• 5 Tips for Using SMS to Enhance the Customer Experience

    In modern communication, phone calls and emails continue to play a steady role in many people’s lives. However, the continuous shift toward faster communication has made social media channels more popular than ever, as well as the ever-dominant channel for quick communication: SMS, or text messaging. Portio Research found that people worldwide will send 8.3 trillion text messages in...

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  • The Role of SMS in Driving Sales and Customer Satisfaction

    When one speaks of omnichannel strategy, social media platforms often come to mind. In addition to traditional voice, many brands using an omnichannel approach these days engage customers on numerous social media channels as well as through different modes of chat such as video and live chat. However, one channel that is sometimes ignored but equally meaningful for sales...

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  • 5 Ways Live Chat Accelerates Sales and Customer Satisfaction

    Customer service and sales have taken on new forms in modern times with the rise of omnichannel business practices, and customer channel preferences are constantly shifting. Social media engagement may seem the dominant trend in customer service these days, but live chat continues to prove its significance as an on-demand channel. Econsultancy reported that live chat has the highest...

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  • The Voice of the Millennial Customer: Is Your Brand Listening?

    Millennials have the distinction of being the first generation to have been born and raised in our modern digital world. They not only rely on social media and apps for leisure and convenience, but they are essentially trendsetters who play a pivotal role in brand success. Restaurant chains such as Pizza Hut and McDonald’s have shifted toward fresher ingredients...

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  • 3 Ways Predictive Dialers Drive Sales Acceleration

    In today’s increasingly competitive marketplace, companies are constantly challenged to find the best means to attract new customers and maintain the loyalty of their current ones. A major focus for corporations is sales acceleration, or the process of increasing the speed, and also the efficiency and consistency, of the sales process. Whereas business in the past was heavily conducted...

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  • Empowering Customers to Become Brand Advocates

    When companies deliver an excellent customer service experience, sales improve and loyalty is often won. The savvy company, however, will never lose sight of providing an optimal customer experience and strive toward an additional goal: turning those satisfied customers into true brand advocates. In today’s omnichannel world, customers have more power than ever before with their freedom to voice...

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  • Driving Sales and Satisfaction with Live Chat

    Of the numerous channels used to deliver customer service nowadays, live chat consistently leads with customers. An ATG Global Consumer Trend study found that 90% of customers consider live chat helpful, while a U.S. Wireless Customer Care Full-Service Performance Study found that chat has become a leading contact source for customers, with 42% of customers using a live online...

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  • Engaging Millennial Customers

    As described in the previous blog post, millennial customers, also known as Generation Y, show great demand for omnichannel customer service, have a preference for mobile engagement, and have the power to serve as great brand advocates when companies deliver great service. So how can companies engage this digital generation? Be conversational and a little bit personal. A recent...

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  • It’s an Omnichannel World: The Rise of the Millennial Customer

    We may already be living in a digital world, but the current younger generation has a special distinction of its own. Millennials–also known as Generation Y and considered to be anyone born after 1980-are the first generation to have been born into the modern digital world. Young millennials are taking over the consumer market They don’t remember a time...

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