Jun 21, 2017

The Myth of Fully Automated Customer Service

Most companies, at one point or another, have considered the possibility of automating their customer service. Some even see it as their long-term goal, just waiting for the technology to advance a little further. And who can blame them? A significant reduction in personnel costs is always tempting. But complete automation neglects the most important factor in customer service—the customer!
Jun 18, 2017

Gain a Competitive Edge with Voice of Customer Insight

A sophisticated voice of customer program provides a competitive edge. In fact, firms with VOC programs have been shown to outperform their competition across a variety of metrics, including revenue, Net Promoter Score, and first contact resolution. Learn about the factors that matter for VOC programs, and how to optimize each one.
Jun 08, 2017

How to Improve Escalation (and Delight Your Customers)

When your customers are unable to resolve issues on their own, or are being handed off to another team, their frustration levels often increase. The key to delighting customers is not surprising them with over-the-top gestures, but delivering the experiences they truly want and expect. Learn the most important factors for your escalation strategy and how to improve.
Jun 05, 2017

Personalized Customer Experience: How to Rise to the Challenge

As consumers, we share a lot of data with brands -- personal information, purchase history, preferences, and so on. Because of this, consumers rightfully expect companies to leverage that data to personalize experiences. In fact, personalization has been shown to increase online sales and website performance by 19% over a 12-month period.
Jun 01, 2017

Proactive Customer Communication in 5 Simple Steps

The concept of anticipatory service has been around for decades (Ritz-Carlton has built a brand around it), but while today’s customers are still delighted by that level of attention, what they really want is for you to make their lives easier. And that takes proactive communication. Follow these five simple steps to get started.
May 31, 2017

Beware of These Common Challenges with Digital Command Centers

Digital command centers have become an important and powerful tool used by many organizations to create a more in-depth customer understanding. But digital command centers often come with barriers. A report from Skylight Intelligence notes the common challenges organizations face when collecting and analyzing customer data.
May 25, 2017

Channel Choice Fundamentals: How to Improve Customer Experience

No matter where they are and what they're doing, consumers want to be able to quickly and effortlessly resolve issues and find answers. Firms that lead the pack when it comes to channel choice have a solid understanding of the customer journey, and apply it to their communication strategies. Learn what factors play into channel choice maturity, and how to advance your organization's channel choice capability.
May 24, 2017

5 Trends in Consumer Demand for Digital Self-Service

In the past, brands have felt internal pressure to implement online self-service in order to reduce costs. However, customer expectations have shifted: the pressure to provide web self-service now comes from customers, not internal sources. And customers don’t just want any self-service experience – it has to be fast, easy, personalized, and intuitive.
May 20, 2017

How Developed is Your Digital Command Center?

By establishing a digital command center, organizations can collect, store, and analyze customer behavior to generate new business, drive awareness, and focus on their brand experience.
May 20, 2017

Product Updates: May 2017

See what new enhancements have been added to Astute Social this month.