Jan 04, 2017

De-Stress Your Agents: 3 Automation Tips

Your agents are one of the most powerful tools in your customer engagement strategy as they work with customers to ensure they are both engaged and happy. In order for them to be successful at this task, you need to remember a critical factor: keeping them engaged and happy as well.
Jan 06, 2017

Social Media Analytics: How to Just Say No to Vanity Metrics!

It’s pointless to track a social media metric if it isn’t actionable. It might make for a pretty spreadsheet, but if it can’t help you improve some your social media strategy or tactics, it’s not worth your time. With that in mind, read on for a list of valuable metrics and advice on using them to your advantage.
Jan 10, 2017

Top 4 Tips for Awesome Real-Time Social Media Engagement

More than any other channel, social media allows for brands to communicate directly with their customers and act on a moment's notice. To stand out in this noisy space, savvy brands capitalize on what's already happening instead of trying to generate buzz from scratch. Rewards -- and risks -- are elevated in this type of real-time social engagement. So before the next big event, set yourself up for success by creating a plan with built-in flexibility for any surprises.
Jan 17, 2017

4 Reasons You Need to Have a Disaster Recovery Plan

Not having a disaster recovery plan in place could cost your business dearly. According to Forrester, the average time to restore operations from an outage is 18.5 hours. Yet nearly three-fourths of companies are failing in terms of having a business continuity plan. Not having a plan in place puts your customer trust and brand reputation at risk.
Jan 26, 2017

Hey Chatbot, How Can I Avoid Creating Another Silo?

A lot of companies are looking into the possibilities of implementing chatbots for customer service. Many people believe, and I am one of them, that chatbots will be a new channel for a lot of companies and that consumers will use this channel more and more. In this article, I will not go into detail about why I believe this or why it is important to have self-service channels. In this article, I want to caution you against creating another silo.
Jan 19, 2017

3 Tips for Using Video Chat for Customer Service

Many brands are exploring an increasingly popular channel for communicating with customers: video chat. Using live video chat in customer service drives ROI, decreases resolution time, and increases customer satisfaction. Here are three tips for using video chat as a customer service channel.
Jan 22, 2017

Understanding the 3 Voices of Customer Data

Many companies are struggling to understand and meet customer expectations. This is one of the most compelling reasons why companies are taking advantage of voice of customer data (VOC). Before you can get a realistic view of your customer experience, you need to educate yourself on the three different customer voices.
Jan 22, 2017

5 Guaranteed Ways to Make Your Customers Unhappy

Despite countless surveys, terabytes of data, and too many metrics, are you still not exactly sure why some of your customers stay loyal and others ditch you for a competitor? You’re not alone. Because for every expert who touts one set of customer service best practices, there’s another who tells you the opposite will improve your satisfaction and retention. We don’t pretend to have the perfect answer for making your customers happy, but we guarantee it doesn’t include these five strategies.
Jan 31, 2017

5 Essentials for Your Knowledge Management Software Needs

Customers have always been thrilled by the ability to self-serve. That joy has become an expectation as more than 90% of consumers say they expect a brand to provide some form of self-service. To be distinguished, simply having a self-service option is not enough. You need to back your offerings with an accurate knowledge management system. As you evaluate your options for potential customer self-service options, it is critical to have a clearly defined list of what is important to you.
Jan 13, 2017

3 Essential Elements for a Successful VOC Program

Companies are beginning to implement voice of the customer (VOC) programs to reveal customer expectations and improve the customer experience. To get the most value from these programs, it isn’t enough to just implement them and hope for the best.