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Blog

Nov 04, 2017

The Evolution of Relationship Marketing

Relationship marketing now means that businesses must engage with customers and offer meaningful, useful (not to mention authentic!) information or be left behind - customers no longer want to be talked at or marketed to. Instead, savvy marketers must understand that businesses no longer control the conversation surrounding their brand.
Nov 03, 2017

Is There a Place for Chatbots in Your Organization?

With increasing attention being given to artificial intelligence, AI bots or chatbots are becoming a more viable option within enterprise support settings and for retailers and brands who offer digital customer care.
Sep 22, 2017

Don't Leave Your Franchisees on An Island: 4 Ways to Manage the Relationship

In today's viral world where both positive and negative service experiences quickly spread via social media, companies with many different store locations must know that your brand reputation is always at stake, even when individual stores may be at fault. It is in every brand's best interest to be focused on supporting your store locations from the start.
Sep 12, 2017

What's the Point? 5 Key Objectives for Customer Service Systems

What's the point of customer service? If you answered, "Resolve customer requests and issues in a timely manner," you'd be partially correct. While contact resolution is priority number one, there are four other goals that have a major impact on the customer experience.
Sep 06, 2017

How to Improve Average Handle Time in 5 Simple Ways

How can you improve your agents' handle time and also provide a truly great customer service experience? Provide them with the tools, training, and resources they need to succeed. Here are five steps to improving AHT, while still providing quality service.
Aug 14, 2017

How to Compete with the Top E-Retailers

Every month, more people visit Amazon than visit their own families. (Of course, maybe if they could show up to see their families at 2 AM in their pajamas and leave with boxes full of shoes, electronics, and groceries, they’d choose differently!) Consumers love shopping online, but they have quite a few complaints, too. And when it comes to the biggest online retailers, consumer frustrations have one common theme: lack of a personal touch.
Jul 04, 2017

Delight Your Customers with Live Chat Support

In today's age of technology, the way we communicate has shifted. People are not just interacting differently among family and friends, but the channels where they engage with brands have changed as well.
Jun 27, 2017

How to Break Free from Call Center Scripts

Many organizations began turning to a call center script to ensure customer service agents could maintain compliance and provide consistent information with very basic training. But today's consumers want authenticity, not contrived, scripted experiences. And every experience counts -- with social media, online reviews, and word-of-mouth, stories about your company (both good and bad) spread faster than ever.
Jun 23, 2017

Integrate Social Media into Your Customer Care Service Model

Gone are the days when your customers were willing to wait a day or two for a response. The immediacy of social networks is leading to new interaction norms between brands and consumers. Not only are channel preferences changing, response expectations are shifting as well.
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!