• 6 Ways to Enhance the Customer Sales Journey

    It should come as no surprise that great customer experiences drive sales and long-term loyalty. According to Kissmetrics, 74% of customers have spent more with a brand because of a history of positive experiences. Winning customer loyalty is therefore all about providing a seamless experience that drives your customers to support your brand. Here are six ways to enhance...

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  • 5 Ways to Win Customer Trust

    Winning the loyalty of customers begins with earning their trust. As the customer experience becomes increasingly sophisticated due to the many technologies and channels in use these days, brands are likely to overwhelm their customers rather than delight them if a clear strategy is not in place. Earning customer trust is therefore a matter of making omnichannel customer experience...

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  • 6 Essential Tips for Achieving First Contact Resolution

    Timely customer service should always be a top priority for companies. However, acting swiftly without compromising quality, personalized customer service can indeed be a challenge. First contact resolution, or FCR, is an important metric for many contact centers as it indicates just how successfully customer cases are being resolved in a single interaction. Here are six tips for achieving...

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  • 7 Creative Ways to Engage Brand Advocates

    When customer service is done right, many people are eager to share their enthusiasm. From social media posts to traditional word of mouth, happy customers can quickly turn into brand advocates who are willing to boast about the brands they love. Needless to say, these customers are vital to brand success and, when engaged properly, can play a key...

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  • 5 Ways Predictive Dialers Drive Sales and Customer Satisfaction

    In our omnichannel age, it’s easier than ever to reach customers on a massive scale. While offering service on multiple channels is a clear path to stronger customer engagement, brands still have to meet the challenge of marketing to the right customers in the right places, and at the right times. On the voice channel, it’s especially critical to...

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  • 10 Steps to Creating the Perfect Live Chat Customer Experience

    As described in our previous blog post, live chat is an essential channel for driving sales and customer satisfaction. From providing service on the go to helping customers make purchase decisions, live chat offers tremendous potential for delivering great customer experiences. Here are ten steps to creating the perfect live chat customer experience. Provide live chat on the most...

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  • 7 Tips for Customer Satisfaction with Live Chat

    With the many channels available for customer service these days, those with the quickest responsiveness seem to win the most. An eDigital Customer Service benchmark study found that live chat has the highest satisfaction level of all customer service channels, while a Forrester report found that 44% of customers claimed that having a live person assist them in the...

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  • 5 Ways Millennials are Changing Customer Engagement

    If one generation in particular is changing the definition of customer engagement, it’s the millennials. This young consumer population, generally considered anyone born after 1980, is intimately connected with our modern digital world. Having been born after the onset of the Internet and during the rise of mobile devices and social media, millennials are arguably the most technically savvy...

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  • 5 Essential Rules for Driving Mobile Customer Engagement

    These days, mobile devices are used for everything from email to games to making significant purchases. Consumers are increasingly turning to mobile as the answer to all their needs, including web surfing. According to Trinity Digital Marketing, more than 1.2 billion people access the internet from their mobile devices. A Nielsen study further highlights that mobile web adoption is...

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