Customer Service Software

Trends

Empowering Customers to Become Brand Advocates

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...
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Engaging Millennial Customers

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...
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Empowering the Customer With Self-Service

Empowering the Customer With Self-Service Delivering great customer service nowadays involves giving customers more options. While some may prefer to seek support or information by speaking directly to a live agent, many people prefer to search on their own. Self-service can pose a challenge for customer service: on one hand, it can frustrate customers and turn them away if the channels on which...
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The Dominance of Voice as a Preferred Customer Service Channel

The Dominance of Voice as a Preferred Customer Service Channel Many contact centers nowadays utilize an omnichannel strategy for customer service with the hope of reaching the greatest possible audience. When done right, this can be an excellent approach to meeting the demands of customers and marketing a brand. However, the rising popularity of chat and social media have not diminished the value of the traditional...
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Keeping Up with Customers through Social Customer Service

Keeping Up with Customers through Social Customer Service Technology has changed the way we communicate, as nowadays we connect on channels that did not even exist ten years ago across numerous, equally novel, electronic devices. In this era of constant connectivity, people have grown used to demanding and expecting faster communication—quick questions and even quicker answers. With the rise of social media...
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How the Banking Industry Can Leverage a Unified Digital Call Center

Banks have always been a top performer in the call center industry. The need for optimally performing contact centers in this industry is extremely high – especially for an organization that consistently handles extremely sensitive and private customer information. For banking or financial institutions, the call center is normally considered...
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Winning Over Customers with Proactive Customer Service

Winning Over Customers with Proactive Customer Service Traditionally, customer service has often been viewed as a reactive means of handling customer concerns. While contact centers play a pivotal role in managing this critical aspect of business, taking the extra step toward pleasing customers before an issue arises-or just for the sake of pleasing them-can be key to winning them over. Here are...
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Top Reasons Why Your Contact Center Needs the Cloud - Part 1

It’s happened again. Some vital piece of hardware in your contact center has broken down. Calls are going unanswered, your customer service reps fill the downtime by chatting about the latest episode of their favorite television showand you can practically hear the thud made by the dollars falling off your bottom line. Something has to be done and...
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How Travel Agencies Can Leverage a Unified Digital Call Center

Travel agencies can either be a customer’s best friend or worst enemy. Snagging that last minute flight or booking hotel rooms for vacations can oftentimes be a stressful process. Because of this, it can unfortunately be associated as something that your customers just want to get done and over with. However, with the right solution, you can take...
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Three Reasons You Need Hermes Cloud

Nestlé Waters Corporation, the number one global provider of bottled water, hydrates the world. Behind the scenes of its operations, however, the company requires help to successfully quench its customers’ call service needs. Erikli, the leading Turkish brand of Nestle Waters, was using Nortel Symposium before deciding to adopt Hermes.net by...
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