesting the right products and services to exactly the right people at optimal times. Indeed, many brands are turning to chatbots that are capable of deep learning, becoming smarter as they interact with...

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  • 5 Customer Expectations Your Brand Needs to Meet

    What do customers really want? As technology changes the ways in which they interact with brands, expectations continue to shift. While many companies are embracing tools such as artificial intelligence to drive better experiences, customers still seek a human touch and the assurance that any technology used is truly for their benefit. Here are five expectations your brand needs...

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